Regardless of how good your product is, attitude is still the number one reason why a customer stays or leave. Imagine you’re a customer coming into your business. If everyone has a negative attitude or portray an “I don’t care” attitude, would you want to stay and purchase? Or would you go somewhere else where people made you feel good and genuinely want to help you?
There are four distinctive behaviours of customer disservice that will drive customers away. Make sure that you don’t have any of these or the ability to drive customers away will surely be in the bag.
1. Treating the Customers as Invisible
We’ve all seen this in some form. It might be a child in line when a parent is teaching their kid how to purchase items or a woman in a hardware store. They are all customers and are looking to spend cash and how you treat these customers directly affects your business.
With the child in line, some would think that they’re “just a kid”, but they forget that the kid has parents that might become loyal customers. These customers might choose to spend money with you because your business treated their child the same as the rest of your customers.
I have personally seen salespeople in various occupations pick out the customers they want to serve. They are ignoring others until another customer mentions that the other person was waiting before them.
These businesses lost the ongoing business of these customers whom they deemed not worth serving! This attitude should not be allowed in your business as it doesn’t matter what a person looks like; their money has the same value as everyone else’s.
Ignoring the customer is not limited to the women in hardware stores scenario, or children learning to make purchases. It can happen anywhere and in any business. Men get ignored in clothing stores, kids get ignored in restaurants, and poorly dressed people get ignored in jewellery stores.
Anyone, at anytime and anywhere, has the potential to be ignored by an oblivious salesperson. In some cases, the oversight is overtly intentional, and the salesperson isn’t oblivious, just rude. One can never know what a customer has to offer, and thus, no one should be ignored or judged.
2. People Who Are Too Pushy
On the other end of the spectrum is the merchant who is overzealous in getting a sale. One thing people do not like is pressure or the feeling that someone is standing over their shoulder with bated breath. While it is good for the vendor to be near and receptive, no one likes the idea of being stalked while they shop.
When people are shopping, they want to browse, take their time, and relax. They don’t want to spend their time having to say “no thanks” to every salesperson they see. They also don’t want to be made to feel guilty for not conceding to the “wonderful deals” many stores claim to have.
It is a conundrum for the salesperson, as people want help nearby if they have a question, but they don’t want to feel pressured to purchase things.
3. People Who are Rude to Children
While children can be inquisitive and frustrating at times, there is no excuse for rudeness. For those who dare to be rude, remember these three very important ramifications:
- Many of you are guests in these people’s homes to do your jobs, and the kids live there.
- The parents are not likely to ever use your company again. By being rude to their children (no matter how obnoxious they may be), you have insulted your customer.
- They will tell everyone they meet on how awful their experience was with your business.
A person’s child is an extension of him or herself. A parent will rightfully put his or her kids before any salesperson, manager, even a CEO.
This fact often evades people who work in customer service as they have no qualms about acting annoyed or bothered by children acting like (gasp!) kids.
A great way to lose the patronage of parents is to alienate children. And, a few customers of the future may also get lost in the process.
4. People Acting Like You Are Bothering Them for Asking Them To Do Their Job
The “sigh” and the “eye roll” have little value in the customer service realm. Yet, it is surprising how many cashiers, and various salespeople, partake in this kind of behaviour.
An example would be when you ask the workers at a store for assistance in finding items or checking if they have stocked items at the back. More often than not, people happily oblige. Although sometimes people act annoyed or bothered when customers ask them to do what their job entails.
Some workers in restaurants get annoyed when patrons put in specific orders that take simple dishes and turn them into complex cutlery. People can be very picky about what they eat, sometimes too picky. Some people are quite particular in how you prepare their meals.
Ultimately, those who work in the restaurant business just have to understand that this kind of thing comes with the territory. Giving the “anal-retentive eater” attitude will only result in decreased business, not to mention a lower tip.
These four types of behaviour make up a massive threat to your business success if you or your team succumb to any of these undesirable attitudes. It’s ironic when you’re in customer service but acts irritated in servicing customers.
It is similar to the firefighter irritated by fire, the doctor irked by sick people, the cop annoyed by people asking for their help.
Poor customer service has no place in business and can be remedied with a straightforward solution. If one doesn’t want to deal with or flat out doesn’t like people, you don’t need them in your business. You need people passionate about helping you grow your business, looking after your current customers and forging new relationships.
If you need help regarding your business, book in for a quick chat with me here!