6 Things Your Customers Find Annoying
Ensuring customers are satisfied whenever they patronize a business is a great way to win their loyalty, but the most pleasant experience can easily be ruined by bad or faulty products, poor service or delays.
There are several things that might be annoying your customers and ruining any good experience they are having, 6 of which are discussed in this post.
#1. Delays and Long queues
Image: goodnet.org
Nobody enjoys the experience of having to wait in line, queues are boring and they can also be stressful. The more unoccupied customers on the queue are, the longer the wait seems. Waiting in line has emotional costs which the customer has to pay: Boredom, stress, and the sensation of time slipping away.
Although lines and queues may not completely go away, some things can be done to make the wait more bearable. (Read: Simple Tricks To Reduce Customer’s Perceived Waiting Time)
#2. Poor Customer Service
Giving customers poor service is a guaranteed way to get them dissatisfied and make your competitors look attractive. People like to be treated well, and even more; they like to know they are valued – especially at places where they are spending their money. Poor customer service is one of the biggest causes of customer churn, it can also damage brand reputation, increase employee turnover, and reduce revenue.
Building a customer service culture is an important step to take in improving customer service, this starts with a customer service vision. (Read: Developing a Customer Service Vision)
#3. Hidden Charges
No one likes to feel taken advantage of, whenever customers discover that they are being charged a fee that wasn’t disclosed (sometimes deliberately) in the adverts before they made commitments to use a product or service, they feel cheated.
Hidden charges demonstrate a certain lack of respect for the customer, these charges can feel petty and even duplicitous, and the damage they bring to consumer trust and respect is so far untold.
Adopt a clear and hassle-free pricing structure that gives guests exactly what is advertised.
#4. Advertised Facilities or Services Not Available
First, customers are “baited” by advertising products or services, but when customers visit the store, they discover that the advertised goods either are not available or are not as good as was expected. This is classified as ‘Bait & Switch’ fraud, especially if the customers are pressured by sales people to consider similar or alternative (higher-priced) items.
Such an experience is quite disappointing and leads to customer dissatisfaction. It is important to have the advertised product in stock and available for customers to buy during the entire time period of the deal, or just add the phrase “while supplies last” to the advert.
#5. Perceived Rudeness or Indifference of Employees
Image: inc.comRudeness, indifference, inability to listen and interrupting customers is one of the main reasons for customers to complain publicly and tell the world about the poor service quality of an organization. The customer is king and must be treated like one. Rudeness to customers must be firmly discouraged and staff are to be constantly trained on how the organization expects customers to be treated.
A good customer service vision defines this expectation and sets guides staff on how they should interact with customers, what is acceptable and what is not.
#6. Inaccessibility
When your customers need to reach you, how easy is it for them to contact you? Do you provide enough information about your company?
When customers are in need of help, there is nothing more frustrating than lack of contact information or unanswered emails and calls. This drives people crazy, especially if they have already paid you.
Eliminating or minimizing the occurrence of these 6 points will help ensure customers are satisfied and come back for repeat business.
Do you have other points you think should be on this list? I’d love to hear it! Share your thoughts in the comments field below
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Reblogged this on The Bird's Nest.
Thank for sharing Shobha
But investing for long term is as harmful as short term knowing that you can be in profit or loss but investing in short term can give you hint how to approach sequentially by learning from mistakes.
Are you referring to companies investing more resources in their customer’s experience? If you are, then it does not matter whether it’s a long or short term investments. The important thing is for them to Just start.