why do customers not show up?

[keepsmiling]

i have had two new customers enquiry about my service and than tell me that they are going to drop off flyers to me and than they tell me the exact time and day and DONT SHOW UP. Have you ever experienced this?
Its so annoying and I find it very disrespectful.

[keepsmiling]

I have had two new customers contact me wanting to use my services and tell me via email that they would come past and drop off flyers but they both were no show. They ignored my emails and telephone text messages. They both told me via email what time they would be at my place and it all was confirmed. I mean I didnt recieve a phone call/or email requesting a postponement just NO SHOW.
I find this so rude but why do they do this in the first place????? I have customers that have shown up and have shown the respect if they are running like to call me to let me know how far away they are.

[KeepitSimpleIT]

May I offer some advice?

It is all about relationships and being connected.

If the relationship has ZERO emotion, ie contact via email, through your website, completely booked etc etc. Then to cancel means nothing to them for the relationship has ZERO meaning to them.

Find a way to engage your customers with your personality, your passion for what you do. Invite them to know something personal about you, like "hey I am just starting out and it is really hard isn't?" type comments will get them knowing you a little.

Whilst the above comment may not be something you will want to run with forever, let me say better to give something of you, than nothing.

Anyways, yes customers can be rude, people are like this. However, give your customers and personal touch in the communication from the start, might just help you along a bit.

Hope that helps?


Cheers,
Glenn

[mike@engagemarketing]

I think Glenn has it right there. We try to limit this kind of behavior by giving the customer tools to connect with us once they have made an enquiry.

So for every enquiry we receive we'll mail them a hand written note saying thank you, and also provide them with a brochure which lets them know about our company in a way that focuses on the emotional connection.

Cheers,
Mike

[BookkeepiingPro]

It is very frustrating isn't it.

What is with people? I have spent most of the past 7 years in recruitment and the number of people who just don't show up to interviews is a disgrace. And they know its the wrong thing to do, because on 100% of those occasions, when you call them to see where they are or if they had an accident - their phone is turned off - funny that.

[Jeremy]

There is a way to avoid them from not showing up - go to them! Offer the additional service of collecting the flyers from them. You may also be able to charge a little more for your time then as well...

This gives you the opportunity to build a personal relationship with your customer for future work. They have a face to the name of the person distributing their flyers. With a personal relationship, you may find getting paid is easier too. It's the human aspect of the business transaction.

It also gives you a chance to give them your business card, your own flyer or other marketing material in person. Word of mouth advertising is very important so if you leave a good impression on your customers mind, they may refer your details to another business which may result in extra work for you.

Hope this helps!

[King]

Jeremy - that's the best suggestion - of course they may not be there, but its a sad fact of life that people think that everything, even an obligation is disposable

[Benedict]

People are largely scum :lol:

Sad but many people you meet will behave poorly. It is silly because they are simply digging holes for themselves. Let them go.

I am about to publish an article on my blog (Friday) covering why follow up is often a really bad idea. You may get benefit from it.

:-)

[nobbo]

Could have something to do with the economic climate. Tradies have been doing this for years, but the supply/demand factor is always in their favour.

Only comment from me is that they are still "prospects" until they pay you money ... then they become fully fledged customers

[SheInspires]

People are human, some just don't realise manners make the world go round better so they don't follow through with what they say they'll do.

It does take a while for many of us to figure out a phone call or text to say they can't make it or they've changed their mind is better behaviour for ourselves and others.

When I was first starting out I took all offers for things seriously, I thought each would happen. Now I know that some things work out, some don't. It isn't a reflection on my personal spirit or character, it is just how things go.

So don't take it to heart, it's much easier letting it wash away so you don't end up with bitter attitudes that people are crap - they're not but you'll end up with more crap in your life if you think they are.

You can be realistic, positive and look for the best in people while accepting that there's different levels of maturity.