Written by Hamza Jouda, Jan 26, 2018
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Be honest about customer expectations in sales process – don’t over promise
I can’t stress how important it is to set expectations right from the get-go with your salespeople. There is nothing a customer hates more than a company under delivering. When your sales guys set expectations so high and you can not deliver, that’s when you run into problems.
A great example I like to bring up is SEO (Search Engine Optimization) companies. There is such a bad rep about these guys just ripping people off left, right and centre. But at the end of the day, a lot of the time it’s the sales guys (or biz owners) who are setting expectations far too high.
Comments like, ‘you’ll rank first-page google’ are common practice and when they fail to deliver, the customer is unsatisfied, complains and cancels.
Think about a particular service that you have chopped and changed providers frequently. Ask yourself, why did I leave the last company. 68% of the time, it will be because their service did not live up to your expectations.
Be honest, and set accurate expectations early to stop customers leaving later.
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