Avoid these bad habits in order to keep your relationships with your customers intact.
Every business owner wants to keep his or her clients as happy as possible. Whether you’re hoping for positive testimonials, for repeat customers, or simply to make as large an impact as possible, you know that your customers are the bread and butter of business, no matter which industry you’re in. But there are a few things that will immediately turn your customers away from your company that you should be aware of.
Here are three things your customers can’t stand. Make sure to avoid them in order to keep up your relationships and excel at customer service.
- Inauthenticity: Your customers will be able to smell someone trying to play them from a mile away. If your brand is making false claims or trying to be something it’s not, it’s going to come off like those politicians who show up in small towns with bespoke suits on. Be who you are knowing that your brand will either attract the people it’s meant to work with or repel the ones who aren’t your true audience. Similarly, those outlandish but tempting promises, like that you have the best cup of coffee in the world? Skip them in favor of a more authentic message.
- A lack of clarity: The clearer you can be with your audience, the better. This could mean anything from having a super-firm refund policy on your website to providing comprehensive product descriptions. The last thing you want is for customers to be confused over some aspect of your business. For instance, if you’re a wedding photographer, by explaining to them in detail what your package consists of up front, you’ll eliminate a later argument about 8 hours of coverage verses 12. Clarity is a must when it comes to maintaining good business relationships.
- Feeling unimportant: You know when you’ve been on hold for an hour and a recorded voice keeps reminding you that “your call is important”? It sure doesn’t feel like it when nobody has the time to speak with you! Technology like callback software can help your company honor the time of all of your customers. It’s also important to make sure you have multiple channels of communication staffed by customer service representatives—customers don’t always embrace the most direct mode of communication and may instead send you Instagram DMs or mailed letters, which are easy to miss. You want every single customer to feel heard and respected, no matter how he or she reached out to you.