While your Shopify ecommerce website can run itself in many respects, you should not leave your customers to fend for themselves or through the use of infuriating bots or leaving them at the FAQ page. Remember that your customers are people, and they have needs and concerns that need to be addressed in a kind and compassionate way. Here are some things you need to keep in mind while dealing with your online customers:
1. Treat Customers Respectfully
Some things go without saying, but you should always treat your customers with the respect that they deserve. They are after all the heart of your business. Treating your customers with respect entails a lot of listening, a lot of patience, and empathy. There might come a time when you will have to face a disgruntled customer, but just remember that all your customer wants is to be heard. Make sure to listen calmly before offering solutions.
2. Follow Up on Questions
Never leave your customers hanging. Your customers are going to have questions about your products and they will not make a purchase until you have given answers to their queries. Answering your customer’s questions ASAP will also help to remove any doubts and put their minds at ease to finally decide to make a purchase. If you don’t respond to their queries and put their concerns to rest, they will take their business elsewhere.
3. Take Customer Feedback Seriously
Customer feedback is very important to you and your online store. While you can bask in positive feedback, negative feedback should be taken as a chance for you to grow and to assess what you could be doing differently.
Listening to customer feedback is a great way to avoid mistakes in the future and to ensure the satisfaction of your customers in the long term. Try to always respond to customer comments, thank them, and address their complaints graciously and kindly.
4. Follow Up After Sales
Your relationship with your customers does not end after they have received your product, so always make sure to thank your customers for their business. This lets them know that your online store values them by adding a personal touch. It makes them feel special and cared for. Following up on sales with a thank you note should not be too time-consuming as you can make use of an email autoresponder to remind customers about sales and special offers.
5. Handle Negativity with Calm
No matter what you do and how effective you are in managing all aspects of your store, you will experience complaints from an upset or angry customer. This can be an alarming and uncomfortable experience for anyone on the receiving end of negativity.
But never let this negativity affect the necessity to respect your customers. Empathy and unwavering positivity go a long way in these types of situations. Remember to listen first, explain and apologize if you must, and find a solution to your customer’s source of displeasure. In the end, all your customer wants is to be listened to.
6. Set Customer Expectation
One of the most important factors in dealing with your online customers. Let your customers know right away what you can and cannot do for them. After all, you are an online business which leaves some things out of your control. To avoid any problems, make sure to clear all things by creating standards and policies for your store, and placing it in an easy-to-find section of your online store.
Back to You
As the saying goes, the customer is king. A business cannot place too much emphasis on the value and importance of its customers. They are the foundation of your success, so it’s important to treat them with the respect that they most certainly deserve during your interactions with them.
You will go through the ups and downs of running an ecommerce business, including disgruntled customers and running into a few problems here and there. Simply make sure to listen and treat your customers kindly, and most importantly, set customer expectations by creating standards and policies for your store, so that you protect the interests of your shop and its customers.
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