Complaints, Complaints, Complaints!
Complaints, Complaints, Complaints!I've just had one of our clients ring up and complain (but in the nicest possible way).
We added a simple enquiry form to his web site a couple of days ago (rather than an use an email link) and notified visitors on the Home Page that it was there.
He's since been run off his feet with people asking for quotes (he manages a top quality resort with an average sale of about $1,000).
He rang to jokingly complain that they're too busy to even have lunch!
A Simple Change Might Be All That It Needs
A simple change might be all that your web site needs.
Here's a tip: if you visitor has to login or register to buy your sales will be up to 50% less than if they didn't have to!
Make no mistake about it - if your visitor has to register or login to buy (quite a few of the cheaper or free shopping carts ask for registration) from your site you are insane.
Is That It Then?
Nope, of course not.
Now we check the stats on the form page to see how many people who visit that page use that form.
And I'll bet that we can increase that % by 20% at least.
"How, Brendon you big gorgeous hunk of a man? "
Good question (and I like the way you asked it).
- We don't need the address or phone number as required fields (they are presently).
- And arrival and departure dates also don't need to be compulsory (they are at the moment).
- Same with guests and bedrooms
For example, what if someone is enquiring about whether the resort has beach access. They don't want to fill in all the other stuff.
So that potential guest wouldn't enquire and the resort wouldn't have the opportunity to establish a dialogue and then make an offer to the potential guest.
Which could mean the loss of a $1,000 sale, repeat business and referred business.
The less required fields you have on a form the more often people will use it. And that's what you want.
Hope that helps.
Cheers
Brendon
[ comments ]
If registration is to be avoided, does this mean all registration, or when customers go through to checkout, or do you mean just registration prior to adding an item to a cart?
Thanks.
Hope all is well with you and yours - good to hear from you.
Yes, it's all registration.
If the potential buyer feels they have to 'register' or 'join' they won't. And they'll leave.
If you do get them to register you only get the exact same details that you'd get in the checkout process anyway. So it's a non issue.
Make it as simple as possible.
Cheers
Brendon
What about saving the details for future use and so on? Look at Amazon's registration process. It's made just to look like you were buying the product, but the only difference is you need to enter a password. That's all the difference is between registering and not, yet it gives you far more flexibility for returning next time. It's all about how you present it.