3 Ways Businesses Tank Their Reputation Through Poor Customer Service
Take it from a digital advertising service, when a client is paying for a product or service, they have certain expectations. When those expectations are not met, you can bet a consumer will take their business elsewhere next time. They may even use social media to tell hundreds of their “friends” about their bad experience. Here are three things to avoid if you want your company to maintain a good reputation.
Let’s use the cosmetics industry for our example. Most skincare products do not wipe away decades with one application. If you promise visible results in hours, days, or even a week, your customer is likely to be disappointed. This can lead to returned products, or worse yet, a letter from the FTC about your marketing techniques. Always have the data to back up claims, and don’t promise someone the world if you only plan on giving them a little neighborhood.
Failure to Communicate
Let’s use a service industry as our example here. If you were a window washer and had a client’s window to wash every Monday, what would you do if you could not make it one Monday? Common sense says to call and reschedule the cleaning for Tuesday. Even if you have to completely skip a week, a call is likely to appease a customer. The problem is that most businesses would not communicate with a customer. They would either simply show up on another day or not at all. The lesson? Keep your customers looped in.
Ignoring Negative Feedback
Whether it is a tweet directed at your company or a negative review on a site like Yelp, a good practice is to respond to negative remarks. As a digital advertising service, we understand sometimes your response on a social network can be critical to your reputation. At other times, it means analyzing the data to change how the business works. This shows customers that you are listening to their needs. While one complaint should not change your whole business model, a serious of suggestions that agree with each other may reveal something that many of your other customers are thinking but not voicing.