6 Customer Service Mistakes That Will Destroy Your Business
In this post, we’ll explain six common customer service mistakes that could destroy your business. Avoid these actions when interacting with your customers, so that you don’t risk your business’s future.
Customer Service Practices to Avoid
1. Arguing with Customers
The saying “the customer is always right” should be taken seriously. Although it might be tempting to bicker with difficult customers, this likely won’t help you resolve the issue, and you’ll be more likely to lose this person as a customer.
While fighting with a customer in-store can be damaging, it can be even worse if you insult a customer online. Your angry remarks will be visible to existing and potential customers, making your business look extremely unprofessional.
Ultimately, this is one of the most important customer service mishaps to avoid. We encourage you to handle customer service issues with kindness, patience, and gratitude, so that you don’t lose valuable patrons!
2. Giving Patrons the Same Deal
Don’t advertise “special” offers if they aren’t unique to your customers. Eventually, patrons will realize that they are being given the exact same deal, and won’t appreciate being misled. Instead, get creative and provide certain deals to consistent customers. This will reward them for their loyalty, and incentivize them to continue paying for your products or services.
3. “Too Good to Be True” Policies
Customers love a great deal. Often, receiving a coupon or other deal will inspire them to shop at an establishment. Due to this, some business owners use this to their advantage, and try to trick customers with deceptive policies.
Instead of stooping to these dishonest marketing tactics, strive to run a transparent business. Ultimately, being untruthful with customers will hurt your business’s reputation, and could cause you to lose business going forward. Most customers are savvy enough to realize when promotions are misleading, so don’t try to trick them!
4. Treating Customers as One-Time Transactions
Don’t simply focus on the sale at hand! Being pushy or ingenuine could make customers uneasy, and they won’t want to visit your business again.
Each customer that you encounter should be treated as if they’ll be a long-term customer. Foster relationships with them, and show that you’re passionate about helping them through your products or services.
5. Ignoring Customer Feedback
Because of the Internet, customers can easily provide feedback through sites like Yelp, Google Reviews, and Foursquare. Whether they write a review on these sites, comment on your social media posts, or contact you via email, it can be extremely detrimental to ignore their feedback.
Although all feedback won’t be constructive, it’s imperative that your customers feel heard. If you fail to respond to their queries, they may take their business elsewhere. In addition, you could be missing out on helpful feedback that could improve your operations.
6. Being Afraid of Complaints
Did you know that 45 percent of customers leave negative reviews online, and 63 percent of customers read these reviews?
Due to this, if your business makes a mistake or provides poor customer service, it’s likely that it’ll end up on an online review platform or social media.
Unfortunately, it’s nearly impossible to make every customer happy. So, instead of trying to delete or ignore negative reviews or comments, listen to what your customers are saying. Assess their complaints, and formulate a plan to fix the situation. This way, you can repair the customer relationship, and show readers that you’re dedicated to fixing mistakes.
Start Improving Your Customer Service
It’s difficult to start a business, and even more challenging to make it successful. Luckily, by avoiding these customer service mistakes, you can increase the likelihood that your business is lucrative for many years to come.
Editorial Note: Any opinions, analyses, reviews or recommendations expressed in this article are those of the author's alone, and have not been reviewed, approved, or otherwise endorsed by any of these entities.