Just as you can create loyalty you can reverse it easily if you're not careful and don't pay attention to the things below. Don't make buying from you difficult, time consuming or an overall unpleasant experience. You may drive your customers into the waiting arms of your competitors. Watch out for these loyalty destroyers:
*Poor customer service (obvious)
*Feature have sales on out-of-stock items
*Ignore customers that need help
*Have poorly displayed merchandise
*Don't return calls or emails
*Have a sarcastic or grouchy attitude
*Make customers wait to pay you
*Open late or close early
*Use only voicemail 24/7
*Have a no-refunds policy
*Have business hours that only suit yourself
*Don't answer customer/client questions
*Offer only long delivery times
*Drag out solving a problem
*Show up late for appointments
*Be poorly dressed and groomed
*Have a dirty store or office
*Don't thank customers for every purchase
*Don't train your employees well
*Run out of popular products
More on customer loyalty in chapter 15 of my book "90 Days to Success as a Small Business Owner"
Sunday, July 10, 2011
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