How to Lose Your Customers Right Away
Customer service has transcended from a mere support to become a very important function in every business, irrespective of size and industry. In fact, CNN Money reports that mid-size companies believe this is now a competitive differentiator to fuel growth.
However, there are still many entrepreneurs who do not appreciate the value of this service and continue to commit the 8 common mistakes that will eventually undermine their business performance. These include:
- Failure to fulfill your promises. Once a commitment is made there must no excuses or apologies.
- Lack of flexibility. Saying “that’s our policy” is one of the quickest ways to lose a customer. You should explore all possibilities to meet the demands of your customers, even if you have to bend some rules from time to time.
- Selling substandard products. If you can’t bridge your product claims with actual experience then there is no sense continuing your business.
- Not accessible to customers most of the time. If customers find it difficult to contact your customer service then don’t feel bad if they switch to your competitors right away.
- Lack of training. As they say, winning is a habit and so is losing. If you have lousy customer service agents, don’t expect any miracle that they will improve without any effort at all.
- Lack of proper manners. Basic customer service protocols like greeting your customers and saying “thanks”, “sorry”, and “please” do matter to most customers.
- Inaccuracy. Misspelled names and wrong contact information can bog down your customer service and might vex even your loyal customers.
- Ignoring complaints. Some customer service agents like to jot down complaints but don’t really act on it until a customer makes a follow up.
