I wish people would judge me by my intentions. I mean, come on, I didn’t mean to make you feel like I didn’t want to talk to you. I didn’t mean to neglect your friendship. In fact, I fully intended to stay in touch with you.
I meant to communicate better. I meant to tell you how I really felt. And you should have known I meant to deliver on time.
When you’re engaging with a customer, they expect you to deliver what you say you’re going to deliver. This is where it can sometimes get complicated—mixing expectations and intentions.
You have to factor both into the equation when building relationships with your clientele.
Because "what we’re really trading in is promises—assurances upon which expectations are based, which means that our intention is a big part of what we sell." (HT to Bernadette Jiwa)
The fact is, people don’t know what your intentions are. They can’t tell by looking at you. And then, they project their expectations onto whatever intentions you are planning on promoting. So you have to go the extra step and walk your customers through what your intentions are and what they can expect from you.
The best sales people do this.
The formula looks like this:
Share your intentions + frame it with an expectation = deliver it (then remind them that you did what you said you would)
For example, if you have an accountancy firm, you could say, “When you hire us to manage your accounting each month, our aim is to make this financial tracking process seamless and ultimately fun for you. You can expect us to deliver a monthly report in your inbox at the first of each month and we’ll contact you weekly to ensure we have the necessary financial information as we get started."
Now the intention and expectation are clearly stated.
Now for the good stuff—deliver what you said you’d deliver.
(photo via brett monroe)
Posted on April 13, 2015
by Tim & Tommy filed under