Though really not seeking it out, recently I have experienced a series of “tutorials” on how to lose customers. In these cases, as a customer, it was flabbergasting to be exposed to the approach taken by a variety of service folks. One, a medical “service” business, refused to make an appointment for an eye exam when the phone answerer there learned that my insurance provider had changed since my last visit. A separate, preliminary visit to provide insurance information (would not take it over the phone) was required before an appointment would be set. This made no sense on many levels and ended any customer relationship with that provider.
In another case, a service provider of long standing failed to respond to multiple requests for service and after the delay in obtaining service, failed to communicate with the customer when the situation changed and the customer had no knowledge of the changed circumstances or the service provider’s failure to address that fact. This caused great difficulty and unnecessary stress, expense, and problems for the customer. Needless to say, that has ended the customer-business relationship.
Then, there are those restaurants that deliver after you have ordered online or by phone. But when the food comes, some of the items are not the ones you ordered and of course, it is not apparent until after the delivery has been made and the person has left. If this happened once, one might be willing to try again but short of going in person to pick up your own order, the only real alternative is to pursue ordering from a different restaurant.
What do these have in common? A lack of customer service. You want to keep the customer, you should communicate with the customer, deliver what is promised and treat that person as someone you value in your business. Don’t practice that simple rule and you will lose customers.