Having satisfied customers and employees are essential to successfully running any business, especially when you run a service-based business. Customers bring you money and enable your business to thrive and move forward, while employees take care of your customers and enable you to run your business smoothly.
One of your responsibilities as a business owner is to make your customers and employees feel valued. As a result, you can grow your business value in the marketplace because this quality, both directly and indirectly, has a massive influence on reducing your costs, generating more profit and developing your strong brand positioning.
Therefore, knowing about the requirements and expectations that your customers and employees have is vital in attaining this result.
In this article, I will have a look at the definition of requirements and expectations, types of people’s requirements, and the relationship between people’s requirements and their experiences.
At first, let’s start with the definition of requirements and expectations that come from people. If I want to keep it simple, a requirement is simply a statement provided by a person (in our case, a customer or an employee) about what they believe they NEED and WANT in order to solve a particular problem or take a new opportunity.
On the other hand, we have an expectation which is to think that someone (or a business) should behave in a particular way or do a particular thing. For example: PRICE. Customers are always on the lookout for the best price that matches their requirements. That is one very common customer expectation.
If your business enables people (customers and employees) to properly meet their requirements and expectations, they will be more satisfied, motivated, and engaged. You should know that this is not related to a specific part of your business, especially when we talk about customers. Instead, it must happen from end-to-end during the front-stage and back-stage of your business, which includes services, people, processes, and IT systems.
Secondly, let’s look at the types of people’s requirements, because they are important. When we talk about the requirements that are related to customers and employees, they are divided into two categories: People’s Needs and People’s Wants.
As you can see in the image below, Needs come from the left side of the human brain which is related to logic. It means we logically think that we must meet these requirements to achieve our desires. On the other hand, Wants come from the right side of the human brain which is related to emotion. These are requirements that we would like to meet mostly based on our feelings.
Both of these types of requirements are important and failing to meet both or one of them will cause dissatisfaction and unhappy situations, and if you do not make it right, then you will lose not just your customers, but also your employees. Not only that, you will destroy your brand’s reputation, which simply has a massively negative impact on the value of your business.
Therefore, if you can clearly identify and understand people’s requirements and expectations (especially your customers) and properly address them throughout different parts of your business, you will be able to provide better services and add more value to people.
Research shows that 55% of customers are willing to make higher payments for better service.
The fact is that most of the time, businesses try to fulfill people’s needs and they do not really pay attention to people’s wants. This is wrong, especially in relation to customers, as we all know that people buy on emotion and justify their decision with logic.
As I mentioned above, Wants come from emotion and in most cases, people generally do not talk about them, but satisfying these wants is essential for keeping both your buyers and employees happy and motivated for a long time.
In the next article, I will look at the importance of the relationship between people’s requirements and their experiences.
If you would like to know how you can properly apply this concept in your business to identify your customers’ requirements and expectations correctly and see if the experience that you provide for your customers is satisfactory while making them feel valued, I would like to offer you a Complimentary Customer Opportunity Evaluation and Health Check Session. This is a free session, so to find out more information and book your session, please go here.
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