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Wednesday, February 1, 2012

Wednesday's Online Business Mistake-Customers are Your Business

The week went pretty quick again, it is Wednesday again! Time for Wednesday's Online Business Mistake.  This week is not really my online business mistake but a mistake by a big business that I have encountered.  No matter what business you are in, your customers or clients are your business.  Think about it for a minute, you wouldn't have a business if you had no more customers or clients.

This is a slightly different post as this is not an online business, but a place that I used to go to often.  I have recently decided not to do business with them as they seem to not really care so much for their customers.  I am going to do my best to explain their business mistakes without giving away the business.  I promised when I started to do these posts that I would not share a company or person's name if I mention a mistake I see them make.

I started going to this business about 3 years ago, maybe a little longer.  They offer a reward system and everybody I know had gotten rewards in the beginning but I did not.  I asked them about it and they had no answer.  I did start to get rewards in time but all of a sudden they drastically reduced any rewards I had gotten along with many other people.  I tried to get ahold of them just to get answers and discuss with them why they were losing so much business, but they never returned any of my emails.  Trying to get service in there is a joke anymore, I have got shrugged off with "yeah somebody will be around."  Nobody ever came around.  I tried to contact them to let them know that I have spoke with many people who have told me the reason they do not go there anymore, still no answer.  They have much less business then their competitors.  Their competitors offer more rewards and also much better customer service.  Any problems, questions or customer needs are addressed very promptly at the competitors.  Guess what, the competitor has the most business as the company with bad customer service is losing their customers.

What should this teach us? Customers are the heart of your business.  You should always address concerns, needs, questions and comments promptly.  I would have continued to go to both places but now I will only go to the competitors business as they offer better rewards and have answered me every time I have contacted them.  Every time I was in the competitor's business, customer service was not a problem.  Had the company I talked about even picked up the phone to call or simply email me to acknowledge my contact with them, I could have had more respect for them as a business.

Always address your customer's concerns.  Make sure you offer great customer service and show them you appreciate them! You will have a bigger success, trust me.
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