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5. Answer emails quickly.
This may seem like a "No Brainer", but many web based business owners continue to lose site of fact that when someone contacts them with a questions…They, company are dealing with a "hot prospect". This is someone who has gone out of their way to send an email. This is someone who is already interested in program or product and only thing needed to close sale is a quick professional response.
On flip side, respond to complaints quickly. This is very important and I will relate a story as to why it is so important.
A little while back my organization purchased an LCD monitor wall mount from a small, home based company on line. The item arrived quickly as promised, but product was not as described on web site. The mount was cheaply made and would not hold 36" TV as stated. My purchasing agents tried for several days to contact them. After leaving several phone messages and emails, no one ever tried to contact us. Finally, after a week, I went to their web contact page, emailed them and stated that I was interested in purchasing one of their mounts but had some questions. I left my contact phone number and sent it off. In less than 20 minutes my phone rang. It was company responding to my email. I was totally surprised at quick response. I answered phone and started off conversation something like this. "Hi, I'm interested in some of your wall mounts, but first, I have a question on why no one from company was responding to return requests of my Purchasing Agent". I told person on phone name of agent and suddenly, line got quiet, and then I heard a click. She hung up on me. As you can imagine, I was pretty upset. It was obvious that person on other line knew what I was talking about. The next day I opened an investigation on an attempt to defraud US Government. You see, I was also a contracting officer for a government agency. Moral of this story is –
1. Respond to complaints immediately. 2. You never know who your customers are – Treat everyone with respect and courtesy. 3. Treat every customer, new and old like they are their best customer!
These tips are only a few of many ways to gain and keep loyal customers. Don't be afraid to try new ideas. Ask your customers what they want, and give it to them. And never forget that only way that you can remain in business is from happy, satisfied customers.
John Crisano is the webmaster of EBiz Hook Up. Your online Ezine, Co-Op business directory. His site also includes ideas, tips, tools, techniques and even online talent to assist you on how to market and operate your online business. Check out EBiz Hookup: http://www.ebizhookup.com