Article Share~10 Ways To Make Your Customers Feel Special

10 Ways to make your customers feel special!

Great article from Meylah

Remember Your Manners…..

I just want to say that whether you’re an eBay buyer or seller–or both;).  It’s a good idea to remember your manners when interacting with other eBayers.

If you’re frustrated with a situation, or having a bad day, sometimes it’s best not to respond to an email until the next day.  Give yourself some time to think it over and choose your words carefully.

Recently, I got an email from a buyer who was unhappy with a cashmere sweater (I don’t know who would be unhappy with cashmere, but she was.)  The buyer claimed that the sweater didn’t fit them like a large should.  She stated that her suggestion to me was to immediately refund her paypal account for her purchase and that she would return the sweater to me.

I emailed her back and apologized that she was unhappy with her item and mentioned that the sweater’s specific measurements are clearly stated in the listing and asked her if she had read them before purchasing the item.

She emailed back and said that when she measured the length across, she came up with 18″, and reminded me that she had the item in her possession “so it’s my measurements against yours.”

I emailed her back and let her know that if she would like to return the item, that’s fine, however we don’t process refunds for items until they are returned to us.

I haven’t heard from her since.

You know, it’s OK to have an issue.  It’s OK to let a seller know you’re not happy with an item, but seriously…..use your manners.  There’s no reason to demand an immediate refund in your first email with the seller or to say “it’s my measurements against yours”

Give people the benefit of the doubt, you get better results when you talk nicely to people.  If you can’t come to a reasonable solution with the seller, you can take action through eBay’s resolution center.  There’s never a reason to act ugly online.

Unhappy Customers

Your most unhappy customers are your greatest source of learning.

Bill Gates

Thinking About Customer Service

I’ve always been a stickler for customer service. I do not believe that the customer is always right, but I believe that businesses are obligated to provide decent service to their customers.

It makes no sense to me that businesses would treat their customers shabbily. Since I owned a brick and mortar business for several years, I know that it’s possible to do a good job with this.

I know business owners are busy. I know customers can be demanding. I know that there are always a zillion things to get done. I also know that without customers there is no revenue.

Last summer, my son and I went to a farm to purchase freshly picked strawberries. I called ahead to find out when they opened and we hopped in the car and set off.

When we arrived, the lady at the stand said she wasn’t ready to sell any berries. It was a half hour past their opening time. I mentioned that we had driven here from another town to buy the berries.

She shrugged her shoulders and said she had to count her cash drawer first and she wasn’t ready. I asked again just to be sure, “You won’t sell me any berries right now?”

She said, “No, I have to count my cash drawer.”

We left without berries and we never went back.

I run into things like this often. Businesses making it difficult to enjoy the shopping experience or making it impossible to purchase their items.

Stores that aren’t open at their stated hours. Stores that act like customers are a nuisance. It baffles me honestly.

Selling online is a little bit different. Customers probably won’t hear you arguing with someone–don’t you hate that when you go into a store and hear the clerk on the cell phone arguing with a friend?

Customers may not catch you with your cash drawer uncounted! But online selling creates all kinds of needs for customer service.

Consider your customers when selling online by–

1.Writing good descriptions with honest and accurate details. Use lots of photos and measurements when necessary.

2. Use ethical business practices.

3. Answer questions promptly.

4. Use professional language–this is so important since they can’t see your facial expressions or hear your tone of voice.

5. Ship items when you say you will.

6. Consider refunding large overages in shipping when you miscalculated.

7. Send a thank you note even if it’s just “Thank you” written on the envelope.

What other things can online business owners do to provide excellent customer service?

People

Dealing with people is probably the biggest problem you face, especially if you are in business.

Yes, and that is also true if you are a housewife, architect or engineer.

Dale Carnegie

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