Have you considered what might turn your customers off? Here are 16 things you should think about:
- Saying ‘Hello’… To an Empty Room
You’ve walked into a shop, haven’t you, when nobody comes to greet you? It’s like being a part of a ghost story, isn’t it? As if you’ve stumbled into the pages of a Dickens novel. Look, it’s dead simple: when a customer steps foot in your shop, make them feel seen. No, don’t pounce on them like a fox on a chicken, but a simple ‘hello’ works wonders. Remember, nobody likes feeling like they’ve interrupted the ghosts’ tea party.
- The Non-Stop Natter
On the other side of the coin, there’s the old ‘chatterbox syndrome’ we’ve all had experiences with salespeople who will just not stop chatting ion our ears. They want to make us think that they are lovely, warm gregarious people who are our friends, but more often than not, they end up irritating us beyond belief. Customers appreciate a helping hand, but there’s a fine line between assistance and verbal diarrhoea or coming across more false than a dodgy car salesman, so try to strike the right balance if you don’t want to turn your customers off.
- Dodgy Websites
Here’s a fact for you: there’s nothing Brits distrust more than a dodgy website. Except, perhaps, a dodgy politician, but that’s a story for another time. We’re talking slow-loading pages, confusing layouts, and contact forms that make MI6 security checks look like child’s play. If your website is not in great shape, then customers will be turned off and they’ll turn away faster than a vegan who accidentally walks into a steakhouse.
- Social Media Ghost Town
Just like walking into an empty shop, stumbling upon an inactive social media profile gives customers the heebie-jeebies. It’s 2023, chums! Being active on social media isn’t an option; it’s a necessity. Keep those profiles updated, pop a funny meme or two, and don’t forget to interact. There’s nothing like a good natter to make customers feel heard.
- The Automatic Email Nightmare
Right, so, there’s nothing that grinds our gears more than an automatic email that’s as personal as a robocall from a telemarketer. While we understand the need for automation (tools like this construction CRM are actually great for keeping the customers happy by being more efficient) a little personalisation won’t go amiss. Your customers aren’t numbers on a spreadsheet, they’re as unique as a two-pound coin.
- Muddled Messaging
Confusing messaging can be a proper head-scratcher. If a customer can’t work out what you’re selling or why they should buy it, they’re going to head for the hills faster than you can say “Brexit”. Keep it clear, keep it simple, and remember: jargon is about as appealing as a soggy sandwich.
- Being a Cheeky Monkey with Pricing
Being transparent about pricing is so very important if you want to stay on your customers’ best sides. If a customer spends time shopping, adding things to their cart, and gets to the end stage of the process, only to find that you’ve added a bunch of hidden charges, they’re going to be madder than that one guy from ‘Come Dine With Me.’ When it comes to pricing, you need to be transparent, not sneaky or cheeky, or you could find your customers simply do not want to know you any longer.
- The Sound of Silence
When a customer takes the time to get in touch with you, whether by firing off an email, calling you on the phone, or leaving a voice message, they expect to hear back from you sooner, rather than later. They aren’t doing it for the good of their health! They have a pressing question or concern they need you to deal with, and the longer you take to do that, the less inclined they are going to be to remain a customer in the long run.Â
- Not Keeping Up With the Joneses
In business, just as in fashion, keeping up with the latest trends is crucial. Whether it’s payment methods, online shopping platforms or eco-friendly packaging, being stuck in the past is about as popular as a sunburn in Skegness. Show your customers you’re forward-thinking, not stuck in a time warp.
- Invisible Stock Levels
When your customers want to buy something from you, they want to buy it now, as in today. They do not want to come to your store or click on your website to find that it’s barer than a Scottish beach in December. If you cannot give your customers what they want when they want it, then they are going to look to alternative businesses that can, and you will lose out.
- Disappearing Acts During Problem
When trouble comes knocking at the door, playing Houdini is not the answer. Whether it’s a faulty product or a delivery mishap, these things happen. However, disappearing off the face of the Earth when they do is a one-way ticket to turning off customers faster than you can say “Abracadabra”. Don’t be a coward, face up to any mistakes you have and do your best to put them right, This is what will keep customers happy and ensure your long-term success in the end.
- Unclear Delivery Details
Like hidden costs, hidden delivery details can send your customers packing faster than a weekend getaway. Not knowing when, where, and how much is akin to planning a picnic without checking the weather forecast. Not fun. So, do your best to Keep delivery details crystal clear, and there won’t be any unexpected showers.
- Forgetting the Magic Word
‘Thank you’ – it’s a tiny phrase with enormous power. When your customers feel like you appreciate them about as much as Quentin Tarantino appreciates being asked about movie violence, they’ll flee faster than a cat when it’s bath time. A simple ‘Thank You’ can go a long way in making your customers feel valued.
- Ignoring Feedback
Feedback is the lifeblood of business improvement. Ignoring it is like trying to drive blindfolded: reckless, dangerous, and a surefire way to upset your customers. Listen, adapt, and show your customers that their opinion matters more than the Queen’s Speech on Christmas Day. You might even be pleasantly surprised by some of the suggestions they throw up.
- Confusing Policies
Returns, refunds, exchanges – they’re a necessary part of doing business. If your policies are as clear as a London fog, customers will be as disoriented as a seagull in the Midlands. Clarity is key; keep policies simple and straightforward. When people know what is expected of them and what they can expect from you, there is much less scope for things to go wrong, and much less opportunity for customers to get annoyed.
- Discount Discrimination
Regulars, newcomers, Monday shoppers, or Christmas Eve panic buyers, all customers love a good discount. Discriminating between them is about as popular as the last pick in a box of chocolates: nobody wants the coffee cream. Spread the love; fair discounts foster happy customers.
Bonus: Sloppy Packaging
Oh yeah, now this one is a major one that you definitely need to keep in mind. So, for starters (and the obvious), first impressions count, and for physical products, that first impression starts with the packaging. If something looks like it’s been packed in a hurry or slapped together last minute, customers notice, and yeah, not in a good way.Â
So, of course, professionalism matters, even down to how a label is applied. It can’t be stressed enough that rather than doing your labels by hand (which has its place depending on what it is), but for the most part, professionalism is about looking good, being accountable, and looking (and being) official too. That’s why you should consider labelling machines if your business doesn’t have one already. Just think about it like this: when packaging feels premium, customers are more likely to take you seriously right from the jump.
If you can avoid doing all of the above as often as possible, you are much less likely to turn off your customers, which means it is much more likely that your business will succeed in the long run, which is what you want, right?