Home/Tag: Pinterest
28 03, 2015

“Do You Have Leaving on Your Mind?” 5 Things you can do to Stop Customers from Cheating on you

By |2017-03-03T12:06:53-05:00March 28th, 2015|Categories: Blog, Customer Experience, Customer Retention Strategies, Customer Satisfaction|Tags: , , , , , , , , |Comments Off on “Do You Have Leaving on Your Mind?” 5 Things you can do to Stop Customers from Cheating on you

Share This:
Customers don't tell you when they're getting ready to leave--they just leave.

Customers don’t tell you when they’re getting ready to leave–they just leave.

I was listening to Patsy Cline sing, “Do you Have Leaving on Your Mind?” She’s asking her lover to tell her if he wants out. Customers rarely tell you their leaving—they just go.

The years 2008 and 2009 were tough years on many businesses. When the dust cleared you found you had lost many of your “regulars.” Sure some of this was due to the economy, but how much of it was due to “negligence” on your part?
The statistics in 2014 are no different than they were 20 years ago.

68% of customers leave because of the treatment they receive and 71% specifically said because they received poor customer service. Here are some ideas for keeping those “cheatin” customers.

1. Make it easy for them to talk with you. Is your voice mail filled to the brim? Do you resist picking up the phone when you’re really not that busy? The nicest thing you can do for a customer is to answer their phone call or at least sending a quick text that you will can back in a few. I love the phone app that sends a text  to callers telling them you’re driving, and you will call back once you reach your destination.

2. Have you noticed them in the “box” stores? After my gym workout, I stop at one of the “box” stores to be nosy. I walk the departments to look for signs of “cheating customers.” You know the type; they’re laughing and getting friendly with the store clerks. They are hanging around making small talk. Good businesses know that small talk can lead to big sales. Maybe the customer just needs a friendly hello?

3. How good are your salespeople at “small talk?” Some clerks are “all business” and forget that before business there’s small talk or building rapport. People still buy from people they like and feel comfortable with.

4. Can you get your customers to follow you—everywhere? If you want to get follow, it should be “around the Internet.” Are customers connected to you in the usual places— Facebook, Google +, Pinterest, Houzz and to your blog? Do they like what you post?

Customers leave because of "perceived indifference"

Customers leave because of “perceived indifference”

5. Be “nicer than nice.” Do your employees have the latitude to go out of their way for your customers or does everything have to be cleared through the manager? As a customer, we all want to speak with someone in authority.

Why not give your salespeople “perks” to share with complaining I was watching an undercover complainer at Zappos. She said she didn’t want the shoes, and the clerk said she should return them, and she would give her a free pair! This might be tough on your business, but a coupon on the next purchase shouldn’t be. Zappos motto,  “if it’s worth doing, it’s worth doing with a WOW!”

RedHotCustomerService“Without customer service, a customer doesn’t have any customers,  good sales don’t necessarily bring back customers, but good customer service does.”
Lisbeth has been teaching businesses how to improve their customer service and the customer experience for over 20 years. To schedule a consultation or speak at your business, reach her at [email protected] If she’s not in her office, she can often be found mornings at the YMCA in East Greenbush.

Share This:
1 02, 2013

Knowing Your Customer Will Make All The Difference In The Success Of Your Business

By |2017-03-03T12:07:02-05:00February 1st, 2013|Categories: Blog|Tags: , , , , , |Comments Off on Knowing Your Customer Will Make All The Difference In The Success Of Your Business

Share This:

Today, 43% of the world’s population is 25 years old or younger. This youthful group is impatient and ready to change the world. Change for this generation “has everything to do with people and very little to do with political ideology,” according to a new global survey, some 70% of young people believe that social media is a force for change, says the survey. To read the rest of this article, click on the link.

After I posted this statment  on Facebook, I received several comments about how difficult it is to know your customer.

I understood the comment but thought, a customer is still a customer, what has really changed is how they communicate. Through the years the demographics may have have changed but how they communicated was still the same. We all used the  telephone,watched  television and  read newspapers.We also used the Yellow Pages.

It appears that this is about to end.

Think about it; the new generation isn’t reading the traditional newspaper. They’re subscribing to Google feeds.   If you’re not familiar with Google feeds, check out this highlighted link.

Here is the list of the generations:

2000/2001-Present – New Silent Generation or Generation Z
1980-2000 – Millennial or Generation Y
1965-1979 – Generation X
1946-1964 – Baby Boomer
1925-1945 – Silent Generation
1900-1924 – G.I. Generation

Ask yourself, how are they communicating? Who is my present customer and am I speaking their language? Will they be my customer in ten years? If not, who will be my customer and what communication tools are they using?

The Baby Boomer and earlier may respond to direct mail, emails, or a newspaper advertisement. If so, get their addresses and find ways to communicate using direct mail. Next ask yourself,  how long will they be my customer and am I prepared for the next generation?

Which of your  customers are using  social media, smart phones, texting and ‘show rooming?’ (Looking through your showroom and then ordering online.) Are you up on these tools? What is your strategy?

Are you joining  your customers on Facebook, Pinterest, etc.? This is probably the Millennial and Generation Z.

Imagine that  Generation Z knows little about ‘life before Facebook.’ Can you communicate with their language?

Customers give a business worth; without them there is no business.  Today’s business owner must be savvy and able to deal with today’s sophisticated consumer.

If you’re planning on being in business in 10 years,you must be prepared to connect using their language.

Whether you like social media or not, your next wave of employees will expect it. They have grown up with social media and it’s their primary communication tool. If you choose not to use the tools, you run the risk of alienating and losing employees.

By using social media tools, communication can be a lot quicker both internally and externally. Social media helps with internal branding and commitment. Looking at your Facebook page and positive comments will make everyone in your company feel proud. What about the generation after them? They will come with  their own set of social media tools and standards. Other challenges will be your training program. What are your online standards?

Once you define your customer base, connecting will be much easier.

Lisbeth Calandrino helps businesses build loyal relationships with their customers. She uses various tools including social media communication, customer service training and customer retention strategies.

Share This: