BillVannot.com

In this online world some people tend to concentrate to much on making money, their product, and/or working their business, and tend to forget the end result is NOT a sale, it’s a CUSTOMER – a living, breathing person. Every online business should be aiming to build a relationship with that person. It’s as important to build a good relationship with your customers online, just as if they were facing you over your counter – because in a way they are!

Hopefully you would not ignore a customer in your physical shop, so why do so online?

1. Be polite and respectful to everyone.

No matter the provocation, never be disrespectful, and always remain cool. Unlike face to face in a shop, online you can take a few extra minutes to decide on your course of action, so use it. Even online we are accountable, something done today could come back to haunt us tomorrow. Is it worth your reputation just to send that angry reply to an awkward customer?

2. Never "fight" with a customer

This really is the same as Tip 1, but deserves mention on its own. Even if the customer is wrong, there are ways of handling the situation tactfully, so that the customer does not leave feeling grieved. This does not mean always giving in to the customer, but negotiating an outcome you are both content with. If it means you lose a little on this deal, remember you are more likely to keep the customer and get more business from them in the future, which could well be worth many times more.

3. Give good Service at all times

To many businesses, both online and off, forget that giving good service at all times, builds customer loyalty like nothing else. Giving the best service possible at all times should be a prime objective.

4. Answer customer Communications as soon as possible

Overlong delays, or unanswered communications from customers are sure ways to increase demands for refunds, and disgruntle/lose customers. Try to have all emails answered within a few hours, and within 24 hours at the latest, either by yourself or someone else.

5. Make sure all customer problems are dealt with

This goes with tip 4 above, but worth mentioning. When answering customers’ communications make sure to deal with all matters raised. Not giving a complete answer can be as annoying as not answering at all. If everything cannot be answered immediately, at least say so and give a time frame for the answer to be provided – which must be adhered to. That way the customer knows their concerns are being taken seriously, and will appreciate your good service. Anything less just adds to customer dissatisfaction.

6. Make buying processes as easy as possible

Customers like the buying process to be as quick and easy as possible. Keep things simple, customers will lose interest and walk away if the process is long, slow or complex.

7. Customers ARE your business

To many businesses concentrate on making money, to the detrement of making customers. Whether a business is online or off, all business boils down to one thing, one person buying from another person. If you concentrate on attracting and keeping customers, the money is bound to follow.

Follow these seven important tips, and you will practice great customer service, keep adding loyal customers and ensure the prosperity of your business.

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