Giving a good customer experience will win you business. It’s the best marketing you can do. Here’s why.
Giving a positive customer experience is the cornerstone of a successful business. It’s remarkable, therefore, how often so many companies, big and small, get customer service wrong. Here are ten sure-fire ways to drive clients away from your business. Avoid them at all costs.
1: You don’t answer your phone
If a client is taking the time to call you, they’ve probably got a burning inquiry they want to be solved. There’s nothing more frustrating than a busy tone, or worse, an automated answering machine with multiple options that never seems to end.
2: You’re too pushy
Sales are important, but pushy salespeople can do more harm than good to your company’s brand in the long term. The hard sell can be a major turn-off.
3: You’re seeing someone new
Customers hate it when they see you offering better deals to new customers than they are on. If you value new business more than existing customers, you should expect dissatisfaction.
4: You don’t take responsibility
When things go wrong, a customer appreciates a business which can assume the responsibility and fix things. When a product or service hasn’t been provided as promised, the last thing a client wants to hear is excuses.
5: You’re messy
An untidy office, waiting room or meeting room gives a terrible impression to customers. If you’re letting the cleanliness of your workplace slide, they’re entitled to wonder what else you’re overlooking.
6: You’re high maintenance
People appreciate a high-quality service, but they also appreciate good value. If your product or service is overpriced, customers will eventually look for alternatives.
7: You’re dishonest
Misleading a customer about the nature or quality of your services is probably the worst thing you can do. Lie to clients and expect your relationship to disintegrate quickly.
8: You ignore feedback
We’ve all got things we could improve on. Collecting customer feedback and taking it on board is a crucial step in improving your services and growing your business. Ignoring feedback is a recipe for decline.
9: You’ve changed
If it isn’t broken, don’t fix it. If you’ve built up a loyal following by offering a particular product or service, then changing how you do things could alienate the customer base you’ve worked hard to build up.
10: You’re a robot
The world is moving towards automation, but a lot of people still prefer a personal touch when dealing with a business. This is especially true when it comes to customer service. No one likes talking to a machine.
Article by Peter Flanagan.