1. Ignore them when it’s obvious they need your help
2. “Sell” to them instead of talking to them
3. Don’t smile
4. Don’t take their feedback seriously - even if it’s a complaint
5. Forget about the customer after the first sale
6. Push them to buy something they don’t need
7. Don’t return their emails or phone calls
8. Make them feel inferior by talking down to them or making them feel stupid
9. Lie to them
10. Refuse to help them when they’re not satisfied with your product or service
11. Don’t follow-through on your promise or guarantee
Is there anything that you’d like to add to the list?
Maybe as addition to #7: Reply to their email with a computer-generated response, then actually attempt to answer their question with another computer-generated response. This actually happened to me with IKEA.
I emailed them through their website, asking about specifics about their return policy. I received what appeared to be a computer-generated email, apparently pulling the keywords "return policy" out of my message, and parroting the text that was already in place on their website.
Sorry. Just had to vent.
Posted by: Rob Wallis | June 1, 2007 1:57 PM | Permalink to Comment