Ideally, you want to be in the number 3 range. Inspired customers are loyal customers and inspired customers bring you referrals.
Satisfied just means you did your job. You didn’t do anything spectacular to exceed the client’s expectations or leave a lasting impression. Really, this was just another transaction.
Disappointed is pretty self-explanatory (I think). Being in this category says that your product/service didn’t live up to expectations. It’s downright guaranteed you won’t be getting any referrals at this point.
Inspired. Now this is where you want to be. You do this by under-promising and over-delivering. By making the customer feel safe and secure thereby giving them peace of mind. You do this by making them feel so good about themselves and making the experience so special that they identify the service as being “just for me!” Ultimately, when you inspire a customer, they wind up being your best salespeople.
So, which category are you in?
How do your customers rate your level of service?
What can you do to change the way you do business and earn more inspired customers?
@Ribeezie I’m so far behind on my Reader so thank you for the link!
We had better be in the inspired category every time! Actually, our clients tell us that our key differentiator is that we make them believe they can do the hard work…and we hold them accountable to it. That’s true inspiration for a person, but it’s hard to accomplish when you need to be the one inspiring.