Beginners Guide to eCommerce - 'Good Customers, Bad Customers'
by Palyn Peterson
It's bound to happen, a sale will go bad. Maybe the package is late, maybe the product is out of stock, maybe the customer is simply in a rotten mood. A lot of times there is nothing you can do to fix the situation. They want the world and you simply cannot provide that.
There is only one thing you can do, be the nicest person on earth.
Even if you get an email from a customer wondering where their package is and every other word is a swear word, maintain your composure. Sure, yell at the walls, cuss out your computer, hit a pillow, but never take anything out on the customer. The second you get rude with them, the problem will escalate into an all out battle and you will lose.
Do whatever is necessary to at least try to make them happy.
Reduce their shipping charge, or just make it free
Give them a few buck off their next order
Include in their order a small item as a token of appreciation
Always reply promptly.
Trust me, if you are the nicest person on earth, they will remember that for a long time; long enough to possibly order from you again. But if you are rude, they will remember that forever.
There are things you can do to keep bad sales to a minimum.
Use a courier that provides tracking numbers
Use receipt confirmation mail services.
Stay updated on your distributors stock. If they are out of stock, find out when they will get more.
Good customers are the best asset you have. If they like you enough, they will buy exclusively from you. And if you ever get a compliment from a customer, post it on your site! Potential customers will feel reassured reading them. | 