“All companies have a single boss who can end the business and that is, the customer”
And however it sounds, this saying has a lot of truth. Without costumers, there is not business. Without clients there is no money. Without clients there is no future.
Today we will talk about those 10 things that customers hate because a smart entrepreneur is one who understands, values and is 100% committed to caring for and protecting their customers.
Customers are more demanding every day and meeting their expectations is a task that requires great effort.
The competition is strong and surely the options for products and services similar to yours are many.
So, if it costs so much to get or “catch” a client, why allow them to leave by neglecting aspects that we could improve?
Losing customers today is too expensive a luxury. Today I share with you the things for which they leave and never … return.
10 Things Customers Hate
- Entering a store or warehouse and there is no one there to pay attention to them. All your collaborators must be trained to be attentive to the entry of a client and approach as soon as possible to ask “how can we serve you?” And if for some reason they are busy, it is enough to look for the person’s gaze and indicate something like “welcome, come in and I’ll take care of you in a minute.” It frequently happens that a client who remains in the place for a couple of minutes without being attended to, turns around and leaves.
- Indifferent or contemptuous attention from the person who attends. Related to the previous point, it is important that the people in charge of serving the client offer a smile, are friendly and have an attitude of service that is perceived. If it has ever happened to you, you visit a place with excellent products, but the service is so bad that you prefer to go somewhere else where they serve you better (even if you pay a little more …)
- Lack of knowledge of the product or service. There are clients of all kinds. There are those seeking advice and experts seeking something specific. In both cases, our salespeople and customer service personnel must know how to qualify the customer in order to offer adequate responses to their needs. The sales process requires gaining the trust of the client and this has to do with the quality of the information we provide. An advisor who is unaware of your product or worse yet, someone who offers an inappropriate service or product far from making a sale will be getting a problem.
- Sellers who lie. Lying is not the same as offering benefits. Lying involves malicious intent, profit, and unprofessionalism. It is a serious mistake to sell based on lies. A fundamental principle of successful sales is “never treat the customer as if they were unwise.” Sooner or later the customer perceives it and will distrust to the point that he will leave without buying, he will not return and he will also reward you with bad references.
- Make long lines. Rows seem to be in fashion. Lines in traffic, lines at banks, lines at supermarkets, lines at the ATM, lines everywhere !! If queuing is so tedious, why turn our business into “the last straw”. If your client has had to do 10 lines during the day, do you think they will be happy arriving at your business and having to do one more …? Unless it’s really worth it, you’ll either turn around and come back when it’s less crowded or go to a place where you can shop without queuing or waiting 20 minutes in a waiting room to be seen.
- Support automated attendants. Automatic attendants are usually very functional and save you some costs. But misusing them can make you lose many customers. Personalized attention continues to be a quality that clients value highly. Calling a place and having to wait 3 or 5 minutes to get the attention of someone who attends or be transferred from extension to extension is the perfect formula for your potential buyer to buy … elsewhere.
- Employees eating on the premises. There is nothing more unpleasant than entering a business premises and finding the shop assistants eating and feeling that they will serve you in bad taste because you interrupted their lunch or in a hurry because they have to continue with it. It is convenient that your collaborators have a suitable place for their lunch break.
- Inopportune calls. Telemarketing is a great tool and when used well it can produce excellent results. But one of the weaknesses of this system is that if you are not careful, calls can become inconvenient, unpleasant and even irritating. A clear element that your telemarketing executive or your salesperson must have is respect for the time and activities of the prospect. Interrupting a meeting, starting to speak without stopping to ask, expose a service if prior presentation and other similar habits denote disrespect and far from attracting the customer’s attention they will provoke a cutting, contemptuous and even rude response that does not produce any result positive.
- Bad presentation in the clerks. The people who have contact with the client must be neat people always and without exception. Being cared for by someone poorly groomed, sweaty, disheveled, or unkempt is one of the things customers hate and detest the most. By principle, the best salespeople always have the quality of having an impeccable personal presentation. Details such as constant hand washing, using perfume, and taking care of your breath guarantee greater success with the client.
- Feeling watched. Crime has affected businesses in such a way that many entrepreneurs have a need to protect themselves. But a bad aspect of it is falling into the extreme of unconsciously distrusting all your customers. Clerks who harass the buyer, who watch him every step of the way in the aisles of the store, who check his packages, or who abuse with vigilant glances make the customer perceive a discomfort that will only accelerate his exit from your business. There is nothing more unpleasant than feeling like a criminal being watched at every step you take. Everything related to security and surveillance must be done with the utmost discretion.
As you can see, most of the reasons that your customers dislike have not so much to do with the product or the service itself. In fact, not even that much with the price because in fact most of us are willing to pay a little more in a place where we are treated like royalty.
Both good service and poor customer service pay off. And the good news is that these 10 points can be solved with a change in attitude and some training.
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