total jobs On CustomerServiceCrossing

130,833

new jobs this week On CustomerServiceCrossing

11,990

total jobs on EmploymentCrossing network available to our members

1,476,494

How to Destroy Customer Appeal

2 Views      
What do you think about this article? Rate it using the stars above and let us know what you think in the comments below.
Over the years, I have been frequently asked how to develop overwhelming customer service. While I speak and consult about this topic daily, it recently occurred to me that I do not discuss how to dishonor and discourage customers, so I am devoting this article on methods that kill loyalty, brand and service.

Every business is in their respective business to create clients. It is vital to maintain a trusting, and empathetic relationship to ensure customer commitment. After all, good clients contribute to long-term success. Good clients also contribute to long-term revenue.

However, I am mystified by numerous methods businesses employ to erode client empathy. Too many organizations place sales ahead of client retention, thereby placing a void between trust and respect.



Smile

Aren't you bewildered, perhaps flustered, when you arrive at a physician's office and an apathetic, unsmiling receptionist greets you? Recently, I arrived at my chiropractor's office, and the new receptionist never looked me in the face. If you want to ensure that you lose a client each time, never smile.

External Environments

Many business professionals adopt an ethic that what goes in the office remains in the office, including clients. Dependent on your business, you will oftentimes see clients at a grocery store, gasoline station, religious order, or sporting events. Do not ignore them; they are people too! Your best referrals come from people who like you and enjoy doing business with you.

Voice-Activated Systems

Nothing is more frustrating than calling a utility company or credit card issuer that electronically requests a plethora of personal information only to be repeated when a live operator returns to speak to you. Alleviate time and frustration and seek information once.

Greetings

One of the best ways to create synergy is to send a simple greeting to a client. Examples are birthday, anniversary, and get well cards. If ever a time comes to reject one vendor over another, it is the one that cares less.

Names

Dale Carnegie once stated that the sweetest sound a person will ever hear is their first name. I cannot tell you how many times my first name is misconstrued for "Bruce." And, I cannot tell you how many companies I have dropped for similar reasons.

Internet Dog Days

I write this article with approximately five days remaining until Christmas. As yes, the glory days of rush and wait — and total frustration. Different from many, I avoid long lines and nasty people and only use the Internet for gifts. Believing the Internet to be hassle-free is a myth. There are numerous vendors that I do business with and those I have forsaken. For the latter, nothing is more frustrating then entering data, hitting the "submit" key, and having the system return with an error message, deleting all my pertinent data. I give up after the third time; life is too short. Your customers need not get caught in the electronic version of the Shawshank Redemption!

Sympathy

It is great to gain sympathy from an operator, but not so much when the operator discusses with me the myriad of times they have heard a similar plea. They inform me they are hamstrung to make a decision. Customer service is decidedness. Deter others from complaining; it sets a terrible example for clients, new and old.

Win-Win

There are instances where the client is wrong; the best is to have both parties seeking a win- win scenario. The worst is telling the client they are wrong and there is nothing you can do. Clients seek answers not additions to issues.

Clearly this list can continue; however, I wanted to provide a succinct review of the most imperative ways to provoke clients. In competitive times, we must seek differentiation and curb appeal. Customer service will never become Pollyanna, but if you and the staff are better prepared, and client retention is your mission, you will follow the aforementioned advice.

For more information, please contact Drew Stevens, Ph.D., at drew@gettingtothefinishine.com.

About the Author

Drew Stevens, Ph.D., is known as the Sales Strategist. Dr. Drew creates more revenues in less time. He is the author of seven books, including Split Second Selling, Split Second Customer Service, and Little Book of Hope. He is frequently called upon by the media for his expertise. Sign up for Dr. Drew's newsletter The Sales Strategist at (drew3-143901@autocontactor.com) and review his new book Split Second Selling at www.gettingtothefinishline.com/products.asp. Also visit Dr. Drew's Blog located at drewjstevens.blogspot.com.
On the net:Split Second Selling If this article has helped you in some way, will you say thanks by sharing it through a share, like, a link, or an email to someone you think would appreciate the reference.

Popular tags:

 careers  Little Book of Hope  success  physicians  customers  the Sales Strategist  Drew Stevens, Ph.D.  empathy  Split Second Customer Service  environments


I was very pleased with the CustomerServiceCrossing. I found a great position within a short amount of time … I definitely recommend this to anyone looking for a better opportunity.
Jose M - Santa Cruz, CA
  • All we do is research jobs.
  • Our team of researchers, programmers, and analysts find you jobs from over 1,000 career pages and other sources
  • Our members get more interviews and jobs than people who use "public job boards"
Shoot for the moon. Even if you miss it, you will land among the stars.
CustomerServiceCrossing - #1 Job Aggregation and Private Job-Opening Research Service — The Most Quality Jobs Anywhere
CustomerServiceCrossing is the first job consolidation service in the employment industry to seek to include every job that exists in the world.
Copyright © 2024 CustomerServiceCrossing - All rights reserved. 169