05/ 17/ 2006
Make a serious mistake, and your customer will let you know about it––fast. Payment errors, quality defects and other obvious problems will motivate your customer to call you quickly.
But what happens when your customer perceives a less obvious, intangible problem involving your communication style, temperament or behavior? Will your customer call you? Not likely. In fact, if your customer perceives the problem as serious enough, he or she might even fail to buy from you in the future––and never tell you why. Worse, even if your customers generally like the way you do business, they might happen upon an alternative supplier who offers something you don't and quickly change their buying habits.
Here, then, are nine things customers will probably never tell you. If any apply to you and your business, consider taking the lesson that follows to heart:
You patronize me. I don't like the oversimplistic way you describe your product. I feel as if you're talking down to me. Lesson: Always ask your customer whether he or she wants more or less detail.
You don't keep up with trends. I want to be able to send questions and product queries by e-mail, but I've discovered you're not “wired.” That makes me think you might not be up on other things as well. You also always seem a step behind the latest product developments. Lesson: Each year, identify three of the top business and technological trends in your field and develop a plan to stay current. Equally important, let your customers know you're staying current.
I'd buy more if you asked me. I have so many needs, but you don't seem to recognize them. Maybe you offer products that would make my life easier, but I have no way of knowing. Lesson: Instead of simply describing your products to your customers, ask how you can help satisfy their needs.
I don't like your manners. I don't like the way you try to do two things at once while you're talking to me, how you interrupt me or your failure to use formal titles when addressing me. Lesson: Mind your manners.
Your style upsets me. I don't like the salty language you use in my presence. Things always seem so disorganized in your office or shop that I can't help but wonder if you're all that organized. I'm bothered by what I see as a lack of professionalism in your habits. And your procedures appear overly bureaucratic (or not formal enough). The list could go on and on. Lesson: Watch your customers’ interpersonal and professional demeanor. Respect it by watching your demeanor.
You're inconsistent. 90 percent of the time I know you'll do exactly what you promised. But it’s the other 10 percent that I'm never sure about. Lesson: Aim for 100 percent consistency. If you're not going to be able to meet the customers’ terms, let them know the minute you realize there might be a problem.
You don't respect my time. I have to wait on the telephone or in person when I want to talk with you. When I leave a message, you don't call back promptly, and this inconveniences me. Lesson: Save your customers’ time before you save your own.
You were rude to my assistant. All she wanted was some simple delivery information. She didn't deserve the runaround you gave her. Lesson: Treat customers’ secretaries and administrative assistants just as you'd treat your customers.
I'm talking to the competition all the time. Face it: It’s a dog-eat-dog world out there. I want to save money and time and get the best deal I can, so it’s only natural that I keep looking for other suppliers of goods and services. Lesson: Ask your customers to provide regular feedback to you.
The bottom line? Listen to anything your customers tell you. But equally important, stay attuned to what they don't tell you. The result? You glean valuable clues that can keep those all-important customer relationships intact for a long time.
