The Importance of Setting Expectations
Exceeding client expectations is one of the major key parts for sustainable success, specially during times of economic downturn.
As an interface developer working for one of the best corporate intranet software providers, I need to make sure that a client is satisfied when it comes to their expectations – whereas the client needs to make sure that the software provider is delivering results on time, to specifications, correctly and efficiently.
A comprehensive intranet solution like Claromentis has so many different aspects. For a client, they receive one piece of a software suite and most, if not all, that matters to them is whether it works or not.
Although the other side of the story is complex – in essence the sales process has set expectations, and I need to deliver against them. To help me I have mentors of course, and developers – but to be honest coding intranet interfaces from approved designs is a job I can normally just get on with. So how can I make sure that I exceed customer expectations..? A lot needs to take place before I code a single line ..
- Marketing: Make sure that the product is described accurately, and is the current release not vapor ware – a potential source of miss-matched expectations, in my experience.
- Quotation: Understand the client expectations, analyze the work involved and quote correctly. Try to get technical Claromentis input here!
- Review: Review the response from the client to the quotation. If positive but we need something else, plan any future requirements for delivery of the product and allocate to a release schedule.
- Design and develop: Here I go – create the interface based on client’s requirements.
- Custom development: Develop the custom functionality if required and embed into the product. A review process takes place here, with client staff, development and myself. We involve the account manager wherever possible.
- Configure: Set the product for review on a staging server and make sure it is working to final specifications.
- Support: Assist the client on solving complex intranet software issues.
The important part here is setting the expectations of… both sides actually. It is important to assure the client that they will get the software as promised whereas our staff should have enough material to deliver what is required – and not something else entirely!
It is fun though – getting it right takes talent and a lot of creativity… but we do create some great designs for information management in a VI!
I think the fact that you are debating this on our blog shows that we have exactly the right attitude, and will indeed exceed expectations.
Almost all clients actually value feeling loved – that we explain everything, are proactive and clear – more than an individual technical aspects for our work with them. Of course we must be technically excellent and continue to be so – but so much of managing expectations is about communication and emotions.
To keep exceeding our clients expectations the first rule is to pro-actively discuss their work, to try way over 100% to help them through any understanding gaps in the area of where technology and information management can help them.. just make sure they understand how much we value them as a Claromentis customer.