How to treat your e-commerce customers
While your Shopify ecommerce website can run itself in many ways, you shouldn't leave your customers to fend for themselves, either by using annoying bots or by leaving them on the FAQ page. Remember that your customers are individuals and have needs and concerns that need to be addressed in a kind and compassionate manner. Here are some things to keep in mind when dealing with your customers online:
1) Treat customers with respect
Some things are obvious, but you should always treat your customers with the respect they deserve. After all, they are the heart of your business. Treating your customers with respect requires a lot of listening, patience, and empathy. There may come a time when you have to deal with an unhappy customer, but just remember that all your customers want is to be heard. Make sure you listen calmly before offering solutions.
2) Answer the questions
Never leave your customers hanging. Your customers will have questions about your products and won't make a purchase until you've answered them. Responding to your customers' questions as quickly as possible will also help clear up any doubts and give them the confidence to finally make a purchase. If you don't answer their questions and silence their concerns, they'll 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 the positive feedback, negative feedback should be viewed as an opportunity to grow and evaluate what you could do differently.
Listening to customer feedback is a great way to avoid future mistakes and ensure long-term customer satisfaction. Always try to respond to customer comments, thank them, and address their complaints in a polite and courteous manner.
4) Follow up on after-sales
Your relationship with your customers doesn't end after they receive your product, so be sure to always thank them for their business. This lets them know that your online store appreciates them by adding a personal touch. It makes them feel special and cared for. Following up on sales with a thank you note shouldn't take too long, as you can use an email autoresponder to remind customers of sales and special offers.
5) Handle negativity calmly
No matter what you do and how effective you are in managing all aspects of your store, you will encounter complaints from an angry customer. This can be a disturbing and uncomfortable experience for anyone who receives negativity. But never let this negativity affect your need to respect your customers. Empathy and positivity go a long way in these types of situations. Remember to listen first, explain and apologize if necessary, and find a solution to the source of your customer's displeasure. Ultimately, all your customer wants is to be heard.
6) Set customer expectations
Let your customers know right away what you can and can't do for them. To avoid any issues, make sure you clear all these things by creating standards and policies for your store and placing them in an easy-to-find section of your online store.
Conclusion
As they say, the customer is king. Customers are the foundation of your success, so it's important to treat them with the respect they deserve during your interactions with them. You'll experience the ups and downs of running an e-commerce business, including unhappy customers and a few issues here and there. Just be sure to listen and treat your customers with kindness, and above all, set customer expectations by creating standards and policies for your store to protect the interests of your store and your customers.
