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5 Golden Online/Offline Business Rules To LIVE Or DIE By
Whether online or off, if you plan on running or maintaining any type of credibility within your business, there are some guidelines that are safe to say any existing or potential customer expects if they are to do immediate or future business with you. As an online entrepreneur for over 3 years I have found that even though I don't have the pleasure of meeting face-to-face with my customers, ones perception of you and your business can be viewed as good or bad all depending on the way you handle questions or comments posted by people interested in your product. Here is a list of 5 MUST DO'S that any one customer will come to expect if they are to do business with you. (1) Be Prompt - although it may be an exhausting task to keep up with all the general inquiries or questions about any one product that your visitors have, be sure to respond as soon as possible because the more time it takes for your reply, the more likely a prospect will go elsewhere to do business. A great way to resolve many questions without having to physically type a letter each and every time is to provide a Frequently Asked Questions (FAQ) page for a potential prospect to view for quick reference. Sometimes a potential customer may ask questions just to make sure there is a live person ready to assist if there is a need to do so. (2) Be Polite - for the online business people, even though your not looking at the person who is requesting information, it is wise to act as if they are standing right in front of you. The way you word your messages can impact the way you make people feel. If someone was to send a letter stating that they really didn't like the product they purchased and would like a refund (and sometimes you can tell if they are upset), be sure to promptly honor that refund and just say your sorry that they were unhappy with the purchase. Being polite can lead to no hard feelings and even produce more sales from this person in the future because they are happy with the way you handled their problem. If sending a letter, it is good practice to start it with a "Hello" or "Greetings" followed by the customers name and end every letter with a "Thank You", "Sincerely", "Warm Wishes", or "Best Regards" followed by your name. (3) Be Helpful - the reason why you are being contacted by an actual or potential customer is because they probably desire something and you'll need to provide a solution for their problem. After answering a customer question, it never hurts to ask them if there is anything else you can assist them with. By doing this it shows you are there for them and that you really want them to be happy with the services you provide. (4) Be Sincere - when answering question people may have about your products or if your just sending a "thank you" letter, make it sound as if you really mean it (and you should). This will give people a sense of connection with you and will be less nervous to do business with you. (5) Be Honest - of all the golden rules presented to you within this article, this by far may be the most determining factor whether or not your business thrives or suffers a grueling demise. By being honest about the product or service you offer and what they can expect from such a service, you'll show people you're a straightforward businessperson and someone who really does care about helping others. This will lead your customers not only to feel comfortable dealing with you now, but most likely in the future also. The Bottom Line Is...... The way you treat your customers can be more satisfying to them than the actual item your selling. And remember, with all the competition and choices available these days, you now have the opportunity to stand out from the crowd. Dan Preston has been in the ebook business for over 3 years and has enjoyed every moment of it. His website "The Online Book Store" offers a variety of ebooks big enough to answer almost anyone's how-to questions. http://online-book-store.net
MORE RESOURCES: Customer Service - Google News Alaska Airlines bringing service to Philadelphia International - Philadelphia Inquirer
Mercedes-Benz & GM Appoint New Customer Service Execs - Auto Remarketing
Frustrated With Virtual Customer Service? Microsoft Tries to Help - Wall Street Journal (blog)
Bernthal, The Way It Oughta Be: Customer Service - KPLR 11
Alcatel-Lucent banks on customer service - Communications, Engineering & Design Magazine
Microsoft and 24/7 Inc. team up to build a better automated customer service ... - BetaNews
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