It’s a disappointing feeling when you realize that your company is not doing as well as it had in the past. Riding the high when your company is doing pretty well can get addictive, however, you must also make sure to keep a note of why your company is doing well so you can continue doing it. That’s what all the business gurus say. But sometimes, this won’t help and you still lose customers. So now you are thinking to yourself, why am I losing customers? Am I doing something wrong?
Don’t try and find someone to blame during this unfortunate time for your company, instead try to understand what can be done to keep the ones you still have and bring in new customers. Of course, to do this you also need to know the reason why some customers are not coming back, here is a list of potential reasons. It’s up to you to figure out if one or more of these reasons are applicable to your company, and your job to find a way to fix it. You don’t need to fix it alone though, organizational change can be done with help. Check out Bizzdesign.com to find support to get your company through change.
1. A Negative Experience With A Company Employee Or Customer Service
One of the most common reasons customers refuse to come back to a company is due to a negative experience with someone who works for or is associated with the company. This is a very unfortunate event that leaves a lasting effect on the customer. They will then spread negative word-of-mouth about the company, prompting others not to come to the company either. This situation can’t always be avoided, sometimes employees are not having a good day and incidents happen. However, with proper training on how to deal with these circumstances, the incidents will be kept to a minimum and maybe even get them to stop happening at all.
2. Inconsistency Problems
If there is one thing that customers truly dislike, it’s being confused by a company with inconsistent information. This isn’t just in one place. Inconsistency in companies happens in many different areas, unfortunately. Such as the customer service of a company explains something to a customer but the website of that company is explaining it completely differently. Or if the marketing of a company or product is shown one way but in reality, it’s a lot more different than the customer was told to expect. These problems are very frustrating to customers, and they will, understandably, take their business elsewhere if these things aren’t fixed.
3. Inability to Change
Another reason you may be losing customers is that your company might be stuck in its old ways. Change happens quite often, and it’s a known strategy to keep the current trends in mind to apply that to organizations. But if you are not doing this with your company, customers will find a company that is changing according to the trends. Customers’ wants and needs are very important factors to take into account when trying to keep your company from failing. Those wants and needs are notorious for constantly changing, and not understanding them and applying those changes tells customers you don’t actually care about them.