BRX Pro Tip: Set Clear Expectations Early On
Stone Payton: [00:00:00] Welcome back to BRX Pro Tips. Lee Kantor and Stone Payton here with you. Lee, we’ve talked before about how important it is to set clear expectations. But it’s particularly important early on, isn’t it?
Lee Kantor: [00:00:15] Absolutely. Clarity and communication is critical for success. And this is a great customer retention tip. Because if you don’t have clear expectations about what your client is going to see during your initial communications, you’re setting yourself up for trouble down the road. So, everybody knows it’s important to manage and then exceed the expectations. It’s a great way to create customers for life. Everybody knows that. But in order to do that, you have to make sure that your prospect and you are on the same page when it comes to what their needs are and what they’re expecting you to be delivering.
Lee Kantor: [00:00:51] And if you’re not clear on that, you’re setting yourself up for trouble. So, if you’re each thinking differently about what the value is going to look like and how it’s going to be delivered down the road, if you don’t have that nailed down at the beginning, how are you going to recover? It’s going to be too late down the road.
Lee Kantor: [00:01:08] So, be clear on what you’re delivering, what you expect the client to be doing, what you’re going to be doing, what the client’s going to be getting, what you’re going to be doing to support and serve them in order to help ensure their success. Get that clear as possible. Have touch points down the road to make sure you’re progressing towards that end. That way, there won’t be any surprises down the road.
