* If you have not received any information about your order after making purchase, check to ensure that you provided your correct email address without typoes. Many systems are set up to send email information automatically when you make a purchase. If you used incorrect email address, this information will not reach you. Other delays in email delivery can be caused by an assortment of Internet glitches that are beyond control of merchant. Wait for a couple of hours before deciding there is a problem.

* Did you read system requirements on web site before making purchase? For example, if web site stipulated that product runs on Windows 98 and higher, then file truly won't work on your iMAC or on Windows 3.x. Or if web site says you must have Acrobat Reader installed, then, file really will not open on your system until you have downloaded and installed Acrobat Reader.

* If you are asking for a refund, did you send merchant receipt or other information confirming that you actually made purchase? After all, you couldn't walk into a store and demand a refund without proof of purchase. It's no different on Web.

* Is your message unnecessarily rude, crude and hostile? Keep in mind that person at other end is a human being and does not enjoy being recipient of abusive email any more than you do. You increase your chances of solving problem if you send a courteous email that explains problem adequately.

* And here is one last thought to keep in mind. B2B (business - to - business) transactions account for highest number of online sales. If you are reading this article, it is likely that you have a business Internet presence. Doesn't it make sense to give other merchant same benefit of doubt that you hope your customers will give you?

What can company do to turn their website around and present a positive impression?

*Spend some time researching their customers needs and re-focus their site around them. *Visibly apply their offline customer dedication online.

Its critical that their customers perceive some value from visiting their site. Otherwise why would they stay around long enough to even read about their products let alone buy them?

What if they arrived at web site again? This time text on site sounds more interesting and descriptive. The site doesnt look identical to brochure anymore. There's some real case study examples of how previous customers have benefitted and saved money by using companies products. How they transformed a cold roof space into a bright and warm usable room, or how they saved a fortune on their heating bill after some roof work was done by company, etc.

There's also a new quote tool that lets you put in your dimensions and get an immediate quote for work. There's also a button to get an expert to call you, a tool for seeing what any project work would look like when finished, a reminder tool which tells you when you are due for a roof inspection, ideas for improving your roof space, etc.

The list doesnt necessarily stop here. They can add as many features, tools and resources as customer wants. Starting with customers most important ones first. On new site company also state their dedication to customer - they make guarantees to respond quickly to any question or comment and help customer in any way they can at all times.

The customers experience is very different now. She will be happy with her visit and service and have a positive experience of company. She'll feel company is very attentive to her needs. Ultimately she'll buy more from company.

The companies end result is different now too. They'll have more happy and loyal customers and ultimately therefore more recommendations and sales.

Are you making same mistakes on your website? What can you do to improve your customers website experience?

Useful tips:

Respond to your users needs. Adopt a creative approach. Create some interest around your products. Make your customer dedication visible.

Good luck!