Start 2 Finish Marketing,
75 Harborne Road, Birmingham B15 3DH

+44 (0) 121 327 7771


13 things your customers don’t want to hear

13 things your customers don’t want to hear

  1. Excuses
  2. Problems
  3. How busy you are
  4. Our systems are down
  5. Bob is off sick and we’re really short staffed
  6. I can’t really help you with that
  7. I don’t know
  8. I can’t do that, I’m not authorised
  9. I can’t get that to you until
  10. As you’re not a gold customer you don’t qualify for instant support
  11. You need to do that via our website not over the phone
  12. It’s not my responsibility
  13. I don’t know when it will be delivered

What they would rather hear instead

  1. Apologies
  2. Solutions – how can I put things right?
  3. Sorry to keep you waiting
  4. I’ll take down the details and update the system later
  5. As Bob isn’t here, let me take the info and look into this for you
  6. Let me transfer you to the correct department
  7. I will find out the answer and get back to you within 2 hours
  8. I’ll speak to someone who can sort this out for you and call you when it is done
  9. This will be with you by next Monday
  10. I will look in to this and call you in the morning with an update.
  11. This is generally done via our website, but as you’re on the phone I’ll take care of it for you
  12. I will pass this on to the relevant person and make sure they contact you today
  13. I will find out when this will be delivered and let you know.

It’s is so easy to get it right and it costs virtually nothing, yet so many businesses and organisations  continue to offer a poor customer experience.

We’re not saying that we always get it spot on, but we like to think that when we do make a mistake we apologise, put things right and make sure the customer is happy with the solution.

So, no excuses, take a little time to check out your  customer experience.  Because the money you’ve invested in your flashy brochure, new website and targeted adverts could all be let down by the person answering the phone.

Interested in working with us?

If what you’ve read here has left you wanting to know more please give us a call for a chat. And, if you’re interested in meeting up to talk about your marketing more in depth and to get a feel for us and the way we work, let’s arrange a time to meet. We look forward to hearing from you and doing business with you.

contact start 2 finish marketing


If you want a results driven, straight talking agency.
One that combines business sense with creativity, then please give us a call on +44 (0)121 607 1908