So you’re running a business and your customers are just becoming ruder and ruder. In fact, they appear to be demanding more, abusing more or just being plain overbearing. You can come across customers that are just manipulating the ‘customer is always right,’ ideology of the business, but if it is happening too often, you have to seriously find out what is wrong.
Sometimes, it is not always the customer; it could be your business that is aggravating them. If you can’t pinpoint why you have to deal with increasingly difficult customers, the following are a few things to consider.
1. Arrogance in Service
If you’re the only business offering a certain service, with no competitors in the marketplace, it is understandable that you might become a bit cheeky. On the other hand, don’t turn your nose up at the customer. Being arrogant in providing them a certain service, like you are doing them a favor instead of doing your job can make the customer feel angry and unappreciated. Your business runs because of their want or need for it. Don’t make them turn away.
2. You’re Not Listening
In some cases, it could be because of the fact that you aren’t listening to the wants and needs of the customers. Providing customer support is a good idea but if your customer support is just a means to placate the customer without giving them a proper solution, they might as well be talking to a brick wall at this point since it is not doing them any good.
3. Bad Services that Are Going Downhill
Any business knows that they have to provide good quality services to their clientele, particularly services that justify the cost. On the other hand, if all you are doing is taking their money and not focusing on improving your services, then you shouldn’t be surprised that you are getting angry customers. They’re not getting good value for their money.
4. Not Utilizing Feedback
Thinking of making some changes? It’s a good idea to ask for feedback. However, if you just go ahead and make the changes without paying attention to the feedback, what was the point? It’s as annoying as when someone asks you for advice and doesn’t use it. It is a very irksome situation to be in. Also in this manner, you end up ruining your services for them.
5. Difficult to Reach
It’s natural to have a certain procedure or a hierarchy to get in touch with someone but never make it difficult for the consumer to approach the concerned professional. Many people hate businesses where they have to wait for hours or are tossed from one department to another. While you will succeed in making the disgruntled customer, you can be sure it is going to generate some bad publicity and you will be in real hot water then.
As we said earlier, if you’re not doing any of these points and the customer is still angry, it might be that they’re just being inconsiderate. However, if this is happening too frequently, you should consider actively finding out what is wrong.
