4 MOST ANNOYING THINGS THAT DRIVE LOYAL CUSTOMERS AWAY

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 Learning Your Customers 101:



As an entrepreneur, you work hard to attract customers to your location so the last thing you want is to drive them away when they're already inside your store. But whether or not you realize it, you or your team may be doing things that send clients packing. 

Here is why some of your loyal customers may have drifted away...

#1. Wait times

Nearly 60% of any kind of caller finds being on hold to be a frustrating part of the service experience. I recently rang my phone carrier to inquire about my bill and the wait time was 10 minutes. In my frustration I hung up. On calling another business, while the wait wasn't quick, they stated they would call in 10 minutes if I provided a number. Someone actually valued my minutes!

#2. Having a team that lacks the right attitude

Lack of empathy in customer service and lack of communication skills. Team members avoiding customers and not making eye contact showing a lack of interest and being unengaged. Your team members play a major role in the shopper experience, so they need to be at the top of their game at all times. 

#3. Self-service options

Using my phone carrier situation, prior to calling the company, some companies have a website with a self-service option. Some websites tend to be so complicated also creating frustrations. The FAQs tend not to answer questions that customers have, the prompts are not helpful at all! Ensure that your website is simple as possible. It will also help in driving traffic to your website.

#4. Chatbots

This automation was created to instantly answer the most frequently asked questions. It's cost-effective , but they are failing in many instances because they lack empathy and an inability to respond to a customer's frustration. Chatbots are only programmed to assist with certain issues. Mostly they don't provide a solution and at times they fail to connect clients with a human, making someone to make a dreaded call to support.

Final Thoughts...

Hopefully, the input we've presented above sheds light on things that you need improvement on as an entrepreneur. If you find that you or your team are guilty of the above pet peeves, take this as an opportunity to turn things around.


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Written by: Antony Moturi


   About the Author: 


Antony is a professional DJ, Pianist, Social Media Manager, Content Creator and a Blogger. Besides that he does professional Sound Engineering, Public Speaking and is a Youth Leader.


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