Just like in love building, customer love building takes time and ongoing personalized attention to keep them happy and…loyal. Make sure you avoid these things.

2. Just like in love building, customer love
building takes time and ongoing personalized
attention to keep them happy and…loyal.
www.bright-living.net
‘HOW TO LOSE A CUSTOMER IN 10 DAYS’
REASONS THAT WE RECOMMEND EACH
COMPANY TO AVOID

3. This drives away your customers and ruins your reputation
through an unfavourable word of mouth.
It is better to only commit for what you can do best, deliver
it flawlessly and then keep on exceeding expectations.
www.bright-living.net
DAY 1:
You look like you have it under control, you
overpromise and fail to deliver

4. Testimonials and case studies are great ways to prove your
expertise and successful deliveries. Make sure yours are
authentic, well written and they match reality.
Your customers would love to pay your invoices with a smile
on their face 
www.bright-living.net
DAY 2:
You cannot prove your portfolio. Your company’s
online and offline realities are dramatically
different

5. Upselling is one thing, but trying to make your customers
captive so they will pay more than agreed is simply wrong.
It may work once if you left them no choice, but be sure
they will wait for the closest opportunity to leave and never
come back.
www.bright-living.net
DAY 3:
You have hidden costs that you only
communicate after closing the deal

6. A pleasant overall attitude based on honesty, openness, and
proactivity brings satisfaction to any relationship.
Don’t get condescending even if you’re so good at what you
do, because they have many and maybe more pleasant
other options.
www.bright-living.net
DAY 4:
You think they have no other choice but buying
from you, so you behave accordingly. You forget
that there is always competition

7. As people are sensitive to the experience they get along
their contractual journey, you need to make sure your
employees know how to handle sensitive situations or
feedbacks, additional requirements or how to just be
genuinely helpful.
www.bright-living.net
DAY 5:
You let inexperienced employees face the
customer

8. People feel when you care about improving your services
and increasing their satisfaction. This feeling builds up
through every interaction with your brand, be it through
people, products, services or online.
So listen, ask open questions and react to any type of
feedback with a smile and a set of improvement measures if
necessary.
www.bright-living.net
DAY 6:
You don’t truly listen, ask predictable questions
and forget about asking for feedback

9. If you committed to deliver at a certain date, the least you
could do is pick up the phone to offer a new deadline and a
good reason for the delay. Don’t ignore it as they would
never notice.
The same applies to timely replies to e-mails or messages
on social media. Customers need to feel that there is
someone there handling their needs.
www.bright-living.net
DAY 7:
You delay responses and deliveries or ignore
customer requests

10. In time, even the best relationships get rusty without
elements of surprise and delight. It could be anything from
proactive ideas, special conditions for the most loyal
customers, personalized messages or custom services.
It will never cross their mind to leave you and will turn into
brand ambassadors that will recommend you every time
they can.
www.bright-living.net
DAY 8:
You take your customers for granted and forget
about delighting them

11. We all avoid people who only call us when they need
something and use our friendship as a reason. The same
applies to customers when you develop only a ‘sell, sell, sell’
relationship.
Think about them as human beings not as nameless means
to grow your business. Otherwise, they will start avoiding
you and looking for more human companies.
www.bright-living.net
DAY 9:
You call or write only when you want to upsell

12. What would be in your opinion to add to our ‘how to lose a
customer in 10 days’ list?
Share your ideas with us so we can all benefit from them.
www.bright-living.net
DAY 10:
Share your own!

13. ABOUT BRIGHT
A State of Mind, an Attitude & a Way of Doing Business
Bright is a new generation branding and communication company that aims at
revealing the essence, the good and the unlimited potential within people and companies.
We help companies grow by building powerful brands, helping them communicate
effectively and offer more value faster through an intuitive and consistent user and
brand experience across channels.

14. Building bright stories.
www.bright-living.net
© 2017 Bright