• Menu
  • Skip to right header navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer

PlanningShop

Plan. Start. Grow.

  • Our Products
  • Instructors
  • Entrepreneurs
  • BizGear
  • Rhonda’s Blog
  • Book Rhonda
  • About PlanningShop
  • Search
  • Our Products
  • Instructors
  • Entrepreneurs
  • BizGear
  • Rhonda’s Blog
  • Book Rhonda
  • About PlanningShop
  • Search
Smallbiz Customers

7 Reasons Your Customers Hate You

March 7, 2018 //  by Rhonda Abrams

Ever wonder why your small business customers keep breaking up with you? It’s not them; it’s you. Sure, you want to blame the competition down the street—it’s younger, sexier, or cooler. But more likely, you’ve done something to irritate your small business customers—you take them for granted, you never call anymore, you don’t do the little things you used to do, like tuck a little gift in their bag, offer free shipping, or remember their birthday. You’ve lost that loving feeling, and this is how they know:

1. You over-promise and under-deliver.

You say you’re going to call, but you never do. Customers, like lovers, are easily disappointed. Promise a customer you’ll have their deck done in two weeks at a cost of “around $5,000,” and then it takes 10 weeks and costs $10,000? Forget about ever getting a referral. More likely, you’ll get a bad review on Angie’s List or Yelp. Sure, you can sweet talk a customer into a sale by telling customers everything they want to hear, but that’s almost certain to lead to disappointment. Instead, under-promise and over-deliver. Your customers will fall in love.

2. You’re always right.

Just like the spouse who always insists he knows best, if you tell customers who have a justified complaint that it’s their fault or others who have a suggestion that “this is how we always do things,” don’t expect them to agree with you and keep coming back. They’re looking for a way out.

3. You don’t listen.

“Uh huh. Uh huh. Uh huh.” We all know when someone isn’t really paying attention. When talking to a customer, it’s tempting to immediately launch into a sales pitch or to be defensive, but by listening you build a better relationship with your customer and better meet your customer’s needs and desires. If a woman shopping for a car says she likes to drive fast, tell her about performance instead of cup holders. If a man asks about safety, focus on airbags and anti-lock brakes. Don’t assume to know what the customer needs and stick to your standard sales patter.

4. You don’t share critical information.

What time can I reach you? Where are you? Who are you with? Your nearest and dearest—and your prospects and customers—want to know. They’ll hate you—or just overlook you—if on your website and mobile search listings you don’t list your contact info, address of your physical location, phone number, email, hours of service, and what your business even does. Look at your company’s listings everywhere just like a stranger wanting to get to know you better. With enough info, you’ll be telling them “come on over, baby” instead of making them guess.

5. You’ve got trust issues.

Want to annoy a good customer? Treat them like they’re a bad one. When you hound a long-time good customer—who always pays on time—for payment up front or won’t work with them when they have problems, you show that the basis of your relationship is not trust. You may get paid faster this time, but by alienating your customers, there won’t be a next time.

6. You act hard to get.

When did you last contact your cable, cell phone, or Internet provider to ask about your bill, additional arbitrary charges, spotty service? How did that go? There are several reasons people hate these companies. One is they make it impossible for you to reach them when you have a problem. You don’t have a monopoly—you actually want your customers to reach you if they’ve got an issue. Step up your customer service game.

7. You trash talk on social media.

You talk about how great your business is, rather than how you can help your customers solve a problem. Or worse, your feed is filled with selfies. That might be okay if you’re showing off cosmetics, glasses, or face painting you offer, but for most small businesses, you have to provide something that will make potential customers want to follow you on Facebook, Instagram, Twitter, and so on. Ask yourself, what’s in it for them?


Copyright, Rhonda Abrams, 2018

This article originally ran in USA Today on March 7, 2018

Share this:

  • Twitter
  • Facebook
  • LinkedIn
  • Email

Category: Solution Center, USA TodayTag: breakup, customers, rhonda abrams, small business, small business tips, success

Previous Post: «What's in your Core What’s at your Core?
Next Post: Lin-Manuel Miranda Spills Secrets of Success Lin-Manuel Miranda»

Primary Sidebar

Subscribe to Rhonda's Blog via Email

Instagram @rhondaabrams

Sign up for my newsletter - get small business tip Sign up for my newsletter - get small business tips and the latest info. sent straight to your inbox! Link in profile~
.
.
#smallbusiness #newsletter #smallbizguru
What’s old is new again! How to stay in front of What’s old is new again! How to stay in front of your smallbiz customers, in my latest @usatoday column. Link in profile~
.
.
#smallbusiness #customer #digitalmarketing #smallbizguru
National Doughnut Day on Friday?? Great way to sta National Doughnut Day on Friday?? Great way to start the weekend!! Enjoy, and go find yourself some doughnuts 😋 🍩 
.
.
#smallbusiness #fridayfeeling #nationaldoughnutday
#smallbusiness #tuesdaythoughts #entrepreneur #ins #smallbusiness #tuesdaythoughts #entrepreneur #inspirationalquotes
“And I’m proud to be an American, where at lea “And I’m proud to be an American, where at least I know I’m free. And I won’t forget the men who died, who gave that right to me.” - Lee Greenwood -
.
.
#memorialday #neverforget
We're heading into a long weekend! Here's to some We're heading into a long weekend! Here's to some R&R, productivity . . . whatever your small business needs~
.
.
#smallbusiness #weekend #entrepreneur #fridayfeeling
Sign up for my newsletter - get small business tip Sign up for my newsletter - get small business tips and the latest info. sent straight to your inbox! Link in profile~
.
.
#smallbusiness #tips #entrepreneur #newsletter #smallbizguru
#smallbusiness #tuesdaythoughts #inspirationalquot #smallbusiness #tuesdaythoughts #inspirationalquotes
Here's to a great week, small business owners! . . Here's to a great week, small business owners!
.
.
#smallbusiness #smallbusinessowner #mondaymotivation
My Tweets
  • Sign up for my newsletter - get small business tip Sign up for my newsletter - get small business tips and the latest info. sent straight to your inbox! Link in profile~
.
.
#smallbusiness #newsletter #smallbizguru
    What’s old is new again! How to stay in front of What’s old is new again! How to stay in front of your smallbiz customers, in my latest @usatoday column. Link in profile~
.
.
#smallbusiness #customer #digitalmarketing #smallbizguru
    National Doughnut Day on Friday?? Great way to sta National Doughnut Day on Friday?? Great way to start the weekend!! Enjoy, and go find yourself some doughnuts 😋 🍩 
.
.
#smallbusiness #fridayfeeling #nationaldoughnutday
    #smallbusiness #tuesdaythoughts #entrepreneur #ins #smallbusiness #tuesdaythoughts #entrepreneur #inspirationalquotes
    “And I’m proud to be an American, where at lea “And I’m proud to be an American, where at least I know I’m free. And I won’t forget the men who died, who gave that right to me.” - Lee Greenwood -
.
.
#memorialday #neverforget
    We're heading into a long weekend! Here's to some We're heading into a long weekend! Here's to some R&R, productivity . . . whatever your small business needs~
.
.
#smallbusiness #weekend #entrepreneur #fridayfeeling
    Sign up for my newsletter - get small business tip Sign up for my newsletter - get small business tips and the latest info. sent straight to your inbox! Link in profile~
.
.
#smallbusiness #tips #entrepreneur #newsletter #smallbizguru
  • Footer

    Our Products
    Instructor Central

    Privacy Policy
    Contact Us

    • Email
    • Facebook
    • Instagram
    • LinkedIn
    • Twitter

    Copyright © 2023 PlanningShop · All Rights Reserved · Site design by paulinaart

    This website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. ACCEPT Read More
    Privacy & Cookies Policy

    Privacy Overview

    This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
    Necessary
    Always Enabled
    Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
    Non-necessary
    Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.
    SAVE & ACCEPT