© 2014 Katherine Williams. All rights reserved.
Chicago, Illinois 60615 ♦ (773) 405-
Nine Mistakes That Can Drive Customers to Your Competitors
Customer service is absolutely essential for retaining customers and building an outstanding business reputation. It may be true that some businesses are successful even though they have poor customer service track records, particularly if they are monopolies. But, in this competitive and volatile economy, it pays to treat customers with the utmost care. Besides good customer service is a matter of integrity.
Listed below are nine mistakes that can drive customers away.
For instance, I once worked temporarily at a law firm. I was surprised to see that
they charged clients for sending faxes on their behalf. Perhaps this is a common
and an accepted practice in this profession. But there are many things that businesses
do for customers such as answering questions or responding to e-
Of course, abuse from customers should not be tolerated. And sometimes legal intervention cannot be avoided. No matter the situation, it is good business practice (and necessary mental health care) to avoid emotional battles with customers.
It is true that one needs to have or develop a “thick skin” to effectively deal with unhappy, angry, or difficult customers, but some people are just more sensitive than others. If you are a more sensitive person, developing techniques for dealing with negative feedback will help you maintain composure.
For example, I visited a shoe store and asked for a particular type of shoe. The salesman bombarded me with a lot of flattery and unsolicited – even intrusive – advice. He showed me a lot of great shoes and used a lot of pseudo expert “mumbo jumbo” to try to convince me they were right for my needs. But he never showed me the kind of shoe I wanted. He finally admitted he did not have that shoe in stock. His need to sell the shoes in stock outweighed my need for the pair of shoes that would work best for me. Explaining that the shoe I wanted was not in stock from the beginning would have been the most sincere course of action. Instead, he wasted my time and discounted my needs. And, of course, I didn't buy any shoes.
Despite our best efforts, we cannot please every customer because some customers
are very difficult to deal with, and sometimes we make mistakes. Regardless of the
situation, providing excellent customer service is essential for long-
Customer Service Mistakes