Your Competition Is Lazy

Summary

• Your competition is often lazy and complacent.
• Many vendors think I'm an amazing customer even when I'm close to becoming a detractor.
• Some of your customers may pay for your service but still tell others not to buy it.
• I had a lazy pool guy who was inconsistent and didn't clean properly.
• Even though I kept paying, I warned others not to use him because switching was a hassle.
• As business owners, we might think we have a great business when, in reality, we have dissatisfied customers.

Video

How To Take Action

I would suggest implementing some straightforward strategies to ensure you're not just keeping customers but making them your advocates. Start by paying attention to customer feedback. Regularly ask for honest reviews and take them seriously. When someone points out issues, address them promptly to show you care about their experience. This doesn’t cost much but can make a huge difference.

A good way of doing this is to create a simple follow-up system. After every transaction or service, send a quick survey or an email asking how things went. This shows you're proactive and committed to improving. And guess what? It also gives you the chance to fix any issues before they become complaints that scare away potential customers.

Another high-value action is to ensure consistency in your services. Just like the lazy pool guy, inconsistency can turn loyal customers into detractors. Set clear standards and routines for your services. Create checklists and train your team to follow them every time. Consistency builds trust, and trust turns customers into repeat buyers and referrals.

Don’t overlook the importance of educating your customers. Provide simple guides, FAQs, or short tutorials related to your product or service. This helps them get the most out of what they purchase from you and reduces frustration, turning potential detractors into satisfied customers.

Lastly, keep tabs on your competitors. Their laziness is your opportunity. Look at the common complaints people have about them and strive to excel in those areas. Being better doesn’t always mean spending more; it often means caring more and paying attention to details that others overlook. This sets you apart and builds a loyal customer base.