How to Piss Off And Lose A Customer
Today at a major electrical appliance store in my local city, I was minding my own business looking for a small item I needed.After a few minutes of browsing, an "on his way to retirement" store clerk came up to me and asked me what I was looking for. I answered him so he had a flip through the catalogue and swiftly told me that he didn't have "the right" one in stock.
That was fine, however, there WAS an item that I'm 100% sure would have done the job for what I wanted it to do. I told him that but on his high horse, told me that I was wrong and I should not bother and basically to hit the road!
I could have stayed there and argued but I am not the arguing type and there are a dozen other shops where I could find what I need peacefully.
The BIG mistake he made was - he forgot the CUSTOMER IS ALWAYS RIGHT!
People love to be right. A friend and great marketer Craig Desorcy told me that in a conversation just earlier this week. People love to be right and in a customers shoes, being right is very important.
When we are told me are wrong, we get offended and offended people don't buy anything!
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What about when the customer is wrong?
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What this store clerk didn't do, even if I was wrong, was he didn't offer anything else that could help me solve my problem. He didn't suggest another item or didn't offer to order the item in and invite me to come back in a few days.
So to apply this to online marketing, the points to remember are: don't offend customers, when the customer comes to you with incorrect data, kindly explain the problem and offer other ways they can solve their problems.
It just reminds me that customer service goes a long way - it's the glue that holds the business together. Take it away and the business will surely collapse.
Thanks for reading!
Stuart Stirling
www.StuartaStirling.com
:)
Labels: customer-service-advice, how-to-lose-customers, online-business-tips
posted by 'Disco Stu' @ 5:37 AM
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