Why Your Hammocks Aren't Being Sent.....
We all know customer service is critical in any business. As is delivering as soon as you possibly can.Most people have a view of customers as grumpy, impatient people just waiting to complain.
In 99% of cases nothing could be further from the truth.
Customers faced Long Delays
Years ago, our eczema web site went crazy with thousands of sales each day. We quickly ran out of stock and our customers faced a long, long delay.
We kept those waiting customers - who had already ordered - fully informed with very frequent messages and they were, to a person, understanding, kind and cheerful.
We've just started doing some work on a hammocks web site. Our client Alicia didn't answer her emails as quickly as she usually does today.
Alicia's Had A Baby
I looked at her web site just now and saw this message:
I don't think any of her customers will complain about slow delivery over the next week or so.
Sure, your hammock might be important to you, but if you'd read Alicia's message you'll understand why she's taken a few days off!
Customer care is about conversation. It's about keeping in contact. It's about talking and understanding.
A simple message could be all it takes.
Cheers
Brendon
[ comments ]
A fellow blogger developed some software he was thinking of selling. Rather than sell on his own he partnered with a couple who were specialists in marketing. They did a lot of the formulaic 'product launch' things, making everyone wait until Christmas Eeve for the big roll out. Well, it didn't happen. I used to run projects too ... deadlines get missed and things happen.
But instead of explaining politely and setting a new due date the marketers blamed it all on their subcontractor, blamed it on the Christmas rush (hello, what holiday comes along with Christmas Eve?), etc. Sounded phony and mean and certainly caused me to lose interest in the product. If you have delays ... just share with people ... you'll be miles ahead.