‘Perceived’ indifference is the number 1 reason your customers leave
Thanks to everyone attending the AASDN Customer Service Excellence Training Sessions in Sydney and Perth over the last couple of weeks. Up-skilling in customer service is a real investment into your business! One of the most commented topics of the session was ‘Perceived Indifference’.
Studies have shown that 68% of customers leave a business relationship because of a perceived attitude of indifference on the part of the company. Perception is everything. Perhaps employees aren’t actually indifferent—it’s perceived that they don’t care. Lack of warmth in business could be killing your bottom line.
So what is indifference and what can you do about it?
Indifference is the opposite of responsiveness, the opposite of pro-activity, the opposite of engaging, the opposite of clearly showing that you care and also the opposite of following through. So customers perceive your business not to care and take their business elsewhere.
Here are the top tips on what you can do to show that you value them!
- Reply promptly to messages
- Take action on issues
- Manage customer expectations with empathy and provide explanations
- Be proactive – it could be informing them that their vehicle is finished even before time or send them a sms update.
- When talking to your customers, make sure you make eye contact, be aware of your body language, gestures and tone, which all conveys interest in the customers person and their situation or problem.
- Show that you care about their issues, needs and feelings. It can be just through a simple acknowledgement.
- Use technology to your advantage: use automated email reminders, birthday emails, sms confirmations including a ‘Thank you for using our business. Wishing you safe travels!’ sms. There are many ways technology can support making a customer feel cared about.
- Don’t assume! Why not ask your customers directly for suggestions on how your service could improve. You might be surprised by what they tell you.
- There is always room for improvement! Always find constant little things to improve in your process or the way you treat customers. It will make a big difference in the long run.
Put the customer first – cShow responsiveness, be proactive, engagement, caring, and follow-through.