Are you available to your customers? Can they reach you by phone? Can they expect a return call within a reasonable timeframe?
Or are you like companies such as Google, Facebook or Twitter who make it notoriously difficult to talk to a human being? (There’s a great article on those companies’ approaches here.)
Now if you’re big enough you might be able to get away with it. Or if you’re like Ryanair and you’re overtly marketing on price then you may get away with it. But most of us are not in a position to effectively say “Deal with it” to people that are trying to talk to us.
I was reminded of this recently when I tried calling my bank at the unearthly hour of 09:55. Nope. No way. They only open at 10:00. This was on a Tuesday or Wednesday. Unbelievable! And ironically this was a bank here in Ireland that is in majority state ownership. You’d think that might serve to focus their mind on providing a better service?
If you are unavailable to your customers, and if they have an alternative to consider buying from, the only thing that might stop them from dropping you like lead will be their own inertia. And do you want to be at the whim of your dissatisfied customers’ inertia?
If you feel you could do with some help in this area then get in touch.