April 3, 2007

12 Reasons Why Your Customers Hit The Road   "Hit the road, Jack and don't you come back no more, no more, no more, no more Hit the road, Jack and don't you come back no more...   Oh, don't treat me like that! Don't you come back no more." (Ray Charles)   Are you unknowingly telling your customers to hit the road?  Directly or indirectly, customers can receive the message that they are not number one in your place of business, so they hit the road for your competitor. That leaves you scratching your head wondering why some of the customers are leaving.   Here's why your customers are hitting the road:   You make it difficult for them to do business with you.  Your hours are inconvenient, you keep your customers waiting, you have no open appointments for months, you put them on hold for way too long (or make them push ten buttons before they reach a LIVE person), and/or ample parking is lacking.  The wicked witch answers the telephone and/or greets the customers.  Put your best person on the front line, someone who answers the telephone and greets with a smile on his/her face. You fail to show appreciation for your customers.  Are you glad you have customers?  Then show it.  Customer appreciation days are fun, but it is also those little every day things that can make a difference.  Cards, flowers, a simple "thank you", a smile, a gift certificate, etc. are always welcome. You are not showing your customers that you CARE.  Take the time to get to know your customers and what their needs are.  Be sincere, be willing to listen, and be interested in them. You're too hungry for the money.  When money becomes the motivator for doing business instead of the client's needs, you've lost them. The wicked witch also collects the money.  Be positive yet firm and respect everyone's dignity.  Have solid collection policies in place. You over promise when you can't deliver.  Know when you are incapable of handling the customer's concerns.  Refer them to someone who can. Integrity is lacking in the workplace.  This is a major faux pas. Your place of business is less than desirable.  Keep your environment neat, clean, free of clutter, up to date, and inviting.  Perform a walk through often and fix what needs to be fixed. The business owner doesn't walk his own talk.  Would you visit a dentist whose own teeth were in need of repair or would you work with an overweight nutritionist?  Employees must also walk the talk. Problems are never handled or they are not handled to the client's satisfaction.  Keep your customers happy so they keep returning. Service with a smile and positive attitudes are lacking.   In a study completed by the Small Business Administration it was found that 68% of customers who leave do so because of the perception of a non-caring owner or staff member.  Much lower on the list was the second reason: 14% left because of dissatisfaction with the product.    Pick up a mirror yourself and give one to each of your employees.  Are you and/or your employees part of the problem?  What are contributing external factors?  What needs to change?  Brainstorm ways to retain your customers.    Jack won't be hitting the road then.  He'll want to stay.          "The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer."             Peter Drucker   "One customer, well taken care of, could be more valuable than $10,000 worth of advertising."             Jim Rohn   "If we don't take care of our customers, someone else will."             Unknown   "There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else."             Sam Walton      Customer service is key for me in deciding whether to repeat my business.  I dislike waiting, rude employees and those who don't give me the time of day, old magazines in a reception room, and an unclean environment.  My biggest pet peeve is someone who calls me "hon".  I hear it way too often.   Spring is finally here and the weather has been great.  The trees and flowers are blooming and the ice cream shops are open.  And yes, the grass is growing and the mowing has begun.  I knew there was one thing I didn't like about the spring.  John and I hop on our matching riding lawn mowers to mow our three acres.  He mows the front yard and does all the trimming and I mow the back.  When we work together it takes half the time, and then we're off to eat frozen custard.    Happy Easter and Passover to my readers!   Have a fantastic week and don't let your customers hit the road.   Stephanie         We grow by "word-of-email" so please feel free to forward this newsletter to anyone whom you think might benefit from and enjoy it. Thanks so much! Contact Us: stephanie@7steps2abalancedlife.com