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Why Your Customers Continue to Leave You
Put yourself in their shoes!
Imagine this situation. You walk into a store looking for a pair of wrinkle-free trousers in a light brown color. You don’t find the pair that you want in your size, and the colors available don’t catch your fancy. You can’t find anyone in the store whom you could check with.
When you spot a salesperson, he tells you that he doesn’t really know when they are likely to have your size. He will have to check with his Manager. Could you wait for some more time, please? He goes to check, and that’s the last you see of him! Infuriating, isn’t it?
Slow and Poor Responses
This is what most customers face when they deal with many businesses. They don’t get an immediate response from someone who knows their stuff and when they do get a response, it may not be satisfactory; they have to come back to check something again. Technology hasn’t helped either – in most cases, it isn’t really connecting businesses to their customers. For instance, where customers used to call in repeatedly, they now send multiple e-mails.
Leaving is the Customer’s Answer!
In response to such treatment, customers only have to take a cursory look to realize that other businesses are waiting to serve them. Customer service is poor and competition is at an all-time high. Is it surprising then, that customer attrition continues to be one of the biggest problems for firms of all sizes? One study at Harvard Business School revealed that the average U.S business loses about half of its customers every five years.
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