If you have unhappy customers, then chances are, there’s something you’re not doing that you should be doing – or potentially something you’re doing that you shouldn’t be doing. It can be hard to figure out why your customers are unhappy, but paying close attention and tweaking your efforts can help. Read on to figure out why your customers could be unhappy:
- Your Product Is Great, Your Service Is Not
Maybe your product is great, well made and does what it says on the tin. However, if your service is lacking in some way, your customers could still end up peeved. If your delivery is slow, packaging wasteful, or you don’t stick to delivery promises, they could still end up leaving a less than glowing review. It’s not all about the product, but the overall service that they receive.
- Your Communication is Lacking
Perhaps your communication is lacking and your customers are experiencing inefficient interactions. This could mean slow responses, rude staff, or simply not having their questions answered clearly and concisely. Communication in business is crucial. Are you sending out emails so they know what to expect and when to expect it? Are you following up to make sure they are happy? Are you providing helpful, personalized support? Do your staff really listen? All of these things can make a huge difference to the happiness of your customers.
- Your Product is Shoddy
Maybe your service is fine, but your product is actually the problem. Where you have your product made can make a difference. If you’re doing all you can to keep production cheap, then your product may actually end up lacklustre. It’s always going to be worth working with a manufacturing team that can provide a quality product. This often means a fair wage, and having the product created in the country you operate it. Shipping products in from cheap factories overseas can mean workers who are not paid fairly, and even slavery. It’s also bad for the planet.
- You’ve Mislead Them Somehow
Maybe your product is misleading somehow. You need to make sure that what you say your product can and will do is accurate. Twisting the truth can actually get you into a lot of trouble. This is one of the main reasons customers submit bad reviews. If your product isn’t what you’ve made it out to be, then you will notice bad reviews piling up.
- Profit-oriented Business Rather Than Customer-Centric
Making money should not be the main focus of your business. This is why many people begin their businesses, but showing customers that they are the focus of your business operations is key. You should consider the customer in everything and ensure you are a customer-centric business, rather than a reactive business who only acts when there is a problem.
If you haven’t figured out why your customers are unhappy yet, you’ll need to do a deep dive to figure out what it is that’s going wrong. Try to learn from their reviews and comments and take action.