Top 7 Customer Pet Peeves and How You Can Avoid Them

One out of three people are routinely disappointed by customer service interactions. Only 7% say their expectations are usually exceeded.1

Why does this matter? Customers are more likely to be loyal and will even pay a premium price to buy from a business with great customer service. They’re most likely to switch to another provider after being treated poorly.

1 http://about.americanexpress.com/news/docs/2012x/axp_2012gcsb_markets.pdf

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Here are seven common customer pet peeves—including some from our SUCCEED: Small Business community members—and how you can avoid them in your business. Double-check this list to make sure you are staying on your customers’ good side.

01.LyingNo one likes to be treated dishonestly—and your customers are no exception. Even fudging the facts unintentionally because you are in a hurry can come back to haunt you. Take time to anticipate what customers will ask and make sure everything you say is accurate.

02.Rude and Unhelpful Customer Service RepsA single interaction with an impatient and disrespectful representative can destroy a customer relationship. Here’s a real-world example that you can use to train your employees on how to make every customer interaction a positive experience:

For two years out of a 10-year career in customer service, I wrote down every time a customer thanked me for something specific. The top five words customers repeated in their thank you notes were help, patience, competence, niceness, and time.”Paula Kramer, ConsultantSmiles Spark Success, and SUCCEED Member

03. Slow Service and ShipmentsDo your service technicians have impaired punctuality? Does it seem like your products are shipped by pack mule? No wonder your customers feel frustrated.

To avoid unnecessary delays, systemize and automate your processes with appropriate

technology. Your business will be more organized and efficient. You’ll offer faster service

and be able to notify customers right away if there’s an unexpected delay.

04. Speakerphone Faux Pas

Unless your customer is expecting a conference call, he shouldn’t be on speaker. If you must use the speaker function, ask permission first. Otherwise, you can’t blame him for reacting poorly.

Whenever anyone puts me on speakerphone, I belt out a nice: ‘You’re listening to K E V—all Kevin, all the time. Go ahead, listener, you’re on the air!’ It usually leaves them speechless.” Kevin Hoult MBA, Business Advisor Services ManagerWestern Washington University’s SBDC, and SUCCEED Member

05. Reading the SlidesIf you’re putting on a presentation—whether on behalf of your clients or to your clients—don’t do this:

“My pet peeve is speakers who read the slides. I don’t mind so much that someone turns to refer to a slide as long as they don’t do it too often, but saying the exact same words for the whole dang thing bores me spitless.”

Shawn Greene, Prospecting and Sales Performance Expert, SUCCEED Member

To avoid using slides as a crutch, prepare your presentation without slides first.

06. Mumbling &Talking Too Fast

What’s the point of having an office phone number if customers can’t understand you?

“Don’t mumble! Please, please, PLEASE...just slow down your speech and let the person you’re greeting absorb what you’re saying when you answer the phone!”

Linda Feinholz, Business Breakthrough Expert, SUCCEED Member

06. Unintelligible Speechon the PhoneIf you find yourself speeding through a phone

greeting, edit it to be shorter. Take a deep breath before you answer the phone so you don’t accidentally sound rushed.

I hate it when they use the ‘B’ word, and no, not that one! BUSY. Never tell the client you are busy. It implies they are not important. You’re busy? OK, I’ll find someone who thinks my business is worth the time to ‘un-busy’ themselves to talk with me!” Shirley Dawson, Nursing Administrative Assistant Hampstead Hospital, and SUCCEED Member

07. Overly Busy Business Owners

Postpone a conversation more politely:

“I have one more commitment to fulfill today, but I want to take care of you ASAP. Can we meet at 4 p.m.?”

Engage a “mystery shopper” to give you feedback and a fresh perspective on what it’s really like to interact with your company.

Advice InspirationAction

You should spend as much energy on nurturing customer relationships as you do on making sure you have a good product.

“You’ll never have a product or price advantage again.They can be easily duplicated, but a strong customer service culture can’t be copied.” Jerry Fritz

In the end, it really is customer service that helps you make more happen.

Visit our SUCCEED: Small Business Network to share your suggestions for ways businesses can improve their customer service.

Share this SlideShare with a fellow small business owner.