Designing a Distance Learning App
2 September، 2021
School App Design and Development with an Online Management System
2 September، 2021
If you run a store or work online from home, you probably dream of attracting lots of customers
and increasing sales and revenue for your business, right? There’s one approach that can help you achieve this
goal: learning how to exceed your customers’ expectations.
نطلق على هذه الاستراتيجية في اللغة الانجليزية اسم overdelivering It means overdelivering—that is, delivering
What exceeds your customer’s expectations and what they expect and hope for from you.
Are you excited about the topic but feel that surprising your customer might be difficult? Don’t worry! Let me tell you:
Exceeding customer expectations isn’t difficult. It simply takes some attention, analysis, good judgment, and the ability to…
التأقلم مع المفاجآت، الصبر والتعاطف مع الزبون empathy.
These words may help you start to feel that this goal is achievable, because you’ll begin thinking about how to put it into practice.
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19 Tips to Help You Exceed Customer Expectations, Part 1
1. Know Your Audience in Depth
The first step to surprising someone around you is to get to know them really well, down to the smallest details
about them. The same applies when it comes to your customer.
Understanding consumer behavior and their past purchase history from your store or online shop,
The things that delight or frustrate your customer are essential to exceeding all their expectations and hopes.
Start by studying the characteristics of your ideal customer.
This is where it all begins: identify their demographic information—name, age, place of residence, marital status,
education level, income level, and so on. This information is very important because it will form the foundation of any research
or marketing strategy you develop to surprise your customer and show them that you care.
من الامثلة Examples of gestures that can surprise a customer and show how well you know them include offering them a cup of tea.
Choose green if you learned in an earlier conversation that he prefers drinking green tea.
مثال آخر: If you sell men’s shirts in your store and a customer walks in, and you already know that he prefers gray or
black or white, surprise him by showing him only options in those colors. I’m sure he’ll
be amazed that you know him so well and know which colors he wears, based on just a brief conversation you had before.
أعلم أن تذكر جميع هذه التفصيل صعب، لكن أدلك على الحل: حاول إنشاء جدول على Google Drive On
Gmail account, and organize useful information in it, such as the customer’s name and age, along with notes about his preferences.
وما يحبه.
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2- Put yourself in the customer's shoes to understand how they feel
Whenever you interact with a customer, try to put yourself in their shoes—but in what situations?
In every situation! To exceed customer expectations, try to respect customers’ personal tastes and base your approach on
what they like when presenting your products to them.
For example, it’s never a good idea to persuade a customer to buy white pants just because they’re not selling well
in your store and people don’t tend to buy them.
Think about it: If you were in this customer’s shoes, would you buy these white pants? Of course not—you’d feel that the shop owner
only wants to make a sale and doesn’t care about the customer’s experience or providing value.
Empathy for the customer is essential. Try to empathize with your customer at every stage of the buying process: starting with the greeting, then
offer them plenty of options. (One thing customers dislike is feeling that you’re impatient
when showing them different items with great styles, and that you just want them to buy from you quickly.)
You can exceed customers’ expectations in this situation by telling them you’re happy to show them all the products that
Sell it and lay everything out for them so they can make an informed, confident purchasing decision—not one made under pressure.
من الضغوطات.
The Most Common Mistakes Salespeople Make When Dealing with Customers—And How to Avoid Them
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3- Use your judgment to adapt to different situations and circumstances
Intelligence and quick thinking can be a powerful way to surprise your customer and exceed their expectations.
Sometimes, some customers ask a lot of questions and counter the arguments you make to show
the product’s importance with opposing ones. Their goal isn’t to challenge you or question the quality of your products, but rather
to hear you out and see how logically you reason, and how well you adapt and handle every situation that
توضع فيها.
So don’t worry in such situations. The quality and effectiveness of your answer aren’t very important; what matters is
Have an answer ready. Train yourself to do that.
For example, suppose you’re selling an online course about learning French. Someone interested in buying it might contact you through an online course platform.
دورتك عبر منصة لبيع الدورات التعليمية. While exchanging emails with you, the customer says:
“But why should I buy this course if I can find lots of free courses online
for learning French?”
This kind of situation is very common, right? Don’t worry—in cases like this, you can respond as follows:
“Yes, there are free courses, but they’re usually intended to introduce a topic or cover the material at a general level.
You may need something different—for example, preparing to travel or learning to discuss a specific technical topic.
And when you purchase a course—which is usually available for a nominal fee—you get full technical support from
the instructor, as well as the chance to discuss and practice what you’re learning with a virtual community.”
As mentioned, try to stay calm and think of an alternative response. This helps you exceed customers’ expectations and earn their trust.
And what you offer, because they feel that you know exactly what you’re selling and how to sell it.
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4- Tailor your approach to each customer whenever possible
This tip can go a long way toward capturing a customer’s attention and making them feel truly special in your store,
or on your website. Who doesn’t like feeling special and receiving personalized service?
By personalization, we don’t mean simply addressing customers by name—that’s a given and something customers expect when they interact with you.
معك.But you can certainly surprise them by addressing them by name along with their profession or professional title,
and asking about their son who’s studying abroad and whether his studies are going well, drawing on a previous conversation with them. Right?
Another way to personalize your interactions with a customer is to choose a greeting they enjoy hearing, or
one you’ve used with them before. You can also take a chance and joke around with the customer if it seems
they enjoy it and sometimes joke back.
Personalizing your approach to customer interactions is a more advanced step than the one we discussed earlier:
Get to know your customer in depth—but each approach has its own impact. It’s best to use both, along with all the advice that
سنتحدث عنها.
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5- Offer resources to help the customer if you can't assist them yourself
This step is very important and shows how genuinely you care about the customer and how committed you are to helping them in every way you can.
This sends the customer a clear message: you don’t just want to make a sale—you want to win their business and loyalty
to your products and brand.
If you don’t have the product in stock, there’s nothing wrong with helping the customer find another place or store where they can get
what they’re looking for. Don’t worry—this will build trust between you and the customer, and they’ll definitely come back to you
Next time, they won’t forget that you helped them.
What’s more, this kind of generous act may encourage the customer to دعاية visit your store, buy your products, and recommend that others come
to you and shop with you. They’ll feel compelled to return the favor and reciprocate, wanting to repay your kindness.
Even working online doesn’t prevent you from doing this. If you can’t find what the customer is looking for on your website, surprise them by offering
other websites that can help with their search.
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6- Train yourself or your team to respond to customers quickly
Responding to customers quickly is highly effective in exceeding their expectations.
Nothing captures a customer’s attention more than that, because, as we know, customers often encounter problems when contacting a company
—especially by email or through the customer support department.
Train your team accordingly, and assess your company’s capacity to determine the right number of employees
for the size of your business, your customer base, and the volume of their requests.
If possible, try to respond to the customer the same day. If you can’t, I recommend sending them a message thanking them
This reassures them that you’ll get back to them and gives them an idea of when to expect a response: within 24 or 48 hours.
ساعة…الخ
Trust me: this kind of practice has a positive impact on your credibility and helps customers wait calmly for you to get back to them,
while helping prevent complaints and misunderstandings caused by a company or entrepreneur taking too long to respond to
customers, without giving a reason or explanation for the delay.
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7- Give new customers a small welcome gift
It’s very nice to be a new customer visiting a company’s store or website for the first time and receive
a small promotional gift from the store, or a free company booklet or guide delivered to your email that helps you
في أمر معين.
If you want to exceed customer expectations, think carefully about this idea. It’s true that you’ll spend a certain amount of
money on it, but it’s worth the effort, as it will help earn customers’ loyalty to your store or website
and encourage them to continue doing business with your company for longer.
For example, suppose you run a store that sells household goods such as pots, cups, plates, glasses, and so on.
يمكنك التفكير في تحضير أكواب كهدية تكون مخصصة personalized، with each one bearing
An English letter featuring the shop’s logo.
Once you learn the customer’s name, offer them the cup bearing the letter that matches the first letter of their name.
Imagine how the customer would feel. We know that customers walk into your shop without expecting you to give them anything,
Wouldn’t this clever gesture exceed their expectations?
8. Send a small gift or a birthday greeting to your customer.
A person’s birthday is the perfect occasion to show them how special they are to you, isn’t it?
The same applies to your customers. If your goal is to exceed their expectations, you should pay attention to their birthdays
their birthdays, so you can surprise them with a small, thoughtful gift or keepsake they’ll love.
Create an Excel list of your customers’ birthdays. I recommend including each person’s first and last name, if they have one,
because using their name makes the gift feel more personal.
Leave a blank field in the list for important notes—for example, what exactly the customer likes. Do they like
mugs for the home? Would they appreciate a personalized pen to write with, or a beautiful tissue-box cover to decorate their desk? Could
يمكن لمنشفةٍ تحمل شعار المحل مع عبارة “[Store name] wishes Mr./Ms. [name] a happy birthday.” مكتوبة على
Would a card do the trick?
Don’t worry too much about the gift. Remember, the customer isn’t expecting anything from you on this occasion, so any small token
—even just a greeting card sent to their home address or by email—will exceed their expectations and give them
a pleasant surprise.
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9. To exceed your customers’ expectations, start with their problem—not your products.
This is very important advice, and it relates to the first interaction you have with the customer as soon as they enter the store.
You should know that customers walk into your store already expecting to be hit with a barrage of products and offers.
So try to exceed their hopes and expectations and surprise them with the following approach:
Start with a phrase that shows how interested you are in understanding what brought them to your store. Show them that you genuinely want to
help and are ready to learn every detail about the problem they’re facing or the need they want to meet.
Then try to start a conversation about the problem or need. Offer details and suggest ways or approaches to help them solve the problem
or meet their need with as little effort as possible. Share insights from your own experience or that of other customers,
How they acted and what they thought.
Remember that customers are strongly influenced by other people’s opinions and experiences. Simply knowing that you’re thinking about helping them based on your experience will help them feel more comfortable with you,
and more open to learning about the options you have, since you’ve already shared their concern and given them the opportunity
الكافي للتحدث.
Based on the benefits, recommend only the product or service that solves their problem—without directly telling them
مباشر أنها لديك، وعندها ستراه يبادرك هو بسؤالك: “Do you have this product or service?”.. إذاً
The key is to start by empathizing with the customer and focusing on their problem. Don’t lead with your products, or it may seem
like you’re only interested in making a sale.
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نصيحة أخرى:
If, after learning about your product, the customer says they don’t want to buy right now, don’t push too hard.
اعلم أن الزبون عندها قد اتخذ قراره النهائي بعدم الشراء حالياًand that insisting will make it seem to them that you really want to
make a sale, and that everything you did at the start was just for show.
But if you leave them your phone number and address and openly let them know you're ready to help at any time, they’ll likely
come back the next day. They’ll be returning deliberately, because they’ve seen that you’ll genuinely help them
and aren’t just trying to sell them anything you can.
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10. Be flexible when negotiating a discount with a customer.
Everyone likes a good deal. We Arabs in particular enjoy negotiating with shopkeepers and want to get
a slightly better price, even if the difference is very small.
When a customer asks for a discount, if you can afford to offer one, don’t hesitate to give them a discount and accommodate them, because not
That may upset them, even if they don’t show it, and they may not come back next time.
How about exceeding your customers’ expectations on this issue by doing the following:
The customer starts negotiating the price of your product or service, already expecting to hear phrases, explanations, and justifications for
why you can’t offer a discount. So surprise them with your very first words and say something along these lines:
“You’re our customer, and we’re here to meet your needs. The best discount I can offer you is ………”
You can offer a discount that aligns with your strategies, because even if the customer insists and asks for a different figure later and doesn’t
When they receive it, they won’t be upset; they’ll thank you for your generosity and willingness to offer a discount. This is the experience that
will stay with them and earn their satisfaction.
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Continue to Part Two
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