By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training


Most business owners know that customers will walk, take their business elsewhere, if they’re not treated as they’d like to be; be it a phone call or in person visit. But how does a business owner find out what the customer really likes or dislikes? Surveys are often too late and, as well, often not all that dependable.

Here are only a few reasons why you lose customers and they don’t come back. The list is not about one store, but a compilation of many.

  1. Nobody greeted me when I walked into your store. No one said, “Hello,” no one asked if they could help me, and no one said goodbye when I walked out. Well, at least I wasn’t any trouble.
  1. Your sales staff looked tired. Yea, they did. When they yawned, they didn’t even cover their mouth. It looked as though they didn’t even want me in the place.
  1. I bought a lot of stuff. I couldn’t believe no one said, “Thank you.” No one told me to enjoy my purchase. I did get a luke warm, “Have a nice day.” But it was said to the floor and so routinely, it didn’t mean anything to me.
  1. When I phoned for some information, my call was treated as an annoyance; an interruption. I sensed very little desire to be of any real help. Know what I did then? I called a few more places until I found one who sounded as though they wanted my order.
  1. Whoever answered your phone never identified themselves. I happen to like to know who I’m speaking with and when I don’t, it breaks any trust I might think of giving your company.
  1. During the phone call, the voice of whoever answered sounded aggressive and challenging. I didn’t feel very welcomed.
  1. When I walked in, all your employees (the few that were there) were talking and laughing among themselves and ignored me until I asked a question.
  1. I saw no management around. Remember the old saying: “When the boss is away, the mice will play.” Guess what? They do!
  1. When I told your staff about my problem, which was important to me, no one sympathized with me. It was ‘business as usual’ for them.
  1. They looked angry. No one was smiling. Remember, sometimes it’s the things you ‘don’t do’ that makes me want to go elsewhere.

Yes, basic common sense things, but we also know that basic common sense isn’t too common.



Nancy Friedman

Nancy Friedman

Nancy Friedman, customer service keynote speaker, is founder and chairman of Telephone Doctor Customer Service Training and a featured speaker at franchise, association, and corporate meetings around the world. A popular TV guest, she appeared on Oprah, The Today Show, CNN, FOX News, Good Morning America and CBS This Morning, as well as hundreds of other radio, television and print outlets around the world, including the Wall Street Journal, and USA Today. The author of 9 books on her chosen topics, Nancy helps corporate America improve their communications with their customers & co-workers.