No business wants to lose customers, but for a small business that loses a customer — that can really hurt your bottom line. It's important to retain customers and get them coming back, since it's cheaper to retain current customers than it is to acquire new ones. Here's how you're probably losing customers as we speak:
Lack of Training
Yes, it's important to hire capable and qualified employees. However, it's just as important to have them trained properly. You need to make sure they are well versed in the product or service your business provides AND in overall customer service. It’s important for employees to know the details and deliver them in the proper way!
The more hours you're open, the more opportunity there will be to do business. While not every business can afford to be open all of the time, it is important to know your target market and be available when they are (unless you need the daylight in order to operate).
The one thing you should never do to your customers is lie to them. Lying might help you save face in the moment, but will cause the customers to resent you and your business if they find out the truth, or if they feel cheated. It's best to always be honest and upfront so you can create a lifelong relationship with your customer.
When a customer calls your business, they expect to speak with someone right away with no difficulties. Having a phone system that isn't capable of handling multiple incoming calls can turn customers away. Switch to a VoIP phone system in order for your business to be capable of handling multiple incoming appointments, order placements, and customer service.
A business that is steadily losing customers won't be a business for too much longer. When your business is ready to make the switch to a VoIP phone system, contact Reliable Voice & Data Systems. To learn more or to schedule a free estimate, give us a call at (877) 385-6657.
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