Detachment
Customers need to feel that you are concerned
for them. Demonstrating indifference by not
asking questions about them or their business
is a major turn-off for customers. Going into
solution mode before properly understanding a
customer’s problem is a sure sign of
disinterest.
Inhospitality
Customers must feel welcome in their dealings
with you. Unwelcoming foyers and offices turn
customers off. What is welcoming is different
from segment to segment. A receptionist with
multi-coloured hair and visible body piercing
creates an inhospitable environment in a
business hotel. It may create a welcoming
environment in a tattoo parlour.
Rudeness
Just saying the words, “Have a nice day”
is not enough. Body language, tone and pace of
voice all have an impact above and beyond the
words spoken. Acknowledging people with eye
contact and a cheery “Good morning”
creates a feeling of civility. Even in your
most
frequent of customers.
Attitude
The mood
of your customer has the greatest impact on
their perception of service. Their mood is
created by a myriad of previous interactions.
Their perception of your service lifts or
plunges depending on your attitude. Having a
positive attitude lifts people’s moods.
Having a scowl on your face plunges their mood
further down.
Ignorance
Being ignorant of your customer’s needs and
which of those needs is the most pressing
problem, simultaneously creates under and over
servicing. In the first case, it creates low
satisfaction; in the second, unnecessary
costs.
Inaccessibility
“Thank you for waiting, your call is
important to us”, played on a loop
intertwined with music depresses a
customer’s mood. At a time of all-pervading
communication technology, we communicate more
poorly than ever before. Be available when the
customer needs you. Help the customer buy.
Make self service easy. Do the foregoing
things and you will solve a customer problem
that plagues almost all customers.
Invalidation
Three failures of follow-up invalidate much of
the goodwill
that a successful sales process engenders.
Failing to follow through on a major purchase
allows buyer’s remorse to set in. Failure to
follow through on a promised action
invalidates any concern the customer felt you
had for them and plunges their mood downwards.
So does failure to deliver the quality or
quantity of product in the time specified.