15 Reasons Customers are Leaving your Store

Have you ever walked into a store and thought, “Yikes, I hope my showroom doesn’t look like this!”

Retailers sometimes get so caught up in day-to-day operations that they overlook stuff that is probably less relevant to their most loyal customers.

But you know who notices?

New shoppers. They’re not afraid to turn on their heels and walk right out. And they don’t return to explain themselves; they tell their friends why they left.

Here are 15 things that make customers cringe when they visit a store.

The Museum Syndrome
‘Don’t touch’ and ‘You break, you buy’ signs plastered all over the place. It’s just asking customers to keep their hands and wallets to themselves.
Cause: Fear of damage and loss. It often stems from not trusting customers because it happened once.
Fix: Remove these signs and train staff to engage with customers. If you have delicate items, display them safely rather than relying on intimidating signage.

The Ghost Town Effect
Inconsistent hours. Nothing says, “We don’t really want your business,” like showing up to a closed store when it’s supposed to be open.
Cause: Lack of structure and accountability in management.
Fix: Stick to posted hours. If you need to change them, update all online listings and create one clear, professional sign.

The Dust Bowl
Litter, dirty windows, cobwebs and dust bunnies the size of actual rabbits, leftover tape from holiday decorations or a faded, yellowed promotion hanging over a brand-new item.
Cause: Getting too comfortable with your surroundings and not seeing your store through fresh eyes.
Fix: Set up a daily cleaning schedule. Have staff take turns doing a ‘customer walk-through’ at the start of each day. Better yet, enter through your front door, not the back. You’ll see what customers experience.

The Hovering Helicopter
When a salesperson hovers or asks if help is needed the moment customers walk through the door. The first instance makes customers feel unwelcome, especially when with a child, and the second makes them feel uncomfortable.
Cause: Both come from a desire to be helpful but reflect poor training on customer engagement techniques.
Fix: Instruct staff to acknowledge customers with a greeting, then give them space. Teach employees to read body language when customers need assistance.

The Clone Wars
Small town retailers that carry the exact same lines.
Cause: Fear of missing out and lack of originality in product selection.
Fix: Focus on curating unique products that align with your store’s brand. Build relationships with suppliers who offer exclusivity agreements.

The Cardboard Jungle
Hastily handwritten notes taped everywhere. Nothing says, “We don’t care,” more than this. It also looks cheap.
Cause: Laziness or thinking that a quickly scribbled sign is better than nothing.
Fix: Invest in a printer that can print what you need on-site and create a template for professional-looking signs that matches your brand aesthetic.

The Invisibility Cloak
Employees who pay more attention to their phones than the shop in general or customers specifically. Staff may think no one notices but they’re wrong.
Cause: Lack of engagement.
Fix: Implement a clear policy on phone use and lead by example. Give staff designated break times for checking their phones.

The Money Hide-and-Seek Game
The inability to find someone to ring up a purchase, especially when it could be done on a tablet or phone. Nothing kills a sale faster than a customer who is ready to buy but no one’s around to take their payment.
Cause: Poor staff scheduling and lack of attention to the checkout area.
Fix: Always have someone assigned to man the checkout. Even putting a bell at the register is a start so customers don’t feel invisible.

Mood Lighting (or Lack Thereof)
Lighting that’s too dim or too harsh. The former makes a store look gloomy while the latter makes it feel like a hospital. With LED lighting, there’s no excuse for too few lights or those cheap fluorescent pigtails sticking out of track lights.
Cause: Overlooking the importance of proper lighting in creating ambiance and showcasing products.
Fix: Invest in quality, adjustable lighting. Move from just a bunch of ceiling lights to a mix of accent lighting fixtures to create a more intimate and welcoming atmosphere.

Gossip Central
Talking bad about other stores to customers.
Cause: Insecurity and a misguided attempt to make your business look better by comparison.
Fix: Foster a community-minded approach. Collaborate and celebrate other local businesses instead of bad-mouthing them.

The Bathroom Nightmare
A dirty bathroom.
Cause: Neglecting areas that aren’t directly related to sales.
Fix: Include bathroom checks in your regular cleaning schedule. Stock them well and fix any issues promptly.

The Political Soapbox
Unsolicited political opinions. This is divisive.
Cause: Lack of professional boundaries and training on appropriate workplace conversation.
Fix: Implement a policy on discussing sensitive topics at work. Train staff to steer conversations back to neutral ground and avoid joining in.

The ‘Not My Problem’ Attitude
Blaming external factors for your store’s issues. This is a sure-fire way to never improve, as a can’t-do attitude gets you nothing.
Cause: Fear of taking responsibility.
Fix: Adopt a proactive approach to problem-solving. Encourage staff to bring positive solutions, not just excuses.

The Clutter Explosion
Store supplies and cleaning items in plain view. Your stockroom isn’t an extension of your sales floor.
Cause: Lack of proper storage solutions, poor organization and inadequate training.
Fix: Invest in proper storage systems and implement a ‘return to original location’ policy. Emphasize that task completion includes proper cleanup. Remember: A job isn’t truly finished until everything is back in its place.

The Fee Frenzy
Charging a merchant fee on top of the sale. While processing fees are a reality, passing them on to customers can leave a sour taste. Nothing says petty like hidden fees made public.
Cause: Offset costs without raising prices.
Fix: Build processing fees into your pricing structure instead of adding it at checkout.

Bob Phibbs, known as the Retail Doctor, is a renowned expert in brick-and-mortar retail. As CEO, he provides international business strategy, customer service expertise, sales coaching and marketing mentorship. An author of three books and motivational speaker, Bob recently expanded his online retail sales training program, SalesRX. This on-demand platform has led 83 per cent of clients to achieve double-digit growth within six months.