Foreword Online

Ideas, information and industry news for collegiate retailers

If You Want to Lose Customers, Do These Five Things

Posted by Dean Asher on 2/4/15 10:00 PM
Topics: college store customer service
Losing customers for good is easier than you think. Shep Hyken at RetailCustomerExperience has outlined how to do it in just five easy ways. We have a feeling you'll actually want to do the opposite, but if our excerpt is not enough to get your flawed customer service fix, you can see the full post here.

1. Don’t greet the customer

How do you feel when you walk into a store and there are employees standing around, perhaps talking to one another, and they do not bother to greet you or acknowledge you in any way? Years ago, I walked into a hotel, lugging a heavy suitcase, and the front desk clerk was busy typing on his computer. After a long 30 seconds, he looked up and said, “I’ll be right with you.” He kept typing for another minute or so before finally asking, “Are you here to check in?” I responded in a nice way, but even years later, I remember the feeling of not being acknowledged.

2. Don’t show concern for the customer

There’s an expression attributed to John Maxwell that states, “People don’t care how much you know until they know how much you care.” Caring is an essential part of customer service, and it’s something that you can’t fake. The customer can tell if you have genuine concern, and if you do, it goes a long way even if there is a problem that is beyond your control. On the other hand, indifference is a customer relationship killer.

3. Don’t listen to the customer

Sometimes you just have to stop talking and listen to what the customer has to say. Even if you already know there’s a problem and how to resolve it, the customer still wants to be heard. A breakdown in communication is the worst moment of misery you can have with your customer. You may resolve the issue on paper, but the impression that the customer leaves with is, “They don’t listen to me. I don’t like doing business with them.”

4. Don’t respond to the customer

How do you feel when you leave a message on the phone, or send an email or Facebook message, and get no response? Frustrated? That’s how customers feel, too, when companies don’t respond to customer service complaints or problems.

5. Don’t show gratitude to the customer

People need to feel appreciated. Customers, especially, are making the choice to spend their hard-earned money at your place of business. Don’t forget to say thank you. In person is essential, but you can also send a thank-you note or email. Let your customers know you appreciate them.

Article comments

Subscribe for updates

Share your experience

Contact our editorial team to set up an interview or to contribute a guest post.

Most popular posts