To be as successful as possible, a business needs to not only meet its clients’ expectations but exceed them With more than 62 of companies regarding customer experience as a significant competitive differentiator according to Deloitte, the drive to exceed customer expectations is more important than ever

1. ROB TOLLEY
LONDON
CEO and Co-Founder of Global Specialty Underwriters
How to Exceed Clients’ Expectations

2. How to Exceed Clients’
Expectations
To be as successful as possible, a business needs to not only meet its clients’
expectations but exceed them. With more than 62% of companies regarding
customer experience as a significant competitive differentiator according to
Deloitte, the drive to exceed customer expectations is more important than ever.
Come in Early on a Deadline
The happy surprise of early delivery will nearly always delight a client and
demonstrates a business’s efficient, customer-centric nature. Therefore, it can be
a good idea to agree to a deadline knowing full well that it can be beaten.
Go the Extra Mile
Always going that little bit further for a client serves to keep loyal customers and,
through word-of-mouth, attract new ones. Successful entrepreneurs like Rob
Tolley (former London broker) know that always thinking of ways to create
memorable experiences for the customer is key, and taking the opportunity to go
the extra mile whenever possible will pay off.

3. How to Exceed Clients’
Expectations
Have a Collegial Attitude
Rather than an attitude of deference, it’s preferable to maintain a collegial attitude
in relationships with clients. Collegiality can inspire confidence and respect – and
most clients would prefer to work with an equal with whom they have good
rapport.
Ask Astute Questions
Asking pointed, proactive questions can demonstrate genuine interest and focus
to a client and help the business better meet their needs. Engaging with the client
in a way that shows foresight and a skill for process efficiency sends a great
message and is an important means of putting their mind at rest and exceeding
expectations.
Offer Proactive Support
Proactive support means anticipating clients’ needs and is a key element of
exceeding expectations. As well as showing clients that the business cares about
their experience, this also demonstrates a commitment to providing exceptional
service and develops trust. Taking the lead to provide proactive support can be a
great way to stand out from the competition.

4. How to Exceed Clients’
Expectations
Create Consistency
Create a process to ensure consistency across all channels and put together a
guide for employees that sets out, for example, a set script for client
communications. A workflow chart can be used to check whether customers are
being well served at every touchpoint.
Always Follow Up with Clients
Successful business leaders such as Rob Tolley know that gauging client
satisfaction by conducting a follow-up phone call or survey can deliver crucial
insight. It also shows clients that their experience is of fundamental importance to
the business. The results of this feedback can be crucial in making improvements
to the product or service offered.