Are Your Customer Service Efforts Putting These Bees In Your Business Bonnet?

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Impressing your customers is everything in business. Fail to do this, and there’s no chance you’re going to see any level of success. These are the people who can either make or break you, after all. You’re aiming to please them with everything from your product itself to the service you offer. If you have your head screwed on right, you put the customer first in everything you do in a work capacity. Sometimes, you have to downright suck up here to get where you want to be.

But, what happens if you take this too far? There are so many articles out there about the things you should do, but none of them considers the impact of going overboard. The fact is that trying too hard to impress is almost as damaging as not trying hard enough. In both instances, the results will be that you fail to make any sales. But, at least if you fail because of your lacking efforts, you’ll already know about the changes you need to make. If you fail because you’re trying too hard, you may struggle to recognize the problem areas in the first place. If you’re doing everything by the book then why wouldn’t your efforts reap rewards?

In reality, though, there are a few easy ways to get all those ‘right’ things wrong. The majority of customers hate over the top customer service. Even if you think you’re bossing it in this department, then, you may well be falling foul to following mistakes.  

Overly helpful staff

In a physical retail space, there’s nothing worse than staff who pounce on you the moment you walk through the door. Yet, an astounding amount of businesses ensure someone greets customers within thirty seconds. All the better for securing sales, right? Wrong. In reality, a customer won’t have any time to get a feel for what you offer within thirty seconds. As such, an interruption at this stage is downright annoying. Far from showing your team as helpful, this could be enough to see customers walking right back out again. If word gets around, this over-keenness could even stop people entering your store. The flip side of this coin, of course, would be not to have enough staff around. This could also lead to lost sales as customers walk out when they can’t get the help they need. Your best bet in this instance would be to settle on a happy medium. You want staff around, and you could even have them say hello when customers walk into the store. In general, though, customers will come to them when they need help. If you can’t let go of the idea of approaching each customer, at least leave around five minutes before interrupting them. 


Endless promotional content

Any article going tells you that you need to post on social media on a regular basis nowadays. If the rumours are anything to go by, failing to do this could see you struggling to hold the attention of an online audience. The most drastic of advice articles will tell you that not uploading often could see you lost in the internet abyss. And, to some extent, that is true. Algorithms on sites like Instagram and YouTube favour those who upload regular content. Even Google will display pages updated often much higher in their listings. So, you are at risk of disappearing if you don’t upload on these platforms at least once a day. But, that doesn’t mean you should post purely promotional content. If you fall into this trap, it’s a sure way to lose the followers you do have, and fail to pick up more. The fact is that all online content should have an element of interest. As can be seen in these tips about engaging with customers, educational content is key. In other words, you need to provide a call to action as it were. Customers should feel as though they gain some practical knowledge from your uploads. You can, of course, include mention of your products within these uploads, but keep promotion to a minimum. Instead, find a subtle way to link those products to each topic. Otherwise, you’ll fast become that annoying company no one wants to follow.

 

An invasive live chat

Live chat is THE new thing when it comes to online customer interactions. Any business website worth their salt has one of these now. All the better for ensuring that online sales are as easy for customers as face-to-face alternatives.  Again, we aren’t here to argue against the benefits of something like this. But, it is worth noting that an overly invasive live chat can be as off-putting as an eager sales team. If your live chat blocks the screen within seconds, customers are sure to click straight off again. Instead, you want to find ways to make this chat feature known without invading a customer’s browsing space. Something like a small icon which flashes up in the corner could be all it takes here. If you use a bright color like red for this, you can still be sure customers will notice the chat is there. Still, they won’t need to click cancel on multiple buttons to get back to the task at hand. That in itself could see online leads sticking around for long enough to turn into sales.

A passive-aggressive goodbye

As much as it’s good to greet customers, many articles will also state the need to say goodbye. It’s only polite, after all. Or is it? When it comes to online interactions, this could come across as passive aggressive and annoying. If customers have to click multiple ‘goodbye’ notifications before they can get off your page, you can bet they won’t come back. In this instance, there is no real easy way around the issue. Your best bet, then, is to let customers leave without distraction. That way, your interactions won’t end on a bad note, and they may well be back at a later date.

 

 

 

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