Poor Customer Service Loses Clients

Most customers show courtesy in your business premises. They will not complain about the bad experience they had with your business at your presence -but they will tell their family, friends, and colleagues at work. In the worst scenario, they will go to review websites such as Google Places, Facebook, and Yelp and post damaging reviews. Your business starts getting lousy publicity and starts losing revenue simply because of one unfortunate experience of a single customer.

Do you know that customers are critical to the success of your business? You should not lose focus on the fact that your business is in existence to serve customers. Not taking proper care of your customers can have grave consequences. Here are a few of them.

You can lose customers

Even your loyal customers will not continue to patronize your business after a repeated poor experience. Competitors are around the corner everywhere, the customer will simply go somewhere else, hoping for a better experience. Consequently, you lose potential revenue and the goodwill that makes a customer recommend your service to their family and friends. That is a double loss to your business. Acquiring a new customer can be difficult, and building trust takes time as well. So, your business is better off retaining the existing customer base.

You lose Potential Customers

Do you know that your customers are a critical part of your publicity arsenal? But they can either provide positive or negative publicity about your business, depending on the way you treat them. If your customer had a bad experience, chances abound that the customer will tell two other people about your poor service. Consequently, your business loses two potential customers because people tend to believe reports from personal interaction. Moreover, adverse reports are weightier than positive recommendations.

It Hurts Your Reputation

These days, most users seek recommendations before patronizing a business. This means that your reputation plays a critical role in the success of your business. You can trust your discontented customer to tell other people about their poor experience. Sooner or later, the news will go viral through online media such as Twitter, Facebook, Yelp, and so on. Potential customers researching for your business on Google will eventually see the negative reviews.

Once the bad reputation of your business starts spreading, it becomes challenging to manage your image and gain the trust of potential customers. Consequently, you lose existing customers, and potential customers stay away. Your business may even find it challenging to acquire critical business partners as a result of a poor reputation. No company wants to partner with a business with a poor reputation.

You Lose Valuable Employees

Don't be deceived, your employees are aware of the things going on in your business. They know about every instance of poor customer service, and your top-performing employees are not happy about it. They get burned out every time they had to deal with discontented customers. They eventually get fed up with working in your toxic environment and start looking for another job.

Moreover, a business where poor customer experience is rife will likely not have high regard for their employees. Businesses suffer when the employee turnover is high due to the overhead cost of recruiting and training of new employees.

Loss of Revenue.

When the customer service of a business is weak, the bottom line suffers, and the customer base starts to shrink. Patronage decreases, sales decline, while business overhead increases as a result of high employee turnover. At this point, most businesses will try to salvage their image through aggressive advertisements that gulp up more money. The appropriate action is to improve customer service to retain the existing customers and win back the lost ones. That is the only way to salvage a business that is failing due to poor customer service.

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