Saturday , 25 November 2017
Customers want more and more peak/polite/over the top customer service but also want a good deal.

4 Tips For Stellar Customer Service That Will Increase Your Sales

 

Vintage Petite Wagon

Vintage Petite Wagon : from lovintagefinds

Legendary Customer Service is not Cheap

There is this funny little thing happening and I think it’s starting to weigh creative business owners down–great customer service for less. Customers want more and more peak/polite/over the top customer service but also want a good deal.

 Has this happened to you? 

Today I wanted to chat a little about how to let your value and purpose overshadow deal serving so that your service is a part of your killer brand making your products worth every penny.

Building in price is whole other topic in itself BUT you should know that if you decide to ride the fine line of price deducing, quality for less, or undercutting competitors it will swallow you up, burn you out, and make you sort of detest this awesome business of yours! It cost something of your time and investment to run your business–be proud of that and serve up not only great product but great customer service.

My 4 tips for stellar customer service that will increase your sales

Tip #1: Build a legendary customer service department

You are probably the only one that works for you business–right? Build a customer service department like you aren’t the only one! Customer’s criticism is not personal and yes they can act entitled but your job is to be there when they need you. Build in worst case scenarios, write scripts to handle them, and practice being in their shoes. Zappos made it’s millions because of their customer service department and it is still the star of their company.

Tip #2: Under promise and over deliver


Don’t make promises you know you can’t keep because you think that’s what your customer’s are looking for. If you create minimum expectation (I know, this is odd) it’s super easy to go above and beyond. For example, meet their base expectation of timely delivery, accurate descriptions, and quality packaging. But then keep them coming back by checking in after a couple weeks with a thank you card, or email them to ask how they liked their order. Remind them that they are important to you.

Tip #3: Revamp your return policy

Your return policy might be no if’s, and’s, or but’s about it, your product is final sale and that basically says take it or leave it. This is a major barrier to your customer’s experience of your product. You are telling them that you are not willing to risk anything, but you expect them to risk it all. Offer a great return/money back guarantee policy. The actual percentage of those who will take advantage of that offer is less then 1% but it will increase your sales by over 20%.

Tip #4: Commit to your customer’s experience

You don’t get to exist without them–commit to their experience and appreciate their business. Say it right in your policies, “I am committed to making sure my customer’s love buying from me” and let them connect to you. Be an open door and build in systems for timely responses and check-in’s. Don’t say, “I am booked and your order is now 2-3 weeks out, sorry” instead keep them lining up with, “Thank you for letting me be a part of your __________, orders are currently being processed within 2 weeks–if there is anything I can help with or answer in the meantime please let me know.” Don’t want to make time like that for your customers? Then I suggest not owning your own business.

Customer’s come first, and it’s amazing that when you tell them they do how much they will in turn drop the attitude and be willing to champion you on. 

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8 comments

  1. Great tips, Tim! Thank you!

  2. #3…….”no returns” or “I can’t be responsible for the package after it leaves my hands”. I would never buy from a seller who has such statements in their policies. And it’s not just the risk it transfers to the buyer, it’s the poor attitude. You just know if something goes wrong with the transaction you are in trouble before you hit “BUY”.

  3. Yep, it’s all about meeting and exceeding expections. I have return and deposit policies listed in my shop(s), but I adjust them as needed for the clients. I’m learning, though, that you can’t please all of the people all the time.

    1 client wasn’t happy with a custom order and emailed me. At first I emailed her I don’t usually refund all monies on a custom order, that I’d get back to her. So, the next day, I decided to do a full refund. Also, I got the order to her almost 6 days before the promised date.

    She replies that she’ll keep the order. And then, she rates my customer service as “fair” on a survey.

    I created what she asked me to, exceeded delivery dates and offered to refund in full. And, my service is only fair? Yep, still a little upset. Letting this go now.

  4. Repeat business is so important in any business and this is exactly the way to keep them coming back. I don’t think I would still be here without returning customers. Thanks for the reminders.

  5. I love the advice I read earlier here on handmadeology. Make it your goal to have such great customer service, that if something goes wrong, you respond so well that your customer will hope you screw up again.
    ‘If something goes wrong’ includes ANYTHING and EVERYTHING (maybe the post office delivers your package actually smashed like happened to me recently?) See it as an opportunity to turn things around from ‘I wouldn’t order from that company again’ to ‘Boy! I can’t believe how amazing that company is! I’m happy to send customers their way.’

  6. Absolutely excellent customer service especially in the handmade business is not negotiable. You are selling something that is so much part of you that if you are not offering great service along with it no one is going to bother with the product.

  7. One question about return policy… I’ve just had a customer ask to return an item they bought over 3 years ago – “but never used”. My policy states to be in touch within 3 days for returns and full refunds, etc., which might be a little restrictive but 3 years? Suggestions?

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