An overwhelming number of people said: customer service.

It appears that many online businesses are not doing a particularly good job of replying to inquiries in a timely manner.

Questions about product, customer requests for help, constructive suggestions ... they all go unanswered. I'm not implying that every single email requires a response - but legitimate inquiries certainly deserve one. They give you opportunity to display your product's benefits and convert a visitor into a customer.

Making sales is always great ... but building long-term relationships with your customers is even better. Happy customers are much more likely refer others to you. It's free advertising at it's best! Wouldn't you be more inclined to purchase something recommended to you by someone you trust?

Customer service takes practice and experience. Here are a few tips to get you started ...

Let's face it, doing something like that is a real job fraught with all sorts of pitfalls and hazards.

Does it have to be that way? No it does not. There are some basic rules and procedures a person needs to know about if they are to make a success of any type business. Now here is a real problem. Where can a person find these rules and procedures, gain a clear understanding of them and how to apply them to best effect?

There are hundreds of online business and marketing gurus on web. Just take their word for it they are there. How do you know? Well, they tell you so and try to get you to sign-up with some rinky-dink program of their invention which will make you rich if only you will follow their advice and use their system. Don't be fooled my friend. The serious and ethical business building services on web do not work that way. A serious business helper invites you to describe your idea, product or service and then offers a consultation on a way or ways to go in building your business and market your products or services. They do this for free and also assure you, in writing if necessary, that information you are passing to them belongs to you and will advise you on steps to take to protect that information.

Before we go any further along this very long road, let's stop a minute, take a deep breath and think about some of things you need to build or improve your online business. First you had better come up with some hard cash or other dependable source of money to pay for those services you will need just to get started. What are these things? Well list below identifies some of them, ones we should call essential online business tools.

1. A modern, fast computer with a large hard drive capacity and sufficient memory to do job.

2. A fast and reliable Internet connection and a reliable ISP. For efficiency you should have a dedicated telephone line for your Internet connection.

3. A printer and probably a FAX. A scanner would not hurt.

4. Sufficient knowledge and skill to operate your computer and on Internet.

OK, you have these things. Now what? Well, next step is knowing what you may wish to accomplish. Build your dream. Motivate yourself to move ahead. We all want more money, all of us for whatever reason we may have. A new house. A new Car. Travel and vacations. The kid's education. Whatever your dream, solidify it in your mind and visualize it to extreme clarity. Know what you want. I cannot overstress importance of this.