Managing Customer Expectations


Do you set the expectations for your customers, or do they set the standard for quality, delivery, products? It’s time to take charge of the what, when, where, and why of your customer’s expectations. Plus do it in such a way that they feel good about it all. By getting out front of those expectations, you take away 90% of the issues you will have and make the process for both you and the customer enjoyable. Aaron and Terry will discuss the process together and give you tips, ideas, and resources you can put to work right away.

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Yeah, that didn’t workout.

Managing Customer Expectations

Aaron: Do you set the expectations for your customers, or do they set the standard for quality, delivery, products? It’s time to take charge of the what, when, where, and why of your customer’s expectations, and for them to feel good about it all.

Terry: Aaron, here’s a pet peeve of mine: “When can I get the shirts?” With a response of, “When do you need them?” That’s not setting expectations.

Aaron: I hear a lot of folks I work with having challenges with customers when it comes to getting artwork, and explaining what they need as print-ready artwork. Any ideas on how to better manage those expectations

Terry: Obviously a big topic is the lack of stock of blank shirts and hats. When everyone has gotten so used to just buying more “on-demand” and the customer just expects they will get the shirt they want. How can companies deal with that?

Aaron: So what happens when the expectations are clear, but something happens. There is an issue where you can no longer meet the expectations of the customer. Then what?

Terry: How can printers best deliver and educate customers on the “expectations?”

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5 Things to Take with You to a Trade Show

  1. Walk in with a written plan of who you want to talk with first, and check them off.
  2. Take a small notepad… you WILL forget where you saw it or who you talked with.
  3. Put a pen in your pocket. “Can I borrow your pen?” is a top booth question.
  4. Bring a water bottle and maybe a snack.
  5. Bring plenty of your own business cards!

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