Manage customer expectations

In a coaching session recently a problem came to light on a compatible client. Services were provided and the customer was happy with the results, however, the expected level of communication has not met the expectations of the customer. Fortunately the client was a Type D personality and shared the disappointment.

The conversation went something like this:

Client: I was just told that our client was happy with the quality of service we provide, but was not happy with the lack of communications.
Coach: What is meant by "lack of communication"?
Client: He thought that we do not keep in the loop.
Coach: So she has not spoken to him about what they were doing.
Client: No, this is not true. We talked to him every time he calls, but it was always a step ahead.
Coach: What is a "step forward"?
Customer: just when I was ready to call him and let him know the state, he called asking.
Coach: so was the service longer than normal?
Client: No, it was a normal job.
Coach: What I hear you saying is that you were performing normally and customer services has been more aggressive than your normal.
Customer: Yes, I think that's what I'm saying.
Coach: Let's go back to the top. When you were taking on the job, she said the normal course of business and asked if he was to meet his expectations?
Customer: What?
Coach: When you spoke with him from the beginning you must have said something like, "Normally it takes a couple of hours to diagnose the problem, of course, I invite you to let you know the severity of the problem, the cost and time to resolve the problem, and usually we will then order the parts, communication with you during the following (list) of the repair. will be able to meet your expectations?
Customer: No.
Coach: Ok, what did you say?
Client: We will call to get approval when we know that the cost of repair is to obtain approval, and again when the repair was completed.
Coach: And he was happy with this?
Customer: Well, of course, was not or would not talk about it.
Coach: Do you think this is just a more demanding customer?
Client: No, I'm lucky I got to know her disappointment. If this was a D personality type, I never learned about it.
Coach: What do you mean?
Client: Based on what I learned from you about the types of personality, 40% of the population is of type S and will not complain with me, but I will tell all their friends about a bad experience.
Coach: You see that something needs to change?
Customer: Well, I think. How did you phrase that you used that ended with "Will it meet your expectations?"

And 'this rare? No, it's normal. The problem is that with the normal not create fans delirious. Neutral or disappointed customers continue to shop for companies that create raving fans. Raving fans not only continue to do business in the future, but also tell your friends about the level and quality of service. Raving Fans become customers.

The key is to ask, after explaining the "normal", asks if "normal" meets expectations. If the answer is no, mild or unconvincing ask what else can you do .......