Guest Author - Kim O´Shea
The easiest way to gain customers is to look after the ones you have. A repeat customer is worth his weight in gold. What is the key to holding onto your customers and making them want to come back?
Excellent customer care is the single most important thing when it comes to sales. If your customer knows he will get what he pays for, in a timely fashion, he will feel safe and secure in his dealing with you and will be more inclined to return.
No matter what happens, always keep the customer informed. If you can not post the item on the day you say you will, let him know. If the item gets damaged before you send it, let him know. Most customers will accept the problem and may even offer their own solution. By keeping him informed he will feel you can be trusted and trust is a great relationship builder.
Whenever you communicate with your customer ask him if he would like to be kept informed of your future auctions. This is a great way to pick up extra bidders. Newsletters are ideal, but you can send a simple email to your group letting them know what new items you are listing. Weekly or monthly mailings are usual. Do not bombard your potential bidders simply keep them informed.
Make sure you keep copies of all communications agreeing for you to send these mailings. This will prevent any misunderstandings or accusations of spamming.
Another great way to hold onto your customers is to go the extra mile. Add a little extra to your item when you send it even if it is only a simple hand written note thanking them for their purchase. Personal touches are always appreciated and will help you to stand out from the crowd.
Always follow up your sales with an email checking that the customer has received the item. Some customers do not get in touch to let you know that the item did not arrive or arrived late and the first time you hear about this is when they leave negative feedback.
If the item has not arrived it is up to you to find out what happened. Contact the carrier and send copies of all correspondence to the purchaser. If the buyer knows you are doing your best to sort out the problem they will be more likely to believe in you and despite the problems may decide to buy from you again.
Keep your customer happy and you will build a lasting and profitable relationship!
