What Makes Customers Walk Away in Frustration

Frustration is a feeling we can all relate to. It’s a sense of anger that feels hopeless because you can’t solve the issue. We’ve all been stuck in a traffic queue, nervously looking at the time while knowing that there is no other way to escape the traffic jam.

Frustration makes us feel powerless. There is nothing we can do but wait until the problem has resolved itself. Yet when a customer feels frustrated, it’s a strong indication that there’s room for improvement within your organization. A frustrated customer experiences a mixture of anger and hopelessness. They are in a heightened emotional state, which makes it tricky to win them over. You are more likely to lose customers who walk away in frustration. Here are 4 avoidable situations that could lead to negative emotions.

StrategyDriven Customer Relationship Management Article | What Makes Customers Walk Away in Frustration

No transparent communication

Transparency is a business buzzword when it comes to communication. But what does it mean? Business experts recommend thinking of transparency in relation to what your customers want to hear. Ideally, your customers want to know what to expect. They do not want nasty surprises, such as a vague pricing system or inaccurate promises. Maintaining a transport approach to your communication will significantly boost your brand reputation. In an open and honest communication, customers are more likely to forgive unavoidable errors and mishaps.

They bounce off the site

Your customers live in the 21st century. They are experienced users of digital technologies. Therefore, they expect your website to meet their expectations. An old-fashion design could slow down the experience and distract from the messaging. Additionally, unresponsive web design that isn’t mobile-friendly can affect navigation. It can be a good idea to reach out to a professional website design company to consider improving your online presence. The company can help identify some of the core issues, such as lack of accessibility or excessive popups and distractions on the page. Ultimately, your customers are digitally savvy. So they are not wasting time on websites that don’t deliver the performance they need.

StrategyDriven Customer Relationship Management Article | What Makes Customers Walk Away in Frustration

They don’t find your added value

Your added value is the differentiation your business delivers to customers. Buyers are willing to pay more if they feel the added value is worth the expense. For instance, Apple users argue that devices are expensive, but they are high-end designs that establish a sense of community within the audience group. What do you give to your customers that is unique to your brand, and more importantly, how can you make it more desirable? Failure to understand your audience group can backfire dramatically, as customers feel cheated by services or items whose price seems unjustifiable.

They find the VIP treatment unfair

What is your policy toward VIPs? Traditional organizations tend to be selective about their VIP customers, while others will treat every customer with the same respect and attention. Moving forward, the traditional model is less effective, especially in an environment where any user can damage a brand online. It can be helpful to transform your customer relationship strategy accordingly.

Are customers left frustrated by their interactions with your company? Whether they feel your communication lacks transparency or your website isn’t user-friendly, annoyed customers are quick to switch brands for a competitor. Therefore, every business needs to put their customers’ happiness first!

Learn The Secrets To Impress Customers From Day One

Are you interested in gaining more customers for your business? If so, then you need to work to ensure that you do impress them from the first day they find your company. This is always going to lead to higher conversions. Here are some of the boxes that you need to tick to get this right.

StrategyDriven Customer Relationship Management Article | Learn The Secrets To Impress Customers From Day One

A Killer Website

First, you need to think about your website. For most customers and clients, this is always going to be the first impression that they get of your business. You need to pay attention to load times. If it takes anywhere more than three seconds for a page on your site to load, then you’re going to have problems with your bounce rate. You need to think about the design too. It’s absolutely vital that your site stands out from all the other possibilities in the SERPs. A custom website programming solution is often the best way to ensure that’s the case.

A Fast Call Back

These days, customers don’t want to be waiting long for an answer they need. They want to get results immediately and this does tie back to ensuring that your website loads rapidly. If a customer makes an enquiry, you need to make sure that you are in a position to respond within at least 24 hours. If it’s anything more than this then you can bet that a customer will have turned their attention to the competition and potentially found the solution they were searching for before you could even pick up the phone.

Honesty And Transparency

Next, you need to make sure that you are both honest and transparent with customers. They value this more than most other things. They want to know that they can trust the company that they are buying from and this should always start with the quote that you offer for a product or service. The quoted price should be exactly what the customer is going to pay when the service is delivered. If you can’t quote a price, then you need to be honest about this as well. Don’t end up in a situation where they can catch you out further down the line.

Rave Reviews

Finally, you do need to think about reviews. The latest reports suggest that more than 80% of customers and clients will check reviews online before they even consider committing to a purchase. So, if there’s an issue with your reviews then you could lose a lot of buyers. This is often a matter of knowing how to approach reviews. For instance, you should respond to them publicly as this will send a positive message to any potential customers. You also need to watch out for bad reviews on social media that might be spreading like wildfire.

We hope this helps you understand some of the key steps that you do need to explore to get things right here and guarantee that your customers don’t leave you for a competitor. Impress them from day one and they’ll always come back for more.

Business Owners: Are You Guilty Of Negligence?…

If you’ve recently started a business, I’m sure you’re quickly discovering just how much goes into making it a success. Your big idea is just the start of it. From there, you need to think about your HR, marketing, IT infrastructure and a whole host of other factors. With so much going on, it’s essential to make sure you don’t neglect anything important. Here are some things that you simply can’t afford to neglect…

Office Data Backup

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Photo courtesy of Torkild Retvedt via flickr

Office data backup is something that you’ll hopefully never have to use, but you’ll be glad you have it if and when the need arises. Backing up your office data is a great insurance policy against the unexpected. Files can be wiped from your servers, sabotaged by a disgruntled employee, or some kind of freak disaster could damage the servers beyond repair. By regularly backing up all your company’s important data, you’ll be able to get the company up and running again soon afterwards. Despite the massive importance of backing up, a lot of small businesses manage to overlook it completely. If you haven’t already, take a look at your options and set up a dependable system for backing up your files.

The Employee Handbook

Neglecting this part of your business is usually a side-effect of rapid growth. In the early days of your business, when there’s only you and a few employees, any kind of solid HR policies aren’t really that necessary. However, when your business starts to grow and develop as an organization, you’ll need to take on a lot more staff. This means you’re going to need some solid rules in place. A good employee handbook will introduce new recruits to the company’s core values, mission and culture, will tell them what’s expected of them, but most importantly, it will tell them what’s permissible and what’s not. By taking the time to draft an employee handbook, you’ll protect yourself from all kinds of costly litigation and disputes. Whether you do it all on your own steam or reach out to an employment law firm like Ellis Whittam, an employee handbook is an absolute must. Just a few printed words can make all the difference to your company’s future!

A Good CRM

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CRMs, short for customer relationship management platforms, are great tools for managing your company’s interactions with both current and prospective customers. With one of these in place, your company will enjoy better workflow, will be able to automate various tasks, increase the number of sales leads you’re getting and generally increase productivity. Although these auxiliary programs were once considered a luxury, an increasing number of firms are using them, and they’re quickly becoming something of an essential resource for any modern business. Despite what you may have been led to believe, CRMs aren’t exclusive to big businesses anymore, and the packages on the market are getting more and more cost-effective all the time.

As you move forward with your business, make sure you’re not neglecting any of these and holding your firm back from what it can achieve!

7 Ways a Senior Concierge Business Can Help Senior Citizens

StrategyDriven Customer Relationship Management Article | 7 Ways a Senior Concierge Business Can Help Senior CitizensSenior Concierge businesses help senior citizens with some of their day to day tasks that are becoming difficult for them to accomplish alone. They aren’t home health aides or any other type of medical caregivers. Rather, they allow those who need in-home senior care to get many of the things on their to-do list checked off. Think of them as errand services or personal assistants.

There are many tasks a Senior Concierge can assist with. These seven are some of the most popular reasons to use a Senior Concierge.

A Senior Concierge Can Grocery Shop for an Older Person

Grocery shopping can be difficult for a senior citizen. Getting to and from the store as well as maneuvering grocery carts and reaching many items is more than some elderly people can manage.

A Senior Concierge can accompany an older person to the store, assisting them as they do their shopping. Or, the concierge can go to the store for their client, making sure to get all the items the senior has asked them to buy. A concierge can also help to put the groceries away.

A Senior Concierge Can Accompany the Elderly to Medical Appointments

While concierges aren’t medical professionals, they can take senior citizens to and from medical appointments when a family member or friend is unable to. Not only does this ensure the client gets to and from needed appointments, it gives the senior an extra set of ears to listen to the doctor’s instructions.

An important thing a Senior Concierge can do at these appointments is to write down everything the doctor says, making sure nothing gets overlooked. That written information is valuable to both the senior and to any family member or friend who would like to know what happened at the medical appointment.

Medication Pick Up and Organization Gets Done On Time with a Senior Concierge

Getting medications on time is important for senior citizens, and a Senior Concierge can ensure that prescriptions and over-the-counter medications are picked up from the pharmacy in a timely manner.

Another medication service a concierge offers is to organize medications. They can put medications in daily pill boxes to make sure the senior is taking the right medications at the correct times.

A Senior Concierge Can Make Sure Seniors Don’t Miss Face Time with Family

Many seniors delight in the chance to video chat with their children, grandchildren, and other family members, but sometimes technology can be confusing for them.

A Senior Concierge can come to the home to facilitate video calls between seniors and their loved ones so they don’t miss valuable face time chatting with them. They can make sure the chat gets started correctly and help if it becomes disconnected.

Pets Are Easier for Seniors to Manage when a Senior Concierge Helps

Pets offer senior citizens many benefits. They’re great companions and can decrease loneliness and depression in the elderly. It sometimes becomes difficult for an older person to take care of their pets.

A Senior Concierge can help manage pets. They can take dogs for walks or empty cat litter boxes. They can also take pets for their veterinary check-ups.

Seniors Can Continue to Send Gifts the Way They Love to with the Help of a Senior Concierge

When it comes to buying gifts for birthdays and holidays, many seniors would love to be able to shop the way they once could, but physically they are unable to get to the stores. Purchasing gifts from the Internet can be an intimidating task.

A Senior Concierge can help purchase gifts, either by going to the store to buy them or assisting an elderly person to shop online. They can also wrap gifts or address greeting cards. If gifts need to be mailed, they can take care of that, also.

The Elderly Laundry Gets Done Right by a Senior Concierge

Not all seniors have their laundry room on the same floor as their living area. Managing steps makes it difficult to do their own laundry.

Going up and down the stairs is something that a Senior Concierge can do for their clients. They can wash, dry and fold laundry, carrying the laundry baskets that might be difficult and dangerous for an elderly person.

About the Author

StrategyDriven Expert Contributor | Kelsey SimpsonKelsey Simpson enjoys writing about things that can help others. She lives in South Jersey and is the proud companion to two German Shepherds and spends her free time volunteering in dog shelters.