Top Customer Service Mistakes & How to Avoid Them
Customer service can make or break a business. If you’re making these common mistakes, you could be driving customers away without even realizing it. Whether you’re a hairstylist, coach, brand, or any other business owner, these are the top customer service no’s you need to avoid. Let’s dive in.
1. Ignoring Customer Questions
One of the biggest mistakes businesses make is being unapproachable when customers have questions. If customers can’t ask you basic questions before making a purchase or booking a service, that’s a red flag.
Many potential clients turn away simply because they feel unheard or dismissed. Even if a question feels repetitive or outside your usual FAQ, take a moment to respond. Answering questions builds trust, and some of your most loyal, high-paying customers may come from these simple interactions.
How to Fix It:
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Be patient and open to inquiries.
- Create a detailed FAQ section to address common questions.
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Train your team to respond with professionalism and warmth.
2. Not Accepting Criticism
No business is perfect, and customer feedback—both positive and negative—is inevitable. Some businesses take criticism too personally, viewing it as an attack rather than an opportunity for improvement. However, constructive feedback can help you refine your products and services.
For example, in my subscription box business, a customer found our products too “girly” for her taste. While our brand embraces a fun, lighthearted style, her feedback helped us balance our product selection while staying true to our identity.
How to Fix It:
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View criticism as a tool for growth, not as an attack.
- Identify patterns in customer complaints to see if adjustments are needed.
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Thank customers for their feedback, even if you don’t agree with it.
3. Poor Communication & Rude Messaging
Your tone matters. Whether it’s an email, a social media DM, or a customer service response, the way you communicate shapes how your brand is perceived. Many businesses make the mistake of responding too bluntly, which can come across as rude—even if it wasn’t intentional.
Your customer service team may use scripts, but it’s crucial to review them for friendliness and clarity. If customers feel dismissed or disrespected, they won’t return.
How to Fix It:
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Read messages out loud before sending them to ensure they sound polite.
- Use phrases like “Thank you for reaching out” and “We appreciate your feedback.”
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Train your team to handle responses with warmth and professionalism.
Bonus Tip: Don’t Bash Your Customers Online
It’s unprofessional to complain about customers publicly. Posting about difficult clients on social media—even without naming them—can damage your brand’s reputation. Your customers will notice, and it may drive away potential business.
How to Fix It:
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Keep negative customer interactions private.
- If you’re frustrated, vent to a trusted friend or mentor—not the internet.
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Always take the high road and maintain professionalism.
Customer service is about building relationships. By being approachable, open to feedback, and professional in communication, you can create a positive customer experience that leads to long-term loyalty.
Watch the video on this topic here:
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