Business: Are Customers Being Failed?

There are companies all over the world that are failing their customers. The way in which customer service has evolved over the years has rapidly changed. Due to the customers being so much more demanding to businesses, the way in which a company is criticised has dramatically changed. However, sometimes it needs to be considered whether the customer is being too picky, or the business is being too unfair. Both will assume that the other is the problem, but who truly is to blame? Well, that’s what this article is going to discuss and explore. We want to find out why so many businesses are failing customers, and how it can be stopped.

Lack Of Communication

The lack of communication between the customer and the company is often what causes so much frustration, and often leads to the customer judging a business. There are a few reasons why this happens. The first is the lack of experience from the business side. Some newer or smaller businesses for example might not know what it takes to please a customer through the way in which they communicate. Another reason boils down to greed and money. A lot of companies are just so focused on getting the most out of their customer in terms of money, that they don’t have time to deal with their issues when things go wrong. All companies should have a strong customer support section in place that allows customers to alleviate their problems, and the business to build up a strong rapport with their customers. There are certain companies out there that are always in the limelight for the way in which they treat their customers. It’s usually clothing brands such as PLT and ASOS that suffer the worst, purely because they don’t have a strong customer service team in place.


Lack Of Professionalism

The last thing a business should lack is professionalism, yet that’s what so many seem to be doing. This is where profits dip, and a bad reputation is gained. The smallest of things can be done to try and improve this however, such as virtual office services that make it seem as though there is a manned office all the time, in multiple different countries. When in fact, there is most likely just one office, in one country, and only working set hours. A company also needs to try and be professional, even outside of business hours. As a business grows, so does the public knowledge to owners and staff. A business can so easily be damaged just by someone noticing an employee out drunk, or speeding or anything that could tarnish the company image.

Media Attention

The media is one of the main ways that a customer can track what a business is up to, and if it wasn’t for the media, a lot of wrongdoing wouldn’t have been exposed. As soon as something is put on social media, the whole world sees it. If a business wants to keep its customers, and keep them happy, social media should always be managed to make sure a good public image is being maintained.