Offering Good Customer Service

Offering good customer service is extremely important in building a solid customer base in any business.  If your customers are happy, they will return for more. It seems really simple in concept, but some sellers have forgotten how to treat a customer, and instead focus on the money and product exchange exclusively.  But, setting and following a few simple guidelines can help you remember: YOUR CUSTOMER IS IMPORTANT. YOUR CUSTOMER IS A REAL PERSON, NOT JUST A DOLLAR SIGN. Without the trust of your customer, you are out of business.

• Remember, COMMUNICATION.                             
  

Do you remember when you walked into a store, and people smiled, and were friendly, and very helpful, and asked if YOU, as the customer, were pleased?   Neither do I.   Sadly, communication has fallen to the backburner with sellers and business owners, because they are either too busy, or just dont care what happens after the item is paid for.

Well, I say that communication is imperative to running a good business.  Contact your buyer, at least ONCE for each transaction. Whether it be to thank them for purchasing, answer a question, inform them that their item has been shipped, or to ask if they were pleased with their product..... talk to your buyer.  They WILL appreciate a personal touch.

• Remember, SERVICE.                                                                               

Recieving an item in a timely manor means the world to a customer.  No one wants to wait two weeks for a bottle of lotion or pair of socks or a simple gift in the mail.  Even if you have hundreds of packages to ship PER DAY, make sure you inform buyers of your shipping schedule either through email or right in your auction and then STICK TO IT.    If for some reason you are unable to stick to your mailing schedule one week, dont forget to write your customer and apologize BEFORE they complain that its taking too long.
If your customer is not happy with a product, remember to try and offer fair resolution.  Sometimes, your customer will be unwilling to resolve, BUT, at least you have offered a solution to the problem.  after that, the ball is in their court, to make it a good transaction.
including a small thank you note in your package is a nice personal touch.  Or a small sample or gift with purchase.  Something to let your customer know that they are really appreciated and you would like them to return.

• Remember, HONESTY.

If you mess up, just admit you messed up, apologize, and try and fix the mistake.  No one wants to hear some cock-n-bull story about how your dog ate it..... unless its TRUE. lol.   Be honest in your listings. It is better to sell an item listed in fair condition for a low price than to advertise it falsely and lose a potential return customer. Be honest with your shipping rates, and if you are charging for handling, make sure to include a detailed list of where all the charges are going. And then, ship as promised.  Dont charge for Priority shipping and then ship a cheaper method.  This definately will not inspire trust.

• Remember, GOOD PRODUCT

The best way to keep your customers happy is to offer a good product. Avoid selling anything that you yourself wouldnt use or buy if you needed it.
Selling a product you dont want because it doesnt work, or it turns your skin green, or smells bad..... probably means that your customer will be coming back complaining that it doesnt work, or turned their skin green, or stinks........   SO.... OFFER GOOD PRODUCTS, and list them accurately in your auctions.


All these things are really simple, and yet, every day, i see or read or hear a complaint about the customer service of a seller......  If all the sellers and business owners would do all these things, this would be a much better and safer place to shop, and we might just bring in more customers!