Hello, Is Anybody There? Bad Customer Service Can Break Your Business

For the past few weeks, I’ve been on the hunt for an accountant. I’ve been doing my own taxes for several years, but the time commitment and knowledge needed had become too much for me to handle. So I did what most people do — I turned to Google. I found several accounting firms in the Des Moines area and contacted five with my questions and a request for pricing.

Expecting to hear back quickly from all five, I was floored to instead hear crickets. Only one of the five replied to my inquiry. I followed up…still nothing! I was disappointed to not be able to compare prices and companies, but my decision was made for me. I went with the business that responded promptly and answered my questions.

How did four different businesses so terribly mishandle a simple inquiry from a potential client? Were they too busy? Was there miscommunication on who would reply? Did they just not want my business? I’ll never know and I don’t care to.

But that’s the point. Each one of these companies had an opportunity to make an impression. To woo me. To cultivate a lasting business relationship. But they didn’t act and they lost a potential client because of it.

Twenty-five percent of customers will visit your website to help in their purchasing decisions. If your site is successful, they’ll contact you for more information or hire you. But if you don’t jump at the chance to help them, it’s all for naught.

Go check your website. Is your contact information easily found and up-to-date? Does your contact form actually work? Are you following up when a customer reaches out? I hope you answer yes to all three. If not, you’re leaving a bad impression on potential customers, and ultimately, hurting your bottom line.

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