Are you thinking about how you can improve your business for your customers? If so, then you need to think about their fears and how you should address them the right way. Customers and clients will always have fears when buying from a business. By addressing these head on you can take away a roadblock that could be stopping them buying from your company.
Security Trouble
The first issue that will certainly be worrying your customers is problems with security. You need to make sure that you are taking the right steps to protect their data and keep them safe. Don’t forget, if there is an issue with a security failure in your business it is going to impact your customers and this will always reflect poorly on your business brand and your reputation in general.
There are a few ways to guarantee that your business is secure. First, you might want to think about toughening up your physical security for your office or business address. You might assume that these days physical security threats are not going to be a problem. However, this is certainly wishful thinking. Someone could still break into your office to steal files.
Of course, your main focus should be securing your business online. There are basic ways to do this such as running your site with an SSL certificate. This is going to provide an additional layer to your security. You should also take the time to guarantee that every financial transaction through your business is handled the right way. Specifically, you need to guarantee that the information being transferred is encrypted.
You should ensure that you invest in training too. Compliance training will guarantee that your employees know exactly what steps they need to take to keep your business secure and help them to avoid errors that will leave your company vulnerable. Don’t forget, issues with data compliance could lead to a massive bill for your business.
Issues With Turnaround
Another fear for customers is that they won’t get the product or service that they have paid for. This is one of the common complaints that you will see on review message websites. One of the most recent examples of this is related to the playstation 5 where Amazon failed to deliver the consoles that they promised to customers. This was made worse by the fact that the consoles were out of stock so no replacements could be offered. In the case of Amazon, there were outlying variables that were beyond their control. It seems that the consoles were stolen or sold by delivery drivers. Regardless, reports like this will only add to the fears of customers that they won’t get a product they ordered when they buy from a company online.
You can address these fears by providing a tracking service. Offering tracking for delivery is no longer expensive or complicated and it can be completed using cloud technology. It’s also worth noting that a lot of outsourcing logistics services now provide tracking options for their clients. As such, there’s no need to worry about failing your customers here.
You also need to maintain an open dialogue with your customers and clients. It’s important that they feel as though they can reach out and get their questions answered. If they are worried about whether a package is going to be delivered, there should be someone at your business that they can speak to.
You can still outsource customer support but you do need to make sure that your customers feel as though they are dealing with someone that can resolve their issues. The best way to do this is to provide a style guide to ensure interactions with an outsourcing agent still feels like a communication with your company.
Poor Quality
If you are hoping to attract new clients, then you’re going to need to deal with the fact that they will be worried the quality just won’t be there when they use your service. There are a few ways to handle this. For instance, you might want to think about offering case studies and examples of the work that you have completed for previous clients on your site. The more evidence you can provide here, the less likely they will be to turn away from your business and leave the dreaded abandoned shopping cart behind.
You need to think about reviews for your company too. According to studies, more than 80% of customers will check out reviews for your business before they actually buy from your company. That’s understandable because they want reassurance that they are buying a product other people trust and use.
The first step is to actually get reviews and it’s important to understand that customers won’t always automatically leave them. A lot of the time, you have to ask for these reviews and it can be as simple as that. If you ask, a lot of customers will be more than happy to provide feedback.
Be aware that mixed reviews are better than having zero connected to your business. Zero reviews will mean that your business looks like it is untested or worse, hiding the negative comments.
Of course, you also need to know how to handle negative comments. If you leave a negative review to fester, then it can cause you to lose a lot of sales that you won’t even be aware of and that’s the last thing you want. To deal with this the right way, you need to think about ensuring that customers feel as though you are listening. Respond publicly to the negative comment and address their concerns without being aggressive or blaming them in any way. Remember, you’re not working to convince them to buy, you need to convince the next customer looking at the review.
We hope this helps you understand some of the common customer fears that do need to be addressed and handled in your business. If you take the right steps here, you can guarantee that your company is in a far stronger position and you’ll lose far fewer clients to the competition.
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