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Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they aren’t the only aspects of customer service that need to be focused on. Whether it’s slow response times or even relying too heavily on customer self-help tools, there may be some practices you don’t even realize are hurting your relationships with your customers.
Pinpointing your company’s bad practices is essential if you want to improve your customer service efforts and, as a result, the overall happiness of your customers. To get started, consider this list of bad practices that could be derailing your company’s customer service efforts, courtesy of Rolling Stone Culture Council business leaders.
Ignoring Customer Feedback or Concerns
One bad practice that can derail a company’s customer service efforts is failing to listen actively to customer feedback. When customer concerns or complaints are ignored or dismissed, it creates frustration and erodes trust in the company. Ignoring feedback pushes customers to competitors who care. Seek feedback through surveys and ask your customers what would make your company better. – Jason Hennessey, Hennessey Digital
Lacking Empathy and Proper Leadership
Poor leadership and a general lack of empathy are bad practices. I believe if a company can fail faster, it can learn from its mistakes, implement compassion and understanding, and promote the realization that we are all humans doing the best we can to get through each day. – Josiah Corbin, Elite Multimedia Productions
Cutting Costs at the Expense of Employees
Companies that succumb to the current status quo by lowering their standards and expectations will have a negative impact on the business. Cutting expenses by starting with employee salaries, growth or benefits instead of finding more effective ways to cut costs will leave employees feeling disposable and undervalued, ultimately translating this behavior to the customer. – Kelley Swing, Head Case Hair Studio
Spinning Rather Than Addressing Negative Reviews
Many companies focus on spinning a lousy review, comment, piece of feedback or complaint rather than solving it, but this usually backfires, particularly when word travels fast on social media. Companies should set their egos aside, listen to their customers and rectify issues openly and as quickly as possible. – Magen Baker, Bell + Ivy
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Allowing Delayed Responses to Customer Inquiries
One bad practice is failing to respond promptly to customer inquiries and complaints. Delayed responses can frustrate customers, leading to dissatisfaction and damaging the company’s reputation. Quick, attentive service is crucial for maintaining customer loyalty and trust. – Stephen Nalley, Black Briar Advisors
Focusing on Short-Term Over Long-Term Gains
One bad practice is tripping over pennies on the way to dollars. It’s remarkable that some businesses still seek the easiest short-term solution when there’s a longer-term gain to be had. Whether it is accepting a return or exchange outside of the window, providing a refund or simply going above and beyond some other way, the lifetime relationship with a customer is often worth more than the short-term transaction. – Scott Curran, Beyond Advisers
Using Fully Automated Customer Self-Help Tools
Live chat capabilities are crucial for instant feedback. The harder it is to give feedback or get help, the less likely you are to hear about issues — and the more likely the customer will just stop using your services. Customer feedback is the best identifier of bugs and how to solve them. – Dustin Eide, CanPay
Taking an Unprofessional or Aggressive Approach
An unprofessional accounts receivable process can have horrible effects on customer relationships, not to mention cash flow. Most customers want to do the right thing and pay on time. Mistakes happen with invoicing and paying. Taking a highly aggressive tone instead of a proactive and constructive tone can have very negative consequences on a customer relationship. This is easily avoidable. – Brian Framson, Citrus America Inc.
Valuing Speed Over Quality
Focusing too much on how quickly they handle inquiries rather than providing accurate answers is one mistake some companies make. Prioritizing speed over quality can easily lead to unresolved issues and customer frustration. This approach undermines trust and satisfaction, as customers value correct and thorough solutions. Over time, this practice damages the company’s reputation and drives customers to competitors. – Matthew Miller, Orlando Informer
Hiring Agents Who Don’t Know Enough About Your Business
The number one bad practice is having a customer service team that cannot provide help. Please hire and train people to know the basics of your business. Please do not have them read from a script in response to questions. Have them answer the question that is asked. “I will get back to you with a response” is much better than diverting by answering with a response that does not apply. – Susan Johnston, New Media Film Festival®
