Three Fatal Service Mistakes You Must Never Make with Your Customers

Your customers have a built in radar screen that alerts them when you make a mistake when dealing with them. Commit any of the following three mistakes and it could cost you their business forever!

Not Using the Customer’s name
First on the list of mistakes is to not use your customer’s name. People like it when you use their name. It makes them feel special. It has been proven that there is an actual chemical reaction that takes place in a person’s brain when they hear their name. So, whenever possible use your patron’s name. It is easy to get from the credit or debit card, or from their check or account information.

Not Giving Your Full Attention
The next mistake that is often made with customers is the employee or manager who does not give the customer their full attention. Distractions like talking on the phone, stocking shelves, or talking to a friend can sabotage your efforts to treat your customer with the respect he or she deserves. Make it a point to become totally focused on your customer and watch how they appreciate your complete attention.

Telling the Customer What You Cannot Do
Using the words “we can’t do that” or “that is not our policy”, should never be spoken to a customer. Remember, people want to have a choice. They like to have options. By using either one of those phrases it implies that they are powerless and not very important. A better way to handle the situation when you cannot give your customers specifically what they want, is to take a different approach. Explain to them that what they are requesting is not possible, however there are some things you can do for them.

For example you may not be able to give them a refund, but you can give them a store credit. You might not be able to have their order delivered by tomorrow but they could receive it the following day. Owners and managers please take note; you must empower your employees to be flexible and creative when dealing with customers who are requesting something that is not totally possible. Remember, this customer represents a lifetime buyer. The purchase they are making today is only the tip of the iceberg. By helping him or her get what they need and want, you are saving the customer and building your business.

When you avoid these three fatal customer service mistakes you will be well on your way to creating a mutually rewarding business relationship that lasts a long, long time.

If you are interested in a better career in customer service visit www.customerservicejobs.com

Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees.