Feature

Exceeding expectations one customer at a time

October 17

There are a lot of different strategies on how to grow your customer base. Every startup is looking for the secret sauce to make them stand out in a crowded and noisy marketplace. Growth hacking has become a hot topic on the startup scene. Many companies are essentially throwing jello at the wall to see what sticks. I do not doubt that some of the hacking short-cut strategies work but I'm a firm believer that you win customers one at a time. It takes effort, time, persistence and a willingness to engage. As a bootstrapped company with limited resources, one of the most cost effective ways to find a new customer is to be on the look-out for people with unmet expectations and then exceed those expectations with superior customer service.

When was the last time you had a negative experience with a company? Why was it negative? It probably involved an interaction with a customer support representative and unmet expectations which resulted in you walking away unsatisfied and in no mood to spend money with that company again.

When was the last time you had an excellent experience with a company? What made it stand out in your mind? It probably involved some level of
personal interaction and your expectations being exceeded, you probably even told some friends and colleagues about the great experience you had.

What differentiates the positive experience from the negative one? Expectations. As a company you need to be ready to exceed expectations whenever the chance arises. 

The following is a recent Twitter conversation I had with Sarah. She had unmet expectations with a competitor.


I threw a quick tweet out, jumping at the chance to exceed Sarah's expectations.


Sarah had some difficultly getting started with PageProofer so I gladly talked her through the issue.



After a little back and forth Sarah was up and running with PageProofer.

The end result? A happy customer who gladly promoted my company, and even wanted me to take her moniez :)



From someone who was disgruntled with a competitive service to an enthusiastic customer who publicly promotes your company to their network. All it took was a tweet and a willingness to exceed expectations.

Look for a chance to exceed someone's expectations. You won't regret it.


“Thank you very much for your supreme assistance!”
Alex @ Sitnik
“Your customer service is amazing. Thank you!”
Laurie @ The Black Dog Group
“I'll seriously consider placing an order for a superhero costume with Santa for you this Christmas. THANK YOU!”
Jessica @ Granuldisk

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