Some people make the mistake of disregarding customer service when running an online business. The fact of the matter is that making money in any realm is dependent upon your ability to sustain very high customer service standards. People are more likely to continue a professional relationship with you when you treat them as real humans, and not just a chance to make a buck. Say you create your web page and sit back and wait for the money to come in, you may make a little money. The return business of your customers is what really earns you more money. It shouldn’t be hard to provide good customer service to your buyers. Customers can be given better service by implementing the following ideas.
When someone contacts you, make sure you answer as soon as possible. It’s best if you respond to them the same day, or the next day at the latest. And when we talk about responding, we mean a personalized response that comes straight from you. Don’t merely send out messages created on an autoresponder. A quick response to address comments, questions or even negative feedback shows your customers that you care enough about them to respond to them immediately. If you had a retail store, would you leave customers standing there while you did something else? It’s not likely!
Always pay attention to the feedback your customers give you. If it physically fits into your time constraints, responding personally to all emails that you are sent, including negative ones, will add another personal touch. Negative feedback will often end up being more useful than positive because it allows you to seem areas that need improvement. A personal e-mail that says “Thanks for taking the time to offer me feedback on my product” and talks about a specific point or two that they wrote to you about will go a long way to creating a buyer out of even the most skeptical site viewer. Because you are showing these customers that you actually see them as people and not just a sale, they will enjoy coming to you to buy from you time and time again.
When setting up your website, make sure you have a customer support system in place, so people can ask questions or make comments regarding the product they’ve purchased from you. Having no contact information will reduce the number of sales you make and the number of people who return to your site. Without any support or contact information, a site appears to be fly-by-night and not someone to trust. You want to provide as much personal service as your customers want. That’s why you have to provide some contact information. This does mean a little more effort on your part, but if it means more sales, isn’t it worth it? Providing a certain amount of personal service is necessary if you want more customers.
There is nothing complex about delivering good customer service. It shouldn’t take you much time at all to include these little touches in your customer service. As a matter of fact, if you will only take ten or fifteen minutes of each day to ensure that your customers are satisfied, you can become successful. Think of it this way, that extra time you spend on customer service could really rake in the sales for you. Since it is really very easy to offer high quality customer service, why is it that you have not yet improved your efforts in this field? It can only help you!
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