8 Reasons Why We Lose Customers

How many customers have you lost in the past year or two? Are you certain of that number? How many have simply stopped buying from you, but you don’t know it?

Remember; people don’t stop buying, they just stop buying from you.

Why do we lose customers? Well there are many reasons, some of which are below. But the interesting fact is that most salespeople know why they lose customers…they just don’t do anything about it.

Customers will walk away from you without telling you, unless you have built up a really good relationship with you, in which case they might tell you why they are going to use your biggest competitor.

Here’s why many customers leave:

1. You show no genuine care or personal attention. It’s the main reason we all leave a supplier…we just don’t matter to them. If you don’t care, they will go somewhere that will care. People will even sacrifice quality for speed.

2. You’re hard to do business with. Long waits on the phone, difficult to get hold of the right people, a thousand buttons to press before you get hold of a human being…all these things and more tell the client that our processes and procedures are more important than you ever will be.

3. Unfriendly people. I’m staggered by how many unfriendly people there are on the front line of service providers. We all have a bad day, but don’t take it out on the next customer. It’s not their fault. If you don’t want to serve people, leave and let someone else do it who has manners.

4. You blame the process or system for poor service. Apologising for the delay only scratches the service. If you can’t be bothered to invest in updating your systems, don’t expect me to put up with delays and problems. I’ll go somewhere who puts customers first, thank you.

5. Poor professional image. Everything your marketing and advertising says reflects on your professionalism. There’s a shop in our town I drive past on the way to work. It’s totally and utterly filthy outside all the time. I’ve never been in there. Wonder why?

6. Making up excuses about why you cant do things. If you’re not set up to help customers, why are you in business? Customers want help with their problems, and they don’t want excuses as to why things can’t be done. They want solution-finders, please.

7. Poor staff training. The wife of one of our consultants works in retail. She has been in her current job for six months. She has had five minutes of training. Everything else she has learned on the job, by default. The quality of the service offered at that establishment. You can guess!

8. Cutting the price of everything, along with quality. By slashing prices, you are telling customers that quality and service will not be invested in. Many people will go for the cheapest and nothing else, but you’ll lose the majority who have a little more dignity than that.

I wish I had a pound for every time I have heard that customers are to blame for businesses losing profits. Customers will go where they see they are cared for and appreciated. If things aren’t as good as they could be for your business, stop blaming customers and look at your own systems first. Only when they are in-synch with customer demand will you see improvements.

Happy Selling

Sean

Sean McPheat
The UK’s #1 Authority On Modern Day Selling
MTD Sales Training

Are Your Customers Re-signing or Resigning?

Any customer who buys from you should have the opportunity to purchase your product or service again.

In the real world, this doesn’t always happen. here are some reasons why customers may not carry out repeat business with you and become your loyal customer:

1. Showing no genuine or personal interest. This is the biggest reason why customers leave…apathy by the service provider. You may think you are looking after them, but are you? Really?

2. Poor or slow response to enquiries. Slow service means you simply don’t care. Even if you’re the best quality, people will leave for quicker responses.

3. Product or service unavailability. If they can’t get what they want, when they want it, they’ll go somewhere else.

4. Difficult ordering systems. By making the ordering system hard to decipher, or creating obstacles to the purchase procedure, you are saying you are more important than the customer. Make it easy to do business with you.

5. Impersonal service. Invest in training and coaching your front line people. They create the first, and last, impression of your company.

6. Too many problems in dealing with you. Customers will forgive once. They’ll be annoyed with twice. Three times? Forget it.

7. Too much pressure to buy more. People do not want to be sold to; they want to buy. Become an adviser to them and they are more likely to listen to you. Pressure them and they are more likely to walk away.

8. Poor quality. You think your customer is always looking for cheap? How long will they put up with the lousy quality just to save a few pence?

9. Poor delivery of product or service. We used a company for office products once. Yes…just once. The attitude of the delivery people was awful. We now equate that company with the same attitude as the delivery and set-up people. Never again.

10. Being made to feel unimportant. Just like no.1, if I feel you don’t care about me, I will leave. All customers should feel that doing business with you is a pleasure. Is it with your company.

Your attitude and services will dictate whether you will get repeat business or not. They will either re-sign with you or resign from you. The choice is up to you.

Happy selling!

Sean

Sean McPheat
The UK’s #1 Authority On Modern Day Selling
MTD Sales Training