Ghosted – Effective Customer Service Skills?

WRITTEN October 30, 2024 Author: Rich Atkins

Have you ever reached out to a business that seemed professional and engaged, only to be left hanging without follow-up or response? You might have felt frustrated, ignored, and even a bit disrespected.

In the dating world, they call this ghosting — when one party in a relationship disappears without explanation. But in business, ghosting can be disastrous for your reputation, customer loyalty, and potential referrals.

Unfortunately, ghosting happens more than it should in customer service and project management, especially when there are complicated or frustrating problems For instance, a business might stop responding because they don’t have enough resources, lack the right skills, or want to avoid tough conversations. As a result, when a business “goes dark,” it can change a situation that could have been handled well into a bad experience. Ultimately, this can affect how the customer feels about the company and make them less likely to return in the future.

Ghosting in Business: A Real-Life Example

Consider this scenario: Our office hired a plumber to fix a heating problem by putting a radiator in the kitchen. At first, everything looked good; the new radiator seemed to solve the heating issue. However, a problem came up—the radiator started making a loud banging noise every time it heated up.

We reached out to the plumber to let them know about the noise, and they scheduled an appointment to check it out. In addition, they sent someone over several times. Although some problems were found and fixed, the banging noise did not go away. Eventually, since there was no solution in sight, the plumber stopped responding completely. As a result, our phone calls and messages were ignored, and they never came back to finish the job.

Could the issue with the radiator have been resolved? Perhaps. But we’ll never know, because they ghosted us. Without clear communication or follow-up, we were left with a problem that wasn’t solved—and a lot of frustration.

The Harmful Impact of Ghosting Customers

When businesses ghost customers, they are basically leaving their responsibilities behind and ending a professional relationship without any explanation. This behavior can have serious effects, including:

  • Loss of Trust: Customers rely on businesses to be dependable and available. When ghosted, they feel ignored and start to question if they made the right choice in hiring you.
  • Reputational Damage: Unhappy Customers are less likely to recommend your services. They might even leave bad reviews or talk about their negative experiences with others, hurting your reputation.
  • Missed Opportunities for Improvement: Every time you interact with a customer, you have a chance to learn and get better. Avoiding tough situations might help you avoid a hard conversation, but it also means missing out on helpful feedback and a way to improve.

Communication Is Key, Even with Bad News

For the plumber we hired, the best thing to do would have been to talk openly about the problem, even if there wasn’t an easy solution. They could have let us know if they couldn’t fully fix the radiator issue or suggested that we see an expert. Even if it meant extra costs, having the chance to solve the problem would have been better than being ignored and left without help.

Customers are generally more understanding than businesses assume, especially when faced with unexpected challenges. In fact, the honesty and transparency that come with admitting a problem can build trust rather than erode it. By addressing issues head-on, a business can foster goodwill, positive reviews, and even repeat business.

Being the Ghosted Customer

If you’re the customer who is being ignored, it’s normal to feel frustrated, especially if you’ve put time, effort, and money into a project that isn’t finished. But there are a few things you can do to resolve the situation.

Document all communications. Make sure to keep a record of your emails, messages, and any promises or actions the company made. This documentation can be very helpful if you need to take further action on the issue.

Reach out again. Sometimes, a business may have accidentally missed your message, so it’s fair to give them another chance. Try to follow up once or twice to see if you can get a response.

If follow-ups go unanswered, consider escalation. This means reaching out to higher-ups in the company, looking into consumer complaint channels, or even sharing your feedback on public review sites. Often, taking a more visible approach can encourage them to respond.

How to Never Ghost a Customer

To maintain strong relationships and a reputation for reliability, here are three steps every business should take to prevent ghosting a customer:

  1. Commit to Consistent Communication
    Regular updates go a long way, even if they’re brief. Whether via email, phone call, or messaging platform, commit to a communication schedule that keeps the customer in the loop, especially when a project hits unexpected snags. A quick message to say, “We’re working on it and will update you soon,” can make them feel acknowledged and valued.
  2. Be Honest When You Reach a Limit
    Not every problem can be easily solved, and that’s okay. If you’re unable to fulfill a request or if the situation is beyond your expertise, let them know. Be transparent about the limitations you’re facing, and consider recommending another service provider who might be able to help. Customers appreciate honesty and may even be grateful for the referral.
  3. Follow Up After the Resolution
    Even after a project concludes, follow up to ensure everything remains satisfactory. This gesture can help address any lingering concerns they may have and shows that you care about their long-term satisfaction. This small effort can be the difference between a customer who feels forgotten and one who feels valued.

Ghosting is more than just poor customer service—it’s a missed opportunity to build lasting, trust-based relationships. With open communication, honesty, and a commitment to following up, businesses can avoid ghosting and, instead, create a customer experience that leads to repeat business, referrals, and a strong reputation for reliability.

Image by nancy sticke from Pixabay 

This information is from our Customer Service curriculum. If you’re looking for ways to improve your communication skills, register for one of our public classes.


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