Five Top Errors that Drive Customers Away
By Renée Evenson

The most common reason customers take their business elsewhere is due to mistreatment by frontline employees. The sad news, for business owners, is that most of the time customers won't even complain. They just won't come back.

Research indicates there are five top recurring complaints. These focus specifically on employees who:

  1. Don't listen to what the customer is saying.
  2. Don't do what they say they will when they say they will.
  3. Ignore customers completely.
  4. Aren't knowledgeable about their company's products/services.
  5. Don't follow up or follow through.

It isn't a matter of doing what you think your customers want, it's a matter of doing what your customers want.  Here's a quick teaching tool for managers. To customers, frontline employees present the face of your business. Build strong relationships with your customers by teaching your employees to get FACE-to-FACE.” 

F

First impressions matter—Smile. Make eye contact. Keep an open, relaxed demeanor.  Be interested.
A

Attitude is everything—Be positive.  Be trustful.  Be helpful.  Be credible.  Believe you can make a difference.
C

Communication is key—Tune in.  Focus.  Listen completely.  Think before you speak.  Speak clearly.
E

Effectiveness is important—Know your products and services well.  Be a problem solver.  Find the best solution.

When you put your best face forward, customers will give you:

F

Feedback— When you listen, customers will tell you what they need.
A

Action—Customers act on your proposed solutions when they trust you.
C

Commitment—Strong relationships equate to committed customers.
E

End result—When you are effective, you will see positive results.

Renée Evenson is the author of Customer Service Training 101, AMACOM Books, www.amanet.org.