Businesses gain and lose customers on a daily basis. What many businesses fail to realize is that the way their business operates, interacts and reacts leaves a larger impression with consumers than they know. It is important to make adjustments to your business practices to bring those losing faith in the company back through the doors.
Impersonal Responses to Inquiries
Using generic, pre-fabricated responses to inquiries and complaints turns customers off. Companies must treat every situation individually and should address each inquiry as a unique one. Allow your customer service representatives to create custom responses following company set guidelines to improve the customer experience.
Non-Reaction to Reviews
It is quite difficult to keep up with every review left for your business, but it is important that you at least react to reviews. Whether a review is good or bad, your business needs to recognize it and respond accordingly. When customers leave service or product reviews, it is important to react in a positive and professional manner. Argumentative tones only escalate the situation and make it difficult to resolve an issue.
Producing Unsafe Products
Perhaps the easiest way to lose customers is to produce an unsafe product. Products that can cause harm to consumers such as spontaneous fire dangers, exploding devices or toxic material use can completely destroy a business. It is important to be transparent about the ingredients or materials used to manufacture products and warn customers of any potential dangers.
Inability to Evolve with Trends
Trends exist in every niche. For a company to be successful, it has to be able to adapt to trends and create a way to appeal to its customer base in an appropriate way. Displaying how products can be used in alternative ways, to remain in with trends shows that a company can evolve.
Inability to Adapt with Technology
Technology is a part of every business in some way. Using the most current technologies such as point-of-sale systems, integrated online customer service platforms and mobile application availability shows adaptability and flexibility to consumers. Ensure that new technologies are fully tested before being released to consumers for use.
Difficult to Contact Company
Customers have to have a simple and easy way to contact a company. If you only provide the option to send an email and take days or weeks to respond, this leaves an unfavorable impression with your customers. Most will likely ask for a refund rather than a replacement in these situations. Provide multiple options for customers to contact your company including telephone, live chat and email support to bounce back from a string of poor customer contact complaints.
High pricing for lower-quality goods turns customers off. If your product costs more than a competitor's, you have to be able to justify the increased cost. In this situation, you will want to survey your competition's products and what each product is made of. From here, you can adjust the pricing of your products to be more competitive.
Poor Approach to Marketing
Marketing is a major lifeline for any company. You have to market to the right demographic groups in the right ways to leave a positive impression with customers. Boring, outdated or tacky attempts at marketing turn society off--leaving your company with lost revenues and lost customers.
Poor Customer Service
Customer service is a major artery for a business. If this major artery is severed, it is difficult to bring that customer back. It is also likely that the lost customer will bleed out into society with negative commentary. Negative commentary can bruise your business' reputation fast as poor commentary is shared on social media, spoken in a local area, or written directly to a company.
Poor Quality Control Standards
Quality control standards must be upheld at all times. The second an employee shows slack in his/her work ethic, it is time to have a discussion with that employee and offer retraining or a shift in position. The products that your company produces must be safe and up to industry safety standards at all times.
Losing customers is something that happens to companies around the world every day. In most cases, small losses go unnoticed as new products are introduced sparking the interest of consumers again. Take some time to inspect your company's satisfaction numbers, sales numbers, and reviews.