10 things your customers won't tell you (but we will!)Nancy Friedmanadvice, customer relationships
Most business owners know that customers will take their
business elsewhere if they're not treated as they'd like to be. But
how does a business owner find out what the customer really likes
or dislikes?
Your customers have told us what they are unlikely to tell you
directly. Here are 10 things only a friend will tell you and that
friend is us!
Dear Telephone Doctor:
I'm not a person to be confrontational and cause a scene. However,
there are several things that bother me when I call or walk into an
establishment. If you pass this on to management, it couldn't hurt
and it would probably help. Thank you.
Dear Owner/Manager:
1. Nobody greeted me when I walked into your store. No one said
"Hello," no one asked if they could help me and no one said goodbye
when I walked out. Well, at least I wasn't any trouble.
2. Your sales staff looked tired. Yeah, they did. Otherwise, why
wouldn't they greet me with a big smile and some enthusiasm? It
didn't look like they even wanted me in the place.
3. I purchased a lot from your company. I couldn't believe no
one said "Thank you." No one told me to enjoy my purchase. I did
get a lukewarm, "Have a nice day," but it was said so
perfunctorily, it didnt mean anything to me.
4. When I phoned for some information, my call was treated as an
annoyance. I did not sense that your employees wanted to be of any
real help. Know what I did then? I called a few more places until I
found a place a company whose employees sounded like they wanted me
to come visit them right now.
5. Whoever answered your phone never identified themselves. I
like to know whom I'm talking with and when I don't, it hurts any
trust I might give your company.
6. During the phone call, your employee's voice sounded
aggressive and challenging. It didn't feel very welcoming.
7. By the way, all of your employees were talking and laughing
amongst themselves and ignored me until I was ready to pay for my
merchandise.
8. There was no management around. Remember the old saying,
"When the boss is away, the mice will play"? Guess what? They
do!
9. When I told your staff about my problem, which was important
to me, no one sympathized with me. It was "business as usual" for
them.
10. Everyone looked angry. No one was smiling. Remember,
sometimes it's the things you don't do that make me want to go
elsewhere.
Thanks for listening.
Signed,
Your customer
We all know that these are basic, common sense topics, but we
also know that basic common sense isn't very common.
Nancy Friedman is president of Telephone Doctor Customer
Service Training in St. Louis. For more information, call (314)
291-1012 or visit www.telephonedoctor.com.
