How To Lose Customers
Customer satisfaction is essential to the long-term success of any business. Discussed here are mistakes we’ve seen others make. Mistakes you’ll probably make at some point along the way. If you are reading this, then you probably truly believe that the success of your business relies on you to make your customers happy and successful. However, there are times when we might do things that make our customers angry or annoyed, even when we don’t mean to.
If you can find a way to avoid these, then you can guarantee most of your customers will be happy campers.
Talk about politics or religion
You can be badly mistaken if you assume that everyone is going to fall on the same page with your political or religious views. Religious and political views can be very controversial and most people can get fired up about such topics Even worse, is sharing your political and religious views uninvited. Hence it’s never a wise thing to talk about politics or religion with strangers.
Taking forever to respond to a call or an email
Nothing annoys customers more than having to wait a long period for a response. The worst case scenario is when the customer receives no response at all. We live in a ‘microwave’ generation where services are expected to be fast and most customers want to be treated with the highest priority. Hence it is no surprise that a delayed response can annoy customers; it signals that you are not serious about doing business with a customer. Most businesses pride themselves in being able to deliver their services at a fast pace and so should their responses to phone calls and emails.
Can’t get a human on the phone
Have you ever called one of those airline companies only to have an automated voice presents you with a long list of menu options? Even worse, when none of the options seems to help with the particular problem you have? Automated voice options aren’t bad at all and mostly can help businesses be more effective. Customers usually get annoyed when the automated systems make it extremely hard to get a hold of human to talk to. Most people want their issues and requests to be resolved efficiently rather than with bells and whistles.
Bouncing them around
One of the biggest customer turnoffs is getting bounced around through different departments. Even more obnoxious is when a customer has to repeat their account details or credentials for every call transfer. When a customer’s call is transferred, he or she typically assume that they are being connected with a more senior staff member who can deal directly with their problem. It’s important that customers feel that they are making some sort of progress towards resolving their issues. Ensuring that they are connected with a more senior member everytime their call is transferred is a sure way to let your customers know you do care about their problems and issues
Leaving their place messy
Nothing is more rude and unprofessional than leaving a place a mess than it was before. Leaving the work or job site better than you found it speaks volumes; it shows that you take pride in your job and presentation of your work.
No one enjoys being nickel & dimed; Imagine budgeting to pay for a service only to find out later that there are unexpected fees that come up. Hidden fees will make your clients think of you as a dishonest person.
When a customer is upset or annoyed, companies tend to resort to refunding, giving away free products or some form of compensation. However, there are times when none of these work but a simple apology would make customers feel a lot better. Showing sympathy and empathy can go long ways
Doing crappy work
No one ever wants to pay a professional to do subpar work. Even more aggravating is when a customer has to call back because of your business, made their problem even worse. Every client pays to have a positive experience, hence when you do crappy work, they are more likely to never invite your business back again. Not only will they be annoyed but they are more likely to be emboldened to leave a negative experience for you such as a bad review.
Being rude or condescending
This is very disrespectful. You should never make your customers feel like idiots. Nothing will lose you, customers, faster than being rude and condescending.
Golden Rule – Treat Your Customers The Way You Want To Be Treated
Nobody likes to be made to wait or deal with rude people. Every customer wants to be treated with sympathy. While most of us are doing our best every day to make our customers happy and feel appreciated, we can easily slip and make mistakes.
The examples above can be kept as a reminder to staying on top of keeping your customers happy.