In business today, experts have written a lot about the characteristics and qualities of successful entrepreneurs. Unfortunately these qualities do not often translate into customer satisfaction. There is no doubt that consumers are complex and difficult to understand, however small business owners need to minimize the rate of consumers' complaint. If consumers continue to complain about services provided by small businesses, it will be difficult to get loyal customers.
When an entrepreneur is operating in a large market, there is a tendency to disrespect some consumers. Sometimes it may not be deliberate; unfortunately consumers don’t wait for explanation before they react. In other cases, business owners take advantage of the fact that there is always a market for their businesses hence; they can afford to pay lip service to service quality and customer relationship management because they believe that there will always be customers. This type of attitude erodes consumer confidence in the long run.
Here is a list of things that entrepreneurs do that offend consumers up to the point of switching to competitors.
1. When trust is broken:
Customers do business on trust. They believe in the ability and expertise of the entrepreneur to provide the best advice as a basis for decision making. The entrepreneur serves as a bridge through which consumers meet their needs. Anything less, the consumers feel betrayed, angered and confidence is lost.
2. When you fail to meet their expectations:
Sometimes, in a bid to impress, small businesses can promise and fail to deliver. Customers hate to be disappointed, and are angry with businesses that consistently fail to meet their needs especially when you have made promises to them.
3. Giving customers an unsatisfactory response:
When you fail in meeting customers’ need, your response to their questions can dissolve any anger in them. It is bad to disappoint customers and at the same time fail to justify your actions. Customers can forgive you when they know that the situation was beyond you.
4. When you take customers for granted:
Business exists because of consumers. The consumer wants to feel important and needed. They don’t want to feel less important to others. They want to be respected, listened to and attended to promptly.
5. When you care about the money than customers’ welfare:
Satisfied customers are likely to come back. Aim to meet their needs, and they will happily give you the money. Consumers love businesses that gives them an unforgettable experiences, and in most cases, they will be willing to pay for such.
6. When there is no effort to catch up with competitors:
Customers don't like businesses that lag behind in innovation. No matter how much your customers love you and your product; they want you to meet their current needs. Consumers don’t like feeling inferior when they compare themselves with customers from your competitors.
7. Customers hate entrepreneurs that argue with them:
The customer is king, and no king wants to engage in an argument with his subjects. Argue with a customer even when they are wrong, and they will never come back to you except your services are essential. As an entrepreneur, you should be an expert in communication and conflict resolution. Be polite in resolving an issue with a customer.
8. Not enough experience:
While managing a small business that handles all forms of office documents, I had problems with my customers because I lacked experience in handling public documents. Although I had experience handling the internal documents of the company where I worked earlier, that experience was inadequate for managing public documents. I never knew until some customers became mad at me.
Customers can be great when they are happy. They help you build your business and will always recommend you to friends. However to keep that relationship always positive, you need to identify what makes them angry, and avoid such as much as possible.