Making Sure Your Company Can Absorb ‘Waste’ Customers

No company can operate assuming that every customer they encounter is going to equate to them making a sale. Some of them are just looking to establish the process or cost or both of the product they are interested in, others are just going to be looking for the sake of it. Either way, your company has to be prepared to cushion the blow of these customers.
This is most often done by simply slightly increasing the retail of the company’s products which should create enough of a margin that the company can then offer small, free samples. There are times however when this ‘wastage’ – for want of a better word – is not through the products that the company sells, but through their customer service.

This is not because employees waste their time on customers who are never going to bring them income, all customer have to be approached in the same way, but more through those customers who perhaps do not have an active social life and therefore use situations such as this for conversations. As patronising as this has the potential to sound, it is a fact of business that there are some people who demand this sort of attention and the company must be willing and able to absorb this.

Equipping your employees with the correct tools to handle customers such as this is the most important factor of this. There is a fine balance that must be established in order to keep the customer happy and fulfil their need for human interaction, while also allowing for your business to remain afloat.

Most often, this sort of customer can be found in coffee shops or similar. This is simply due to the length of time that customers are able to spend in the store – the whole point of the business is to keep customers busy in the shop, to make more purchases, but customers cannot be favoured. The object of customer service is to offer a standard level to all customers, if the employee favours a regular or one who simply behaves in a way that puts forces the employee to offer a higher level of service they run the risk of rejecting another customer. Which of course could and probably would lead to a loss of sale in one dimension or another.

Whether a customer is a drain on your company or not has to be evaluated over time but those people can be easily managed through confident and consistent customer service.

Contact one of the following should you wish to learn more about customer service: http://www.customerservicescontact.co.uk/sky-helpline/ or http://www.customerservicescontact.co.uk/vodafone-helpline/