bunnyman666 Posted April 27, 2017 Share Posted April 27, 2017 I have had a fair few bad exchanges with different businesses recently. I am writing this as a general piece and not targeted towards anyone, though I do have something ongoing with a small retailer that is almost boiling over. If the resolution is not satisfactory, then I am going to name names. Though precipitated by recent events, this is general unless I state specific examples. 1) State your shipping terms plainly in the checkout page of your website. This can lead to a lot of confusion and frustration with customers when this is not plainly stated. If you only ship on the following Monday, plainly state that on your checkout page. If there is a two day wait, make it plain in several conspicuous places on your website. And if you require a signature for deliveries, make it plain above the shipping address field that you require signatures. Many of us work during typical delivery times and can't sign for our packages. Driving to the nearest shipping hub can be very, very inconvenient. 2) Communication is key. Make certain your customers know what is going on. Even an out of office notification that states that you will return emails within 24 hours helps make certain your customers are not left hanging. But you had better follow up! 3) Keep your promises. I have the perfect, timely example for this: In the situation that is ongoing, I was promised all sorts of things that have yet to be delivered upon. I was told that I was going to get a refund plus two items for free for my inconvenience. That was Tuesday. It is now Thursday, and no confirmation on refund or anything. I had even said that the second item was not necessary, but never heard back (see item 2). Who knows when this clown is going to make good. At the moment, it seems that I am more likely to win the lottery than get what was promised to me. Word gets around when promises are broken, and it kills businesses every day. 4) Be upfront. This goes back to points one and two. If you are unable/unwilling to do something, state it in plain terms upfront; don't make the customer needle it out of you. Again- if it takes three days to process an order, put it on your website, on the checkout terms, and in the emailed receipt. It is not unreasonable to think that since Amazon ships the same day, your business should, too; unless you state plainly that it doesn't. Most of us are fine with a delay if we know it up front. 5) Solve problems QUICKLY This is where a small complaint can mushroom into a public relations nightmare. Look at Monster Goalie's reputation- simple problems and communications problems have led to people not trusting them. If there is a problem, it should be addressed within 24 hours. Warranty issues should be addressed within a day. Lack of tracking numbers should be addressed within a day. A customer should never be left wondering what happened to their stuff. A customer should not have the time between reporting their problem and having it solved to go on various forums and social media to broadcast their problems. Let's face it- customers are more likely to spew out their hearts about problems they are having with a company against shouting problem-free transactions from the mountain tops! In summary: It is not unreasonable to ask about the status of orders when no time frame was given up front. Make us aware that this is your side gig IF that is the case. But if we have problems, make SOLVING them your priority. If you spell out terms and details, you are more likely to keep potential problems at bay. Link to comment Share on other sites More sharing options...
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