How To Lose A Customer In Less Than 60 Seconds
Customer Service in Zimbabwe is dead! Yes, I said it. I was ready to cancel my gym membership. My day starts at 4am and the first thing I do is exercise. Morning exercise has been shown to improve focus and mental abilities all day long.
Unfortunately, a handful of gym members plus myself had to wait for 15 minutes to get access to the gym. The gentleman responsible for unlocking the doors showed up late. Here’s the part that grated on my nerves. He simply waltzed past us, no greeting, no apology; silence! Unbelievable.
This 15 minute experience birthed this post. It appears I’m not the only Zimbabwean who’s shocked by the sort of customer service we receive daily. Below are some comments from people from all walks of life on their customer service experience. Is your business doing any of these things? Here are sure ways to lose customers in less than 60 seconds.
- Cashiers who scroll to see a customer’s balance on the swipe machine.
- Slow feedback on the information you’d have requested on social media especially after a business has advertised a product or service.
- There’s no one I know who likes being followed around a shop by plainclothes security! Most shop attendants do this. Maybe it’s in their job description? Whichever way it is, it makes one feel very uncomfortable.
- Winter was getting the best of me. I decided to go shopping for a winter coat. To my dismay I was body-shamed while I was trying to make a purchase, I left the shop and never went back!
- Waiters who ask for tips. If your service has been excellent I know the procedure and I will play my part. If you have to ask me for one you’ve automatically lost a customer.
- I waited 30 minutes without being served. (sound familiar)?
- I walked into a shop and I didn’t get a simple greeting. The attendant just stared at me waiting for me to state my business.
- A lukewarm greeting that was paired up with zero eye contact. She was busy scrolling through her phone.
- On a few occasions, I’ve dealt with a shop attendant who has started making suggestions on something I might like before I was done explaining myself.
- Body language almost always speaks more volumes that what you say. They’re shop attendants that will look you up and down while judging you when you ask for the price of a product. Automatically assuming that a customer can’t afford it leaves a bad taste in one’s mouth.
Am I going to continue going back to the gym? Honestly, yes. I paid in advance and there’s no way I’m going to let my money go down the drain. Will I tell management about this? Highly unlikely, I’m that customer that’s going to walk away and find a space where my time is respected and money is appreciated.
Speaking of being appreciated, Batsira Mobile App shines the spotlight on and only lists businesses who understand the importance of delivering excellent customer service.