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I have three small internet businesses that I have been running for the last three years. When I began all the businesses, things were quite slow and customers rare but now, after following certain customer service techniques, all of my businesses have grown quite well. I began making a profit only three to four months after opening all my websites and that profit has continued into the present day. Some of the customer service techniques I used may seem to be ?common sense? but, looking at other internet businesses, it?s amazing how many still don?t follow them. If you own your own internet business, hopefully these few small tips will help you continue to grow your business and be more and more successful.
1. Answer Every E-Mail. The most important customer service technique any internet business can follow. When I?ve ordered from online businesses, it has amazed me how many of them don?t respond to e-mails. I respond to every e-mail from all my businesses and have many dedicated customers because of it. Think of it this way ? when you get an e-mail, even if it?s asking what you think is a stupid question, you are dealing with a potential customer. I had one customer who sent three e-mails asking some of the silliest questions I?d ever heard. But I responded to every one professionally and she eventually bought from me. Since then, she has been a loyal repeat customer, which she wouldn?t have been if I hadn?t answered her e-mails.
2. Respond Quickly to Questions. The internet is an immediate medium. What that often means is, if you don?t respond quickly to questions, your potential customer has moved on and bought from another website. I always check my e-mail five or six times a day, so I can guarantee an answer to any e-mail question about my website within three to four hours, unless I?m sleeping (and then it takes six hours!).
3. Mail Orders Quickly. When someone orders something from your website, mail it to them quickly. I mail things six days a week so my customers are guaranteed their item will be shipped within 24-48 hours. When someone orders something from an online business, they don?t want to wait a month before they get their order ? prompt shipping is essential for a successful internet business. Late shipping will guarantee they will never order from you again.
4. Package Product Well. I don?t know how many times I?ve ordered from online businesses only to get a product that is squashed, ripped or just unrecognizable as what I ordered. Package everything you ship well. It may take a little longer in the packing stages, but your customers will thank you when they get a beautifully wrapped package. They will also, more than likely, return to buy something from your website again.
5. Add Free Thank You Gifts. When a customer orders from me, I hand write a nice thank you note and I include a small free gift as a thank you. Sometimes it?s a small keychain, sometimes a little handmade book (they?re cheap in Thailand), a bookmark, or sometimes just candy. Whatever I add, my customers feel special and valued and more than 40% of them buy from me again. Whatever you send as a free gift, it doesn?t have to be expensive. Most of the items I add cost me less than 50 cents, yet that money is well spent when my customers come back to me again and again.
With these five simple customer service tips, you too can have a successful internet business. Online businesses are a lot of work but, if you run them correctly and are genuinely concerned that your customers have a good experience, your online business can only be successful. Remember, the only contact your customer has with you is through your website and through e-mail. This is why customer service for an internet business is even more important than in a bricks and mortar business.
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