Survey Says: People Are More Likely to Avoid Companies Who…
In an ideal business scenario, everything would as planned. A product is received or service rendered in a timely fashion … without any hiccups. Everyone is friendly, follows through as they should, and there are no last-minute surprises. Technology works, deadlines are met, and everyone walks away satisfied. Everyone. Of course, this is a fantasy for a reason: business rarely works this way. Something inevitably goes wrong, or there is simply a lack of communication and details get lost between parties. One side expects something that the other isn’t willing to offer. (Or doesn’t know they’re supposed to offer.) Unfortunately, this can create hurt feelings and unnecessary responses.
Whether either side is at fault, it’s up to the company to make it right and ensure the customer is happy. Of course, there are customers who can’t be pleased – ever – but a large majority of the population has a universal understanding of how grievances are to be solved. A general rule of how complications are solved and business held.
Universally, this calls for “rights” and “wrongs.” Those who follow, gain business and those who don’t, are likely to lose customers.
Companies Are More Likely to Lose Business Who:
Offer empty promises – often disguised in marketing tactics, customers generally see these ploys as a trick to gain sales under false pretenses.
Don’t remember faces – the average customer will understand when someone doesn’t remember every detail about their life. But when entire conversations are had multiple times, they’re more likely to take it personally.
Tack on hidden charges – no one likes a surprise bill.
Treat customers badly.
Fail to follow through – avoiding calls or emails, not checking in after a special order, etc. can all send shoppers running in the opposite direction.
Don’t host fair prices.
Have a bad reputation.
Are hard to reach or gain information about their services (websites and online outlets can do wonders for advertising your business, even while you’re sleeping).
Don’t follow through with promises.
None of the above should surprise you – they’re all signs of bad communication, or a failure to follow through with business. But just because they aren’t surprising doesn’t mean that everyone avoids said tactics or finds ways to stick to positive attributes instead. Even when they know that following worst practices can drive away paying customers and create a negative reputation.
But, when setting up what you should be doing in a business, it can be just as easy to determine what not to do. By attacking your plan from both sides of the spectrum, you can work to create a well-rounded plan for your business to follow. A surefire way to create accuracy and a uniform understanding of what customers want, as well as how you can best give that to them.
And if you need a little bit of help getting there, just ask. Customers love giving their opinion. What they’re most happy about, what services they’d like you to have – all of which can work in your favor. Use their free advice in order to create a solid business plan. One that not only outlines what you should do to drive sales, but what steps will send them in the opposite direction.