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Four Thing Your Business Can Do That Will Make Customers Hate You

 

 By Business Desk

 

 Saturday, December 9, 2017.

 

It’s fair to say that pleasing your customers is at the heart of business. If you can’t make your customers feel content and satisfied during their interactions with you, then you don’t have a viable business. It’s largely irrelevant how good your products or how low your prices if customers actively dislike interacting with your company.

 

Despite the above, we can all recall -- with very little time needed to consider the question -- an occasion when a business or store has behaved in a manner we didn’t like when we were a customer. How are so many businesses getting it so wrong?

 

The Benefit of the Doubt

The answer to this question is complex, and requires a few caveats. A business owner, for example, can train their staff to behave in a certain way, but you can’t guarantee that the staff will adhere to the suggested policies. It’s also worth allowing a business the occasional off day; we’ve all had them, days when nothing seems to function like it should, so we can cut a little slack if our poor experience was a one-off event. Outside of these caveats, however, it’s still clear just from your own experience that some businesses are making huge errors when it comes to pleasing their customers.

 

So what’s happening? Worryingly, the answer is… nothing. Few business owners know that their method of running their business is proving problematic for customers, because few customers will outright say it-- we just move our business elsewhere. This seems polite to the customer, but how do you, as a business owner, feel about the idea of a customer just quietly abandoning your business, never to return again? Not great. If you don’t know about the issues, then you can’t fix them.

 

The Know-Nothing Problem

That’s the catch to all of this: most business owners legitimately don’t know they are making mistakes. They have no idea that their way of business is irritating customers; that their way of doing things is barring them from pursuing potentially lucrative sales.

 

Does that mean you, as a business owner, might be experiencing the same issue? Is there something that your business is doing that can turn customers to turn away? Potentially. If you recognise any of these four behaviours as part of your business environment, then you may want to have a rethink…

 

1) Pushy Sales Tactics

Very few customers like being sold to, especially if the technique involves a “hard sell”. A hard sell is a pitch that is strong and forceful from beginning to end; the end goal is not to match a customer with a suitable product or service, but just to generate revenue.

Hard selling tends to be successful, but the other costs are severe; a damage to your business reputation, customers avoiding your business for fear of hard sell tactics, and an unsustainable model. Then there is the issue that vulnerable groups are more likely to buy into hard selling, meaning there is a moral issue behind this tactic also. If you practice hard selling tactics, then you might want to re-evaluate your sales strategy to protect the long-term reputation of your business. Consulting with sales training experts can be beneficial, allowing you to find a way of selling that will not be detrimental to your business in the long run.

 

2) Constant Upselling

Upselling is a legitimate sales tactic, but it is also incredibly aggravating if it occurs every time a customer comes into contact with your business. For basic queries and customer service issues, keep the upselling to a minimum; there’s only so much that a customer will take before they walk away.

 

3) Inconsistency

Humans are creatures of habit; we like routines, structure, and for things to remain largely the same. If you are constantly changing essential aspects of your business -- such as opening times, returns policies, or cutting and adding services -- then customers are not going to respond well. Changes should always be gradual; don’t keep tinkering with your business operations on a constant, non-stop basis; customers will eventually tire of not knowing where they stand, and they’ll go somewhere more reliable. 


4) Spam Emails

This one is simple: don’t send them. If you’re sending your customers or clients marketing emails more than once a week, your chances of being consigned to the junk folder are incredibly high. Marketing emails should always contain relevant information and should be kept infrequent. 


In Conclusion

If you have been doing any of the above without realising the potential impact, don’t fret: business owners can often miss these kinds of problems. Make the changes you need to make and develop a consistent, pleasant approach that will always have your customers coming back for more.



Four Thing Your Business Can Do That Will Make Customers Hate You

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