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I know someone out there is thinking, “Hypocrite! I emailed you last year with one simple question: ‘How do I build a web site?’ and you never answered me!!”. Yes, I’m guilty on occasion of not paying as much attention to email as I should, but nonetheless, point is valid: answer your email quickly and you’re more likely to make a sale.
Email is litmus test for a lot of folks. If they can’t get an answer to a question when business is trying to woo them into a sale, what’s service going to be like once they’ve actually made purchase?
Question 4: What impression are you giving customers in your correspondence?
Since email is primary way many online businesses interact with customers on a one-to-one basis, we’ll discuss it.
Short, curt responses won’t cut it. It doesn’t have to be a novel, but make an effort to send a polite, personal, and professional-looking reply. The visitor should not be made to feel as though his or her question was an imposition.
Question 5: Do you live up to your word?
Simply put, do you do what you say you will?
If you have a “no questions asked, money-back guarantee”, honor it. If you promise delivery within 2 business days, do everything in your power to make it happen.
Most people are going to take you at your word (written or otherwise) - make sure you can deliver.
Question 6: C’mon...what do you say?
Thank you...thanks for your business...we’re grateful you selected us for this project. Whatever way you want to say it is fine, just SAY IT. Without your customers, you wouldn’t be in business; show them you appreciate them!
So, how did you score? Don’t get discouraged if you didn’t get an A+. This is one area in which it’s very easy to improve, and even small improvements in customer service can make a big difference in your bottom line.
Jennifer Johnson is the owner of Logo Design Zone. She can create a 100% unique, totally memorable logo for your business - for UNDER $200! Does your current logo make the grade? Take Logo Design Zone's free logo quiz and find out!