What Costs Us Business?
I was visiting a local business today. One of several in my area that do basically the same thing. I have been frequenting this establishment for over five years. I won't get into details but the people there really ah, ah, ah, made me mad today. It took me a couple of seconds to put this delicately enough for general consumption. It does not matter what they did, because it was not that horrible, just very irritating. The bottom line is they will never see me again.
While I was driving to a similar establishment an eye opening thought crossed my mind. I walked out without making a purchase and without saying a word to the offenders. They lost a regular customer and will never know why. I started wondering how many clients I've lost and never knew why. What did I do to sabotage the business relationship?
Then another thought crossed my mind. We spend tons of money figuring out how to get people to buy from us, but maybe we should be trying to fugure out why they don't buy from us. Eliminate the hurdles to our personal success.
Just a thought.
| Topic | Replies | Likes | Views | Participants | Last Reply |
|---|---|---|---|---|---|
| "Life Remodeled" Grand Opening | 0 | 0 | 594 | ||
| Giving Thanks - Holiday Party Networking Tips - Events | 0 | 0 | 801 | ||
| Edinburgh Short Film Festival Submissions Now Open:Animation Awards | 0 | 0 | 840 |
You are so right Duane. My company just did a client survey that asks some similar questions to current and past clients. They did it before I started, and we haven't received the results yet, but I am very eager to see them.
One thing that I can't stand is when people are just plain rude. If I am a customer - whether I am in line at a local fast food restaurant, or going to sign a large contract with a vendor - at least ACT like you want to be there and you want me to be there. Look me in the eye. LISTEN to me. If my name is Alison, dont' call me Alice. It's so simple, but yet, people do it all the time. Have interest in me. That's all I ask.
I know we all have bad days, but I think that customer service has gone down hill, and that is just sad.
Duane,
Very interesting. It would be interesting to find out why we loose the business. I have asked potential customers when they have made the decision to go with another vendor what was the compelling reason. Sometimes they are honest and other times they choose not to answer and dodge the question.
In todays economy I agree with Alison, at least act like you want my business. My Husband and I went to a local restaurant for dinner recently, we were seated at a table, the waitress came over asked for our cocktail order and before filling the order asked are you ready to order food? At which we did. After we received our meal we were 1/2 way done and the waitress asked to box up our food. We just looked at her. The restaurant clearly was not busy, but she was rushing us out the door. I think we were there for a total of 35 minutes start to finish. She never asked if we wanted another cocktail or even if we wanted dessert. This establishment did loose a customer that day.
Unfortunately Duane, people remember the BAD more than the GOOD. People are also more inclined to tell others about the bad. I have found that this is one of the most difficult tasks to complete: find out why i lost your business.
In my area (law), surveys don't work and unless someone fires you personally, the only time I really know when someone is unhappy is when I receive a letter from another attorney asking for the client file.
I agree that it would be beneficial to know why someone is unhappy with me, but I also think that it is like a dog chasing its tail. I have to echo the other responses in that the only way to continue to be successful is to treat each client/customer as if they are the most impoirtant client you have.
Just my 2 cents...
Your right Marc.
I was once told (and I don't know if the numbers are true, but I know there is some truth to it) that when a person has a good experience with your business, they MAY tell 1-2 other people, but if they have a bad experience they WILL tell up to 10 people or more.
You can't make all the people happy all the time. Determine what attracts your best clients and focus on that:)
Allow me a modern day parable:
Two hundred years ago, when I was a teenager, I went shopping for a dress with my mother. After 2 hours and 30 or more dresses, she said "buy that one." A few months later I was going to an event and planned to wear that dress. She cleared her throat a few times, wrung her hands, and finally said, "Don't wear that dress, it looks terrible on you."
When I asked her why she didn't tell me that in the store months before, she said, "I didn't want to hurt your feelings." In the end, she "hurt my feelings" - and to some degree, lost my trust - by withholding the truth.
The moral of the story: Those who claim to love us don't always tell the truth, for their own reasons or out of their own insecurity. Those who don't claim to love us are even less likely to tell us the truth unless they have a vested interest in the outcome - and sometimes, not even then.
But being faced with the truth help us grow, and speaking the truth challenges us to grow, too. It's a moral choice, one on level - if I tell the restaurant owner the server was rude, she could lose her job (unless pushing patrons out quickly is part of their policy). If I don't, the restaurant owner is in the dark about why so many patrons fail to return, and eventually goes out of business.
Attrition is a natural part of business dealings. In some instances, the reason has nothing to do with who we are or how we support our clients/customers. Loyalty has its limits... and Mike's statement about the stats on people spreading "bad news" is correct - we hear (and, sadly, spread) the "dirt" far more often and quickly than we sing the praises.
I agree with Drew - we can't please everyone. The point is to be clear with ourselves that we are really doing (ethically) all that we can to engage and support our clients - that we are really walking the talk.
If we are, then we can be grateful for those who choose to go elsewhere. They are opening space in our lives and businesses for those who are our "best" clients.