Number 6: Don’t use pushy sales talk. You’d be surprised at how many times I’m shopping on internet that I find people using old tactic “buy right this minute or you’ll never see this price again”. I know that’s now going to make me buy immediately, in fact, it will probably cost that company my business. I don’t like to feel “bullied” into buying anything. Now that’s not to say that you shouldn’t run a sale occasionally. But, if you do, list time period of sale for everyone to see. Just make sure you don’t tell every customer that visits that they must purchase now (today), because most customers will price shop and compare products before they purchase.

Number 7: List your guarantee. Everyone wants to feel that if a service or product they’ve purchased is not up to standards or expectations they thought, that company will take care of them. And because of that, you should always list a guarantee. It doesn’t have to be a lifetime warranty, but it should be a reasonable amount of time or a reasonable procedure to follow in order to return an item. And better yet, if you have type of service or product that you could allow a limited amount of time for a “test drive”, it will decrease apprehension some people have about doing business with someone they don’t know.

Number 8: Include your privacy policy. This is one of my big pet peeves. I want to know how my personal information or email is going to be used. I always read privacy policy before entering any of my information. If I feel like my privacy is not going to be protected, then I move on to next company. So make sure you list yours and make it easy to obtain.

Number 9: Include a terms and conditions. This is also a way to convey to your customers and potential customers how your company does business. This is place to list exactly how you do business and in what conditions you will offer a refund or replacement. You have to take into account that majority of your customers or not looking for something for nothing. Now I will admit there will always be a small percentage of your customers that will try to take advantage of you, but you’ll find most customers just want to be treated fair and know you’ll take care of them.

Number 10: Explain all steps in making purchase. After they’ve purchased, do you tell them what next step will be? Will they be able to download their purchase? If so, how long before they’ll know where to log in? Or, if you ship your product or service, when can they expect delivery? These are just a few of things you should let them know as soon as they purchase. Nothing can be more frustrating than to make a purchase and then have to call company a week later wondering where your order is. Make sure you explain each step and show them what great customer service you provide right from beginning.

That’s my favorite list of how I like to do business online and I hope these 10 key steps will help you as you develop your company online. Just remember, treat your customers with same great care you like offered to you and they’ll keep coming back for more.

Website Savvy: 10 Key Steps to Turn Your Customers ON! by – Carmen Wisenbaker, President of Penworth Publishing, http://www.penworth.com Carmen has been in publishing industry for more than 23 years. Because she has so many subjects that have to be researched, she spends a good deal of her time on internet. Many times when looking for products to purchase, she comes across many websites that tend to hinder sale. This article covers her favorite pet peeves about what to do and what not to do, in order to get your customer to purchase online. You may use this article in your newsletter as long as contact information is included and article is used “as is” with no alterations. © 2004 Carmen Wisenbaker.

When you patronize a supplier that takes a stand, you add you voice to theirs and use your Social Capital. Ask yourself: All things being equal, would you choose a supplier that supports your values, over one who takes no social position at all? Would you patronize a business because they believe what you believe? For many people, answer is a resounding ‘YES!’ If this is true for you, then ask your suppliers and potential suppliers if they have a social position. Ask them what they are passionate about. Better yet, contact charitable/political organizations you support, and ask them if they know of suppliers who support them. Then, vote with your dollars for those with whom you have a common affinity.

Endorse suppliers who endorse your beliefs. Spend your Social Capital where you spend your dollars. You just might help change world, and it won’t cost you anything extra.

Wm. Bruce Mouncey lives in Kansas City, Mo., and is both an independent agent for Mega Life & Health Insurance Co, and a representative of National Association of Self-Employed. He can be reached at (800) 476-1311, (816) 808-1565, through his web site at www.naseweb.com/williammouncey.htm or by e-mail at radarbruce@kc.rr.com.