Want to Lose a Customer?

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. whatever

Here the most common reasons why you might be losing your customers.

1. Acknowledge

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.

2. Care

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.

3. Listen

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.

4. Respond

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.

5. Appreciate

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.

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25 Comments

  1. June 9, 2017 / 12:04 PM

    So true! Good customer service makes a big difference.

    • June 9, 2017 / 9:39 PM

      Yep it does. If customer service is great you keep going back even if product isn’t perfect…

    • June 9, 2017 / 9:39 PM

      Awww thank you so much ☺️☺️💕

    • June 9, 2017 / 10:09 PM

      Thank you lovely ❤️

  2. June 9, 2017 / 10:24 PM

    Having been in hospitality and customer service for over 45 years, your article is well written and excellent. You have restored my faith in your generation to carry the torch of “above and beyond”. And than you for following me 🙂 I look forward to reading more of your work!

    • June 9, 2017 / 10:27 PM

      Thank you much !
      This comment made my day, truly means so much. ♥️♥️

  3. June 9, 2017 / 11:41 PM

    Yes, Eirini, I don’t want to be hounded by the fashion store salesperson, or an over enthusiastic waitstaff whilst eating. However, I really appreciate a modest, sincere attempt to see to my needs by the service staff of any organisation/restaurant/company. It definitely determines whether I return to their establishment, and colours my opinion of their product, etc.
    A little courtesy goes such a long way! 🙂
    xoxoxo

    • June 14, 2017 / 2:14 PM

      Exactly Carolyn. Courtesy goes a long long way. It is all about loyal customers and we all become loyal customers if treated right and with respect 🙂
      <3 xx

  4. June 10, 2017 / 9:25 AM

    So useful to break down the fundamentals of customer service like this!

    • June 10, 2017 / 7:58 PM

      Thank you Jess ☺️☺️☺️♥️

  5. June 12, 2017 / 5:54 AM

    Sadly I’ve seen all these bad practices at Walmart.

    • June 14, 2017 / 2:09 PM

      Sadly it is very common. Not so much in Australia as other countries but it still happens. I believe the biggest issue is that people accept/take jobs that they don’t enjoy at all, stick to them for years and years because it pays the bills, but it reflects on how they treat others on their work place… in this instance customers.. :/

  6. June 17, 2017 / 11:02 AM

    Most of my fellow Hungarians could take these to heart. Customer service over here is hit or miss, either people will go above and beyond, or they’ll really let you know they’re having a horrible day. It always gets me how the standards change with each country. Although, to be fair, Eastern Europe and parts of Germany seem to really have built a reputation on “customer service made for a fetishist.”

    • June 19, 2017 / 2:41 PM

      I so agree with that. Customer service over in Europe isn’t the best from my experience.
      wish more people would understand that customers are what keep their businesses running…what can you do though ? 🙁

      • June 19, 2017 / 3:03 PM

        Bring them flowers? Presents? I kid. Then again, bribery apparently worked really well here during communism. English-speaking countries do have friendlier customer service I noticed.

  7. August 3, 2017 / 1:13 AM

    It is hard to know what is not enough and what is too much. I have an Etsy store and try to sell crocheted and loom knitted items. They say if you price your items low, it devalues the other people with similar items. If you set the price too high, then no one buys it. I haven’t mastered it yet, but hope to someday.

    • August 3, 2017 / 9:38 PM

      I know the struggle as I make and sell candles. Hard to judge what to charge. As long as you provide a decent customer service you have a returning customer ☺️☺️☺️❤️

      • August 4, 2017 / 12:14 AM

        Our local fair is next week. I am going to enter as many of the finished products I have. Hopefully, if I get a ribbon or two I can at least promote my items as ‘prize winning’. We will see. My husband is disabled and could help but he’s a ‘big money’ person. He doesn’t want to take the time to post/package/mail small items. If it isn’t going to be a large amount, he won’t bother with it. And even if he does, I still have to package and mail it. Sorry…plus I still work full-time. So I try to follow your suggestions, but sometimes it is just too much.

  8. November 13, 2017 / 5:44 PM

    You really got the points of what I encountered yesterday..after I spend a lump sum of money I didn’t get my product so I called the Managing Director to complain and he asked me to approach the technician who is on the way..when the technician reached I was told that he was not informed anything by MD..after some maintenance checks,he went back without solving my problem.
    Until today,I tried to call the MD but no one picks up the phone anymore..is this merely bad service or considered cheating as well?

    • December 6, 2017 / 11:35 AM

      Sorry for such a late response. I’ve been traveling overseas hehe.
      Oh wow! how frustrating. I feel for you. I’ve had similar issues in the past .. I believe that is poor customer service but also lack of communication within the business … sad 🙁
      hope your problem gets sorted soon 🙂

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