It’s a complex world out there, and people have various struggles to deal with from day to day. This means that sometimes, they’re really not interested in what your business has to offer. That being said, you can’t operate a business by being afraid to put yourself out there, so you do, and you market, and you promote.
Unfortunately, sometimes this can backfire a little. The chances of this happening are slim, but perhaps a customer complained about a promotion, is frustrated with a newsletter they signed up for (yes, this happens), or feels that because they misread a promotion, they’re upset you haven’t delivered as expected.
These are just a few examples, but they happen all the time, and they can have an effect on your customer relationships. If you’ve noticed an uptick in frustrated clients, it’s best not to assume they’re all in the wrong and look at what’s happening. In this post, we’ll discuss a few measures to get started:
Audit Your Marketing & Outreach
It’s not easy, but it’s wise to take a hard look at how you’re communicating with customers. Go through all your marketing materials with a critical eye, and read your promotions again to see if they’re as clear as you think they are, especially the fine print.
When that’s done, look at your social media posts to see if the tone is coming across correctly. A fair amount of frustration comes from misinterpreting a message, so making sure your wording is simple and direct can help squash that, especially if you’ve had two or more complaints. Perhap you’ll have caught something that’s been fuelling these feelings.
Look At Legal & Ethical Compliance
Now and again, frustration can come from a feeling of invasion or a breach of trust. When using new outreach technologies, it’s important to make sure everything is above board. For example, people often ask, is ringless voicemail legal? The legality of the service generally depends on your specific region and how you’re using it. It’s important to check all local and national regulations to make sure you’re compliant.
After all, using a communication method that a customer feels is invasive can quickly lead to anger and a feeling that their privacy has been violated, and you never want to go down that road.
Seek Out Direct Feedback
Sometimes, just them what’s wrong. It’s as simple as that. Giving customers an easy way to provide direct feedback is so important, because a short, simple survey after a service or a purchase can provide some deeply useful insights. Remember that even satisfied customers could have had a bit of confusion or a quibble with part of your sales pipeline.
As inspiration, you could set up a dedicated feedback email address or a simple form on your website for such feedback, because when a customer feels like their voice is heard and that their opinion matters, a lot of their irritation can be dealt with. Just be sure to reply and collate that info for further use.
With this advice, we believe you’ll become even better at avoiding frustrating your clients.
