Getting a new customer is ten times as expensive as retaining an existing one. Despite the fact that most companies try to keep their customers satisfied, it happens they lose a client because of a trivial failure. The Open Forum website described six ways that definitely breaks your relationship.
1. Customer information as a commodity
Sharing information from your partner may seem as a beneficial resource for your business. Anyway, do not do it. Once the client finds it, the trust is gone.
2. Politics and religion are taboos
Discussions about politics, religion, or sometimes even a professional sport, offer no benefit to your business. If possible, avoid this issue elegantly, even if the client begins to talk about it himself.
3. Blaming your customer
Do not try to argue too long or even accuse your customer of a failure that occurred. A sincere apology has a higher value for the future relationship than blaming the other party.
4. Inability to customize the product
If you are not able to customize your product, you give your customer the signal you does not address his needs individually. Personalize your offer based on the information available about the customer.
5. Disrespectful behaviour
Be polite to your customer as if he was your best friend. Why to be rude to a friend if you like him? Train your employees to leave such behavior behind as well if they have to deal with a client.
6. Failure to recognize your customer
It does not matter whether you deal with a customer in retail or at a business meeting. If you deal with him regularly, it is good to remember his needs or to ask about his satisfaction with the previous purchases. However, the biggest faux pas occurs when you are even unable to recognize the customer at all.
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