If there is one thing I make sure I concentrate 100% on in my business, it's my customer service. Why? Because your customers are powerful!!
They have the ability to recommend your business to their friends, or tell them to steer clear!
A quick google search pulled up these stats:
Nearly 95% of shoppers read online reviews before making a purchase (Spiegel Research Center, 2017)
Displaying reviews can increase conversion rates by 270% (Spiegel Research Center, 2017)
So now do you understand why customer service is crucial?
Here are my top tips for amazing customer service, that will have your customers recommending you to everyone!
1) Underpromise, overdeliver: If you promise a 2 week lead time, and ship in 1 week. That is a lovely surprise for the customer!
2) Go above and beyond: Has your customer ordered multiple matching items but left one of them out from your range? Pop it in as a freebie to complete the set. Add in a little note for them, and watch the positive reviews flow in!
3) Answering messages: Answer them in work time only, and in a professional manner that befits your brand. Try not to use abbreviations (thx, u, cuz) or use terms like 'hun, babe, darling, etc' as these may be used frequently by you with your friends, but the customer may not understand or appreciate the language. Also, it goes without saying - don't swear!
4) Make it easy for the customer: This is so important! Make it easy for the customer to get in touch with you, place an order, see shipping prices, lead times, reviews, etc. Get someone else to go through your website, products, and terms and conditions/FAQs to make sure they make sense to them.
5) Little personal touches go a long way: Branded packaging is great, but not essential. I would rather have a nice business card to keep, than be charged for expensive branded vellum, or box.
I placed an order where the post and packaging were charged at £4 - it came in a large letter size box, and inside the printed vellum was my item. I threw away the vellum (it wasn't clear if I could recycle it, which was a shame) and kept the business card, as I was happy with the quality of the product.
So think about your packaging, and don't waste money where it's not needed! I would much have preferred to pay lower postage, but the item itself was underpriced, so I was happy to pay the little extra for the postage. If you are set on adding personal touches to your packaging, try handwriting a thank you card for the customer instead. They are much more likely to keep these for their next order.
6) Gift-wrap: If your items would make great gifts then take advantage, and offer a paid-for gift-wrapping service. Make sure you have a picture of what the gift wrap looks like (something gender-neutral is always a winner). Saving the customer time and shipping directly to the recipient is always a customer service win!
If you do all these and get positive reviews from your customers, then use them! Showcase them on your website and use them in your social media posts!
Don't forget to ASK the customer to leave a review in the first place - you can do this easily by adding a sticker to their order packaging.
Mine reads something like:
Thank you for your order!
If you love your order please leave us feedback on our Facebook page/website
If you want to dive deeper and make your customers so super happy that they review you and tell all their friends, then download this FREE printable workbook: