We have already given you some of the most common reasons why your customers disappear. But here's a few less obvious ones.
- You make it hard to do business with you. If customers have to wait for ages on the phone, find it difficult to get hold of the right people, have a thousand buttons to press before you get hold of a human being…all these things and more tell the client that your processes and procedures are more important than they ever will be to you.
- Poor professional image - everything that is customer-facing about your business and not just your marketing and advertising reflects on potential customer's willingness to do business with you. There’s a small shop in our village. It’s scruffy and tired-looking on the outside - and has been for a long time. I know they were friendly and provided me with what i needed 5 years ago - but I haven't been tempted in there since. Wonder why?
- Making up excuses about why you cant do things. If you’re not set up to help customers, why are you in business? Customers want help with their problems. Not knowing what your customers think is like drinving with a blindfold on. Sure, you may get to where you want to be eventually but how much time will you waste in the process. Customers don’t want excuses as to why things can’t be done. They want solution-finders.
- Cutting the price of everything, People buy from people they like and trust - d'oh, tell me something new! Ok so, many people will go for the cheapest and nothing else, but here's how the majority buy a new product or service (see if you recognise yourself in this process). First, they'll ask their existing supplier if that's something they can do, then they'll ask in their social network if anyone has a recommendation, then they'll go to a recognised brand and finally they'll shop around for yes, the cheapest and nothing else.
So, even if you have the marketing budget of a multi-national and the time to engage in full-time social media campaigns and online marketing, you can gain a unique advantage on your competitors by simply asking your existing customers what else you can do to help them. You may be surprised by the increasing profits.
If you want a quick, easy and free way to run a customer survey then please visit www.survey-me.com and sign up for a free trial account.