It’s time to prevent your bad habits – remove those bad habits which stand in your way – those bad habits which slow you or your business down. So create and complete your “not-to-do list” first. For example, in your personal life, watching television, snacking, and sleeping-in should all be reduced to a minimum. And for your business, there are customer service bad habits that’ll eventually cause you catastrophic failure.
If you have some personal bad habits, just stop doing them now. And if you’re an entrepreneur, remember that self-control is paramount. So to be your own boss, you must manage yourself properly. Now let’s look at how to prevent bad habits first.
Clear the way for your to-do list
The philosophy here is to prevent bad habits before you start adding good ones. Then, when you’re ready to create your “to-do list,” your bad habits won’t hinder your progress. And this is a good practice for everyone. But here I’ll focus on customer service related items for business. So stop smoking, and then read on.
List your bad habits
Take some time and write down a list of things which you should no longer be doing. And since customers are your most important asset, I’ll list 10 common bad customer service habits to put into your not-to-do list so you can prevent bad habits which affect your bottom line.
10 bad habits with your customer service
#1. New customer preferential treatment
Treating new customers better than your loyal, long-term customers makes my number one spot for your not-to-do list. We’re all tempted to exclude existing customers from our latest promotions to save money. But loyal customers have the highest value. So treat them like a new customer and their loyalty will grow strong.
#2. Breaking your word or late delivery
This touches on the honesty aspect of customer service. Customer loyalty starts with trust – customer confidence. So don’t stress out your customer by not delivering on time. Remember, every minute they wait causes that trust to diminish. So always surprise them by delivering more, not less. And show them you care by being early and prepared.
#3. Surprise expenses and hidden fees
Lack of transparency throughout all of your company’s processes, especially the billing process, causes diminished trust and loyalty and even customer loss. So practice the golden rule with this one. You know how surprise expenses feel, right? This is one of those bad habits which annoys your customers.
#4. Taking customers for granted
It may be human nature to become complacent over time. But don’t let that happen to you. So knowing that complacency CAN happen, put measures in place to prevent it. So keep your level of customer service high and ensure that it improves year after year. And keep it fresh, and treat all of your customers as if they mean the world to you. If you don’t, your world will collapse around you as your customers migrate to your competitors.
#5. Failing to go above and beyond
You should know, good customer service is EXPECTED by the public, especially from small businesses. To stand above and to stay ahead of your competition, go above and beyond your customer’s expectations. So come up with a plan for implementing customer service that will surprise and impress your customers. Maybe another one of those bad habits to prevent is laziness.
#6. Un-returned calls, emails, or IMs
Nobody likes to feel insignificant. Therefore, bad habits like this ensure that your customers feel as if they don’t matter to you at all. Being busy is a good thing, but put measures in place to answer your customers concerns quickly. They do matter, so get back to them right away!
#7. Lack of attentiveness
Have you ever been to a store, had a question, and was unable to get the attention of one of the workers? Then, after choosing your items, you go to pay for them and nobody’s there to help you? So don’t make your customers feel this way. Bad habits like that will cause them to never return!
#8. Mistakes made without apologies
First rule: Don’t make mistakes. They make you look bad to your customers. But of course, everybody makes mistakes. So it WILL happen at some point.
Believe it or not, a good recovery from a mistake will have more of a positive impact on a customer than the type of impact they receive from a fast, flawless transaction – as long as mistakes very rarely occur. So transparency, a humble attitude, a sincere apology, and a token of appreciation will not only make it right, it’ll cement customer loyalty. Also, it’ll provide word-of-mouth marketing from those customers as they go about their day.
Treat your customers the way you’d treat a prospective employer. The rule-of-thumb for job interviews is to show up 10 minutes early. So do this for your customers as well. Since tardiness is one of those bad habits which will ruin customer experience, be punctual at all times.
#10. Inconsistent cross-channel customer experience
Since customers usually deal with multiple points of contact with companies, consistency is very important. If a customer service agent tells them one thing, but then a billing person tells them another, they’ll certainly feel those negative emotions which hinder customer loyalty. Hence, this kind of experience can cause customers to look elsewhere, and then migrate to your competitors.
Your not-to-do list
Create a formal not-to-do list for both personal and professional bad habits. Since it’s easier to prevent bad habits versus breaking bad habits, according to Benjamin Franklin, use your “not-to-do” list daily. And treat it the same way as your to-do list. It’ll help you prevent bad habits all of the time.
Thank you for reading:
To do or not to do is the question-how to prevent bad habits
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