#1 Posted: 5 Dec 2014 09:11
A sure way to lose customers is to deliver a bad customer service experience. And the customer service doesnít even have to be flat-out terrible Ė although that would surely do the trick. But even a lack of concern or an attitude of indifference can make customers question whether they want to continue doing business with you. If you want to avoid this, carefully consider these five things that drive customers away.
1. Donít greet the customer. How do you feel when you walk into a store and there are employees standing around, perhaps talking to one another, and they do not bother to greet you or acknowledge you in any way? Years ago, I walked into a hotel, lugging a heavy suitcase, and the front desk clerk was busy typing on his computer. After a long 30 seconds, he looked up and said, ďIíll be right with you.Ē He kept typing for another minute or so before finally asking, ďAre you here to check in?Ē I responded in a nice way, but even years later, I remember the feeling of not being acknowledged.
2. Donít show concern for the customer. Thereís an expression attributed to John Maxwell that states, ďPeople donít care how much you know until they know how much you care.Ē Caring is an essential part of customer service, and itís something that you canít fake. The customer can tell if you have genuine concern, and if you do, it goes a long way even if there is a problem that is beyond your control. On the other hand, indifference is a customer relationship killer.
3. Donít listen to the customer. Sometimes you just have to stop talking and listen to what the customer has to say. Even if you already know thereís a problem and how to resolve it, the customer still wants to be heard. A breakdown in communication is the worst Moment of Misery you can have with your customer. You may resolve the issue on paper, but the impression that the customer leaves with is, ďThey donít listen to me. I donít like doing business with them.Ē
4. Donít respond to the customer. How do you feel when you leave a message on the phone, or send an email or Facebook message, and get no response? Frustrated? Thatís how customers feel, too, when companies donít respond to customer service complaints or problems.
5. Donít show gratitude to the customer. People need to feel appreciated. Customers, especially, are making the choice to spend their hard-earned money at your place of business. Donít forget to say thank you. In person is essential, but you can also send a thank-you note or email. Let your customers know you appreciate them.
Iíve shared five, are there any other ways you would add to this list?