When you have a good-looking website and products that you know people want, the lack of customers visiting your site or your physical store can be incredibly disheartening. When this happens, it’s easy to blame the economy, the location of your store, or perhaps your lack of followers on social media for your dwindling customer numbers. But in reality, it could be you that’s the problem.
Frustratingly, many e-commerce sites and physical stores have no idea that they’re inadvertently putting off passing trade or customers who are looking to purchase a specific item. Understanding where you might be going wrong could help solve the mystery of why you’re struggling to attract new clients and retain the ones you already have.
Read on for some subtle ways your business is turning off your customers.
You don’t have a merchant service in place
Having a merchant services account in place will help your business streamline the entire payment process. Whether you’re based online, you’re on the go in a food truck or you’re a coffee shop on the high street, without a merchant service by your side you could be making things difficult for your customers. A merchant services account means you’ll be able to accept credit and debit cards and other forms of electronic payment such as Apple Pay in a variety of currencies.
This is the kind of convenience that your customers need – after all, the easier you are to shop with, the more likely they are to return. Having a merchant service in place will give your business the edge it needs to increase sales and manage its money better. Keeping those customers coming through the doors and clicking onto your site.
Your website needs updating
Whether you’re an e-commerce site, or you’re a physical business with a standard website, failing to keep your website updated can harm your trade. You may have the best products and the best customer service team in the world, but if your website is slow and sluggish, is difficult to navigate, has old content and isn’t optimised for mobile users, then you could be leaving prospective customers with a poor opinion on your business before they’ve even tried your products. Keeping your site up to date and managed properly will keep your business looking fresh and professional.
Your customer service leaves a lot to be desired
Whether you or your team are handling customers online, on the phone or in person, if clients are making a connection between your business and bad customer service then you’re not only putting them off, but also their friends, family, and co-workers, who’ll undoubtedly hear all about their poor experience. Improving your levels of customer service is something that can be done over time, however regular training for all employees who have customer-facing roles, and endeavouring to meet the expectations of your customers is a good place to start.
Final thoughts…
If you’re concerned about your dwindling customer numbers and sales, look inward, and consider if you might be unintentionally turning your customers away.
