Why your customers don’t return

FAILING to attract repeat customers and wondering where you could be going wrong?

TrueLocal spokesman Bradley Taylor says customers need three ingredients to come back to a business: quality product or service, reasonable prices, and great customer service.

Among the biggest gripes about customer service are:

1. The long wait. Waiting is stressful for many customers, especially those who have booked ahead and are likely facing a busy day. You may need to offer customers something in return for waiting.

2. The unexpected bill. Adding an additional cost into the job without first checking with the customer is going to cause angst.

3. The call centre merry-go-round. Do you put your customers through numerous automated voicemail prompts before directing them to the wrong department? Or do you use an overseas-based call centre? This is among the worst experiences for customers.

4. Don't make customers the apprentice guinea pig. Think twice before letting a jittery junior be the one responsible for your customer's experience. If an apprentice needs to work on a job to gain experience, seek customer permission and be there to supervise.

5. Rude service. Small business is challenging, and many business owners are guilty of taking their emotions out on customers from time to time. Rudeness is a main reason customers won't return. You simply can't afford to be impolite.


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