Reasons why your customer went elsewhere
You met or spoke on the phone, had a great chat, delivered your product or service and even got a great review. But then you see they’ve done the unthinkable…They’ve cheated on you with someone else!
There are many reasons your customer may have gone elsewhere, here I’ll go through some of the common reasons.
It’s not me, it’s you
Sometimes people will leave nice reviews even after a bad experience, because they just don’t like confrontation. But that doesn’t help you grow as a business. If they did go elsewhere perhaps just pop them a message along the lines of ‘I see you’ve gone to someone else, I’m looking to improve on my service and wondered if you could please provide some honest feedback on why you went to XYZ.’ If it’s because you came across too loud or abrupt and they didn’t like it, it’s helpful to know for next time.
They forgot about you
If you don’t regularly keep in touch with customers even when you aren’t working with them, it’s easy to forget, especially if your business is in a heavily saturated industry. Keep your customers up to date with subtle reminders in the form of a regular newsletter or even a personal email if you have time to just check in and ask how things are.
They didn’t know you did that
Another reason people go elsewhere for services you offer is because they didn’t know you could also help them. You must tell your customers what you do or what you sell otherwise they’ll go to someone else. Talk about it, post about it, market it!
You took too long
This one is super common. We live in an age of instant gratification with same day or next day deliveries - people expect an instant response, it’s not always practical however. There are things you can do to manage your response time better, so you don’t loose your customer. Auto replies are great if you know how to set them up, they can be a bit of a pain though. Another option is to divert your emails or calls to someone who can respond instantly or within a reasonable time frame. You can also capture your customers information into a CRM software (customer relationship management) and set yourself a reminder to follow up.
You didn’t meet their specific needs
This one is a matter of opinion and since you’re reading my blog – I’ll give you mine! If someone asks you to do something and you don’t know how to do it – be honest. People appreciate honesty more than they appreciate a bad piece of work.
Most of the above can be helped with the right support but if you’re a small business or doing it all yourself you may not have the support to lean on. Using a Virtual Assistant to keep on top of your message response, emails and CRM could be the difference between your customers staying with you or going elsewhere.
If you’d like to have a chat about how I can help book in here.