The expectations these days with retail stores, hospitality and services are quite high, and so they should be. There is so much competition out there and if you’re not going to provide at least half decent customer service you’ve just lost a customer!
No matter how great your products are, how amazingly delicious the food and coffee you serve is, or that you can provide the best coverage at the best price, if you’re unable to produce high quality customer service you won’t be getting the sale or a returning customer. So do you want to lose your customer? (I’m sure there answer is no) It’s simple, deliver a bad customer service experience! Honestly, it doesn’t even have to be that bad. Sure, if it’s flat out abysmally terrible customer service you’ll lose the customer, but sometimes it’s much less obvious. It can be just as simple as an attitude of indifference.
I recently I had an outrageously bad customer service experience, with a business I would rather not mention as the issue was resolved once spoken to the manager, but why does it need to lead to that? The employee “helping” me out, could not care less about my frustration, let alone help me resolve an issue he’d caused.
Here the most common reasons why you might be losing your customers.
Have you ever walked into a store and seen employees standing around, paying attention to everyone except for you? How irritating. It makes you feel so little. Yes, I don’t want you to pester me with a million questions, but a simple “hello” and a smile, just the acknowledgment of you being there would be enough.
If there is one important part of customer service, is that you care and the customer knows it. Apathy kills the relationship and true caring and concern for the customer trumps all.
Customers want to be heard, and equally as important, understood. It’s one thing to make an error, it may irritate the customer as he/she will have to spend time getting it resolved, but if you have a problem that is due to a breakdown in communication, well that is the worst Moment of Misery you can have with your customer. Listen and ask questions to find the best solution. Remember, each customer is different, but also unique to the business.
It is so frustrating to leave a message on the phone, send an email and getting no response. A bad customer service situation gets worse when the company doesn’t respond to the complaint or problem. You may not have the answers at their problems but a quick email or call back stating that you’ll chase it up and get back to them, will make a huge difference.
A fundamental need of most, if not all people is to feel appreciated. Customers want to be appreciated for spending their hard-earned money at your place of business. So say, “Thank you!” Send a thank you note or an email. Let your customers know you appreciate them. It is really that simple!
Keep in mind, customers are what make or break a business. They are the main focus of every business, and so they should be. You lose the customers, you lose your business and/or wage. With today’s technology it is so easy to write an bad review/testimonial for everyone to read and spread the word of the bad customer service you’ve provided. You’ll lose a lot more than just that one customer.