Master these methods and you’re guaranteed to lose your best customers.  Since hiding exceptions to guarantees is a great way to lose customers, I’d better reveal my exceptions. To read the rest of this article from the New Mexico Business Weekly, see: Surefire ways to lose your most valued customers

No matter how hard they try, some organizations can’t or don’t lose their customers.

  • Some federal and state agencies, and some local utilities realize that they’re only game in town.  If you get good service it’s either luck or some individuals who really care – but good service is not critical for them to keep their customers.
  • Some customers won’t leave because they’re masochists, have very low expectations or feel helpless.

Seven techniques for losing your best customers. See the original article for details.

  1. Burn out your best employees; promote your worst.  Pay minimum wage for receptionists and telephone operators who are curt, defensive and passive-aggressive.
  2. Make buying very difficult.  Make perspective customers wade through five-to-ten steps of an answering system with no way to get to a live person.  Design a web site that takes forever to download and make purchasing require a complicated series of entries.
  3. Over charge and under deliver.  Apologize profusely for a mistake, promise it will never happen again and then do nothing to correct the problem.
  4. Become very important.  Start coasting.  Ignore your oldest and best customers – the easy sales.  Show up late for appointments.  Talk too much.  Don’t bother about product knowledge.
  5. Be creative about not following through. Don’t return phone calls or wait a very long time before returning them and then forget the customer’s name.  Rely on company policy to avoid product returns.
  6. Use offensive language when talking to customers.
  7. Insult your competitor's products.

Often, individuals need coaching and organizations need consulting to help them design and implement a plan that fits the situation.  To get the help you need, call Ben at 1-877-828-5543.