• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
  • Submissions
  • About Us
  • Contact Us
  • Mar 21, 2023
  • Startup
    • Creating a Plan
    • Funding a Startup
    • Franchise Center
    • Getting Your Office Ready
    • Making Your Business Official
    • Marketing Your New Business
    • Personal Readiness
  • Run & Grow
    • Customer Service
    • Human Resources
    • Innovation
    • Legal
    • Operations
    • Risk Management
  • Leadership
    • Best Practices
    • Communication
    • Green Initiatives
    • Open Culture
    • Strategic Planning
    • People Skills
  • Sales & Marketing
    • Advertising and Lead Generation
    • Marketing Innovations
    • Marketing Plans
    • Online Marketing
    • Relationships
    • Sales Activities
  • Finance
    • Budgeting and Personal Finance
    • Payments and Collections
    • Tax and Accounting
    • Pricing Strategy
    • Working with Investors
    • Working with Lenders
  • Tech
    • eCommerce
    • Hardware
    • Software
    • Security
    • Tech Reviews
    • Telecom
  • Shop

SmallBizClub

Helping You Succeed

taxbandits banner
Home / Run and Grow / Customer Service / 5 Ways to Lose Your Customer
5 Ways to Lose Your Customer

5 Ways to Lose Your Customer

3386 Views

Jan 16, 2015 By Shep Hyken

A sure way to lose customers is to deliver a bad customer service experience. And the customer service doesn’t even have to be flat-out terrible—although that would surely do the trick. But even a lack of concern or an attitude of indifference can make customers question whether they want to continue doing business with you. If you want to avoid this, carefully consider these five things that drive customers away. 

 
  1. Don’t greet the customer. How do you feel when you walk into a store and there are employees standing around, perhaps talking to one another, and they do not bother to greet you or acknowledge you in any way? Years ago, I walked into a hotel, lugging a heavy suitcase, and the front desk clerk was busy typing on his computer. After a long 30 seconds, he looked up and said, “I’ll be right with you.” He kept typing for another minute or so before finally asking, “Are you here to check in?” I responded in a nice way, but even years later, I remember the feeling of not being acknowledged.
  2. Don’t show concern for the customer. There’s an expression attributed to John Maxwell that states, “People don’t care how much you know until they know how much you care.”  Caring is an essential part of customer service, and it’s something that you can’t fake. The customer can tell if you have genuine concern, and if you do, it goes a long way even if there is a problem that is beyond your control. On the other hand, indifference is a customer relationship killer.
  3. Don’t listen to the customer. Sometimes you just have to stop talking and listen to what the customer has to say. Even if you already know there’s a problem and how to resolve it, the customer still wants to be heard. A breakdown in communication is the worst Moment of Misery you can have with your customer. You may resolve the issue on paper, but the impression that the customer leaves with is, “They don’t listen to me. I don’t like doing business with them.”
  4. Don’t respond to the customer. How do you feel when you leave a message on the phone, or send an email or Facebook message, and get no response? Frustrated? That’s how customers feel, too, when companies don’t respond to customer service complaints or problems.
  5. Don’t show gratitude to the customer. People need to feel appreciated. Customers, especially, are making the choice to spend their hard-earned money at your place of business. Don’t forget to say thank you. In person is essential, but you can also send a thank-you note or email. Let your customers know you appreciate them.
 
Related Article: Customer Service Apology is Stronger with a Personal Touch
 
I’ve shared five, are there any other ways you would add to this list?
 

Filed Under: Customer Service Tagged With: Customer Experience, Customer Service, Mistakes, Shep Hyken

Shep Hyken

Shep Hyken

Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to http://www.hyken.com.

Related Posts

  • Know Your Buyer: Crafting a Robust, Personalized Omnichannel Customer Experience
  • 4 Tips to Make Your Business More Customer-Friendly
  • 4  New-Business Pitfalls (And How to Overcome Them) 

Primary Sidebar

Random

4 Enterprise Business Phone System Needs

Sep 23, 2016 By Scott Resnick

How Improving Your Digital Product Experience Can Advance Your Business

Jul 22, 2019 By Jennifer Smith

6 Email Marketing Methods Sure to Lose Customers

Nov 18, 2013 By Janet Lilly

Business Phone Solutions for SMBs and Large Enterprises

Nov 11, 2014 By SmallBizClub

3 Clever Ways to Attract New Clients

Jan 5, 2017 By SmallBizClub

Footer

About Us

Small Biz Club is the premier destination for small business owners and entrepreneurs. To succeed in business, you have to constantly learn about new things, evaluate what you’re doing, and look for ways to improve—that’s what we’re here to help you do.

  • Facebook
  • LinkedIn
  • RSS
  • Twitter

Copyright © 2023 by Tarkenton Institute, Inc. All Rights Reserved | Terms | Privacy