Thursday, September 5, 2013

10 Ways to Piss off your Customers

Customer service is something that many companies seem to have removed in their efforts to be more cost conscience. I’m not sure if it’s because the front line employees are treated so poorly that they don’t care if the company fails or if it’s because the company is truly about the bottom line only.  Either way it's not good because upset customers result in not only poorer sales but bad word of mouth. 
Image by Jon Watson

Here are my top 10 ways that companies alienate customers.
  1. No customer support available. User based forums are great but I need help now - not when the #1 fan gets back from his day job.
  2. Sneaky sign up practices which lead to spamming the customer.
  3. Partnering with other companies that allow #2 to happen on their website. 
  4. Survey pop ups that appear 30 seconds into site usage. How can I possibly know if your site was helpful when I didn’t even get to start looking for the item I needed?
  5. Poorly trained staff. This could be the manager who doesn’t know how to manage to the hourly employee who is simply rude.
  6. Unclear or confusing policies. If the sign says “returns accepted with receipt” then why aren’t you taking it back? I have the item and the receipt.
  7. Confusing or glitchy website. If I can’t find, I won’t buy it. 
  8. Confusing layouts. Again, if I can’t find it, I won’t buy it.
  9. Automated phone service. I can live with the first round of “Press 1” but when I get through 4 levels of this I just want to scream “Give me a person”. 
  10. Inconsistent hours.