Occasionally we like to share information on other topics from top local experts.
Today’s great tip is no exception thanks to Lee Evans, Owner, CEO & Customer Experience Management Expert at SurveyMe, a fantastic digital platform to Create mobile surveys, Capture real-time feedback & Reward your customers.
Originally published as a blog post on their website, this excellent essay on the topic of customer retention was titled - “4 Reasons Why You Lose Customers”:
“4 Reasons Why You Lose Customers
How many customers has your business lost in the past year? Are you certain of that number? How many just simply stopped buying from you, but you don’t know why or even realise they have stopped buying from you? Remember; even in a recession, people don’t stop buying, they may just stop buying from you!
The important question is why do we lose customers? There are many reasons, some of which are below. But how many of us know why they lose customers but just chose not to do anything about it? Is that the way to run a business in any climate?
Here at SurveyMe we want to supply you with the tools every business needs to maintain loyalty with customers, gain new customers and help you create a process that exceeds your customers and staff’s expectations. We offer a free trial meaning you can trial the system so visit www.survey-me.com to register free.
More often than not, your customers will walk away from you without telling you. Research tells us that for every customer who complains, there are 26 who remain silent. So unless they have built up a really good relationship with you, in which case they might tell you, you may never know what you’ve done to make them go elsewhere. Some of the principal reason why your customers will tend to go to your competitors:
1. You don’t show them any love – well not quiet but you don’t show them any personal attention making them feel unloved. If you don’t show you care, e,g. by actively listening to them, they will go somewhere that shows they care. Your customers want to feel valued and listened to and you get extra brownie point if you can then demonstrate what you have heard and what you have acted on as a result.
2. Misplaced staff training. If you don’t know what your customers value most about buying your service, how can you train your team to serve their needs and exceed their expectations? Knowing what is important to your customers, by asking them, is the first step in improving your customer experience management. Apart from saving you money on training in the first place, it will make for a happier team serving happier customers, and increased profits. Everybody wins!
3. The wrong people in the wrong jobs. I’m constantly amazed by how many unfriendly people there are in service industries who are forced to interact with customers. Customer engagement skills are inherited personality traits – they are not something that can be taught! When your team interact with customers remember they are the first, and often lasting, customer’s impression for your company so let someone do it who has manners and skills to do it right!
4. Your staff blame anyone or anything for not being able to help your customers. The old saying goes there is no “I” in team, if you’ve not read it have a look at ‘What happens in the “I”… “They” culture’, this is a clear indication that your company has communication issues which need to be resolved. This mindset will eventually manifest itself in customers leaving you. Engaging with your customer facing employees for their feedback helps identify potential communication issues before it’s too late and leaving you wondering where your customers went! If you can’t be bothered to invest in listening to your employees, customers will not put up with delays and problems that are not dealt with correctly and professionally they will somewhere that puts customers first not last!
How many times have you heard or even said yourself that the reason for losing profits is no customers. The bottom line is that customers will go where they feel they are cared for, listened to, appreciated and that what they say is heard and acted on. Happy employees + Happy customers = Increased profits and healthy business.”
Using mobile survey apps like SurveyMe can help you engage with your customers and your employees in one simple system. Like us CLICK HERE – Sign up to a FREE trial and see for yourself what a great tool this is for your business.
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