Customer Loyalty: 1. Don’t make them wait

Regardless of whether you are going to attend them before purchase or if it is an aftersale, the worst thing is waiting, queueing, and holding on to the phone, or an endless online checkout process.

There is a customer, with money, in need of a service/product. Make sure you attend fast and make it as easy for them as possible to check in and check out.

Let me tell you a few things that really piss me off. When I book a hotel room, everything has been done and yet at arrival, they spend another 30 minutes checking you in. For the same reason, I hate websites where I have to provide them with the size of my underwear and create an elaborate account before I checkout and pay. I hate these automated telephone services of press this and that and all the AI chatbots that ING bank has implemented in order to save costs (I am not far from leaving you guys, after 20 years).

What the f… is the point in typing all that info into the phone and then finally when you get through to a person, they ask you the same questions all over again :-( I feel like killing them for wasting my valuable time.

You might want to get as much detail as possible so you can sell more to them, but that’s not the time. Making them go through this process so you can ask that extra question about their gender and date of birth so…