One way to alienate customers and lose valuable trust is to say you'll do something then not do it. It doesn't matter whether you intended to do and forgot or just promised something to get a quick sale. Customers who have had this experience with your business will not forget it and will lose faith in everything else you say, promise or advertise.
Why should they beleive you? You've already demonstrated that you can't be trusted. About half of them will probably transfer their patronage to one of your competitors whom they think can be trusted. The lost business will multiply if you keep breaking promises and frustrating customers. The best policy is "If you say it, do it."
More on fixing customer care in chapter 1 of my book "When the Shit Hits the Fan" in USA and "Save Your Business" in the UK.
Monday, December 20, 2010
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