Could your customer service be ruining your business?
Nkechi Alade
Business Operations Professional | Startup Consultant & Growth Specialist | HR Expert |Tony Elumelu Entrepreneur & Mentor #FounderConnect360Africa
Let me tell you a quick story:
Last week, I walked into a fruit juice store because, of course, I had the intent to buy. I got to the counter and was told that the product had run out. But it's the kind of store where you can wait, and they'll get you the juice (they need to blend it out for you).
So I waited for the lady to say something to that effect. I waited for her to tell me, “Can you spare a minute? We'll make you one shortly.” But nothing came. She just looked at me and said, “Sorry.”
Wow!
After she finally told me they could make it for me, I asked, “Should I wait?” She said, “It depends on how long you have.”
That was it.
I just turned and walked away. If you observed the scene, you'd think I was probably a debtor they were trying to chase away from the place! The body language, the tone of voice, the chipped responses, everything was repulsive to a customer. Who knew how many customers had turned away that same day, choosing to patronize a competitor?
Here are words on the marble:
When you don't pay attention to the kind of service your customers are getting from your team, you are indirectly ruining your business. ??
Options are everywhere. You may offer the best service and record meagre sales. Your lack of sales or dwindling sales may just be a customer service problem.
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Solutions?
? First, hire people with an ownership mindset. The ones that recognize that though their salaries will be paid in full no matter what, they should be concerned about the numbers of the business.
? Constantly train and retrain those who interface with your customers. You may think your staff know the right way to act but they may not!
? Have a brand manual, a guide on how customers are to be addressed, words to never use, and more!
I leave you with this: Evaluate your customer service process. Do you even have one? If not, develop one.
A good customer service process ensures that every inquirer, every person with an intent to buy, can make a purchase—and would be glad to return to your business for ANOTHER purchase!
Remember, good customer service can promise you two things, a returning customer and the possibility of a referral.
Have a great week ahead!
Your Business Builder,
Nkechi .
If I hop on, I promise to help you tell your story, to help you share your message — clearly, compellingly. ?? Ghostwriter ?? Book Editor ?? Content Writer ?? Story Writing Coach.
1 个月I once heard a lady narrate that one bad customer service is enough to turn her away from a brand! Just one bad customer service. I thought it sounded a bit unforgiving, but I guess I see how that can be true for other people too.