Top 5 Killers of Customer SatisfactionFeb 05, 2020
“Ignorance is bliss” unless you run a business. You may be surprised about how few business owners are aware of the impact of customer satisfaction on the success of their business. The satisfaction of your customers is directly proportional to your revenue and the longevity of your business. The higher the level of customer satisfaction, the more financial gains you will make and the longer you are likely to remain in business. Lower satisfaction levels, on the other hand, may have you making below average profits or in severe cases running the business at a loss. If you are not aware of this, then you are not going to make it very far in your business anyway. Remember, ignorance is not bliss neither should it be an excuse.
Poorly trained employees
This is probably the most “visible” killer of customer satisfaction because it is usually obvious when it is on display. From the employee being outrightly rude to a customer to the inattentive employee, nonchalant to the needs of the customers, in the business world today there are several displays of poorly trained employees. However, as much as an employee can be faulted for being rude to the customer, a bulk of the blame lies on the business owner. If you run a business, it is your responsibility to ensure that your employees are always in order while implementing systems that will check poor customer relations. Because regardless of how efficiently run a business is, if the employees are not playing their role properly, they will contribute to pushing customers away from your business.
Returns and rewards
You can do everything right and something completely out of your control could still go wrong. Mistakes will always happen in business, understand this. However, while you may be unable to prevent each and every mistake, you can make preparations on how to address these mistakes when they do happen - because they will. This is where returns and rewards come in. Put a contingency plan to address the possible problems that could happen in your business such that at the end of the day, you do not just meet but exceed the customer's expectations. For instance, if you run an online business, there is the possibility of the customer receiving defective goods which may have been damaged in the shipping process. Is this your fault? No. Would the customer be wrong for filing a complaint? No. But is this a problem? Yes. If it is not addressed, then you may loose that customer for life. In this case, you can either give the customer a refund or create a smooth process for them to return the defective item for a new and non-defective one. Either way, the goal here is to ensure that customer is satisfied at the end and maybe even excuses you for the mistake.
Lack of feedback system
Do not underestimate the importance of giving customers the ability to provide feedback. Whether you are aware of it or not, your customers are out there reviewing your business on several platforms, be it Yelp, Google Reviews, Facebook or other social media platforms. The fact is that your customers are saying things about your business and you ought to be aware of these things. Whether it is positive feedback or criticism, being aware of what your customers are saying can help you determine where your business is falling short and the measures you can take to improve on those areas. Solicit feedback from your customers, encourage them to drop their reviews whether it is on your website or on another platform. However, more importantly, ensure that there is a system in place to manage this feedback. The last thing you want is a customer going on an online rant about your business with no one to address it.
Poorly planned logistics
There is a possibility that you might make certain poor logistics-based decisions while trying to establish your business. This is often the hardest problem to recover from usually because it could have a lasting impact on your business and trying to fix such problems are often expensive. However, if it kills customer satisfaction, then you might want to take the necessary measures to fix it before it leaves a permanent negative impact on your business.
And there you have it, the top 5 killers of customer satisfaction in the business. While there are several other factors that could kill customer satisfaction in business, it is important to understand that these are the top five that can crash any business before it is even fully established. If you can watch out for these five factors and take proactive measures to check them, then there is a higher chance of you seeing success and stability in your business.
Of course, if you need help you contact me at 516-500-1536 or go to my website, www.CustomerSatisfactionServices.com.
Chief Customer Satisfaction Officer/Founder
Bryan Service Companies , Inc.– Customer Satisfaction Services
Stay connected with news and updates!
Join our mailing list to receive the latest news and updates from our team.
Don't worry, your information will not be shared.
We hate SPAM. We will never sell your information, for any reason.