One of the most important parts of any successful business is its relationship with its customers. Being able to attract them and to get them interested in your products and services is only the start. If you want them to keep coming back or to spread positive word-of-mouth, you have to make sure that you don’t let them down. However, many businesses do so simply by being difficult to reach or unresponsive. Here are 4 ways how new businesses tend to leave customers hanging, and how to make sure that you’re not doing the same.
By Team Savant
Image: Faizur Rehman
No Clear Contact Information
One major mistake, even if your business is run entirely online, is not providing any visible and easy-to-use contact details on your website. Your customers may have questions about your products and services or encounter issues after purchase that they need help with, or they might just want to see that your business is legitimate. Without a clearly listed phone number, email, or contact form, they’re left in the dark. This creates frustration and damages trust.
Not Answering The Phone (Or Having One)
Given how much business is handled online now, many may think that they don’t need to list a phone number. However, aside from giving customers their preferred way to reach you, having a number they can call can make your business look much more credible. However, you need to make sure you answer when it rings, even when you’re busy. If you can't personally answer every call, using an answering service ensures no call goes missed. This shows you’re accessible and serious about service. Failing to answer the phone can make you look unprofessional or, worse yet, shady.
Slow Or No Response To Inquiries
Customers expect replies quickly these days, especially in a digital-first world where it takes literal seconds to respond. Delayed responses ot queries, complaints, or requests for support can make customers feel ignored. In a lot of cases, this happens because your team is overwhelmed and has messages piling up. Working with a virtual assistant or even using a chatbot to answer the most basic queries can free up a lot of time, much like the phone answering service mentioned above. The early stages of a business are the most critical time to establish a reputation for being responsive and helpful. Ignoring customers, even unintentionally, signals that you’re not prepared to return their support.
Lack Of Post-Sales Follow-Up
Customers want to make sure that they’re on the right track after going through a sale. If you don’t offer confirmation emails, tracking links, or updates on orders or services that they have paid for, then it can create apprehension that their money has vanished into thin air. This can warrant frustration, but if they’re kept waiting without any word for too long, they might even start to investigate or call the authorities, which will create more hassle for you to deal with.
Businesses have to be accessible to their customers, especially smaller businesses. Keep the tips above in mind if you’re asking what you can do to create a better relationship with your audience.