Even the greatest of corporations have sunk in a pool of red numbers every now and then. Companies that were the stars of the industry for decades have turned to dust within months. How come? They simply became too comfortable with their daily work ethics or did not know how to treat their customers.
If you work on the way you treat your customers, you can keep them interested for much longer. Read about 12 really bad habits that should be avoided at all costs:
1. Bad First Impression
You never get a second chance to make a first impression. An example of a bad first impression could be a slow or not working website, a cancelled webinar, or a problem with an online payment process.
When visitors open your website, make them feel welcome with clean design, organized content, and user friendly navigation. All features must be available and efficient. Offer a bit of extra knowledge, make decision making easier, and you turn a visitor into a customer.
2. Your Staff Isn’t Actually Interested in Helping Customers
Your staff should know that they are paid to deliver value to customers, not fake smiles. Explain to your staff why the way they treat customers is vital to customer experience so that they will be motivated to perform well. A good product is simply not enough.
Employees feel motivated when they are considered valuable and important. Those who excel, should be rewarded according to their set of responsibilities. Always keep that in mind – they need to know they are doing a good job.
3. You Don’t Thank Your Customers
It’s one of the oldest techniques, yet still an effective one. Let’s say a customer places an order, ff it’s done online – make sure you redirect them to a ‘thank you for your order’ page once they are done. Similarly, if a customer makes a purchase in the shop, your staff should always thank them.
Being polite and courteous is vital if you want loyal customers. Make them feel valued.
4. Know Less Than the Customer
If your staff isn’t more informed than the customer, you might as well kiss that customer goodbye. Customers expect the staff to know (a lot) more than them. THEY should be the experts in the industry. Choose your staff wisely and make sure they know the product well. Give them access to all available knowledge bases, and educate them about the product.