Internet Tip of the Week
by Bob Osgoodby
Common CourtesyHave you ever gone into a store and wasn't able to find anyone to
help you? If you walk into some your major discount chains, you
might see something that is of interest, but trying to get
information about the product however, is impossible sometimes.While you might save a few bucks by purchasing from these chains,
is it worth the risk to buy something that may not meet your
needs? If you are frustrated with their approach to doing
business, it can even be worse in the online arena.It seems that some entrepreneurs either don't know how, or
don't care if they are responsive to their customers needs. Well
folks, I got news. I'm the customer, and if you want me to buy
from you, you had better give me the courtesy and attention
needed to get my business.How many times have you sent an email to someone requesting more
information and never gotten a response? This is simply being
unresponsive. This would be like a salesperson in a "brick and
mortar" store walking away and ignoring you if asked a question.If you are going to succeed in an online business, you must be
responsive to your customers. A timely response to emails is
critical. Many people use auto-responders and send a reply
immediately. This is fine if the response that is sent answers
the question. But even if it doesn't, you have shown that you
are responsive with your immediate reply. You must however get
back to them in a reasonable time.While I like a waiting time of no more than 24 hours,
realistically it could be longer. If it will be longer, let them
know that with your auto-response. If you say it will be two
days, and get back with the answer sooner, all the better.But many times you can either eliminate the need to respond, or
reduce it significantly by trying to answer questions before they
are even asked. Your web site is the perfect place to do this.
People trying to make a decision to purchase from you want
information on what you are selling.This is one case where brevity is not the best approach. Your
ads should be brief, or they won't be read. Your web site
however is another story (no pun intended) - here is where you
want to give as complete information as possible.If you try to answer all the questions people might have up
front, two things happen. First, they are not going to send you
an email which takes up your time to answer. Second, and more
importantly, you are not giving them a chance to "cool off".
They are in the mood to buy now, and if they have to wait for a
few days to get the information they want, they may rethink their
decision and not buy.One of the best ways is to have a FAQ (Frequently Asked
Questions) page on your web site. Here you can list customer
questions you received in the past, and your answers. If someone
has a question, the odds are others will as well, but are just
not asking them - did I mention they are probably also not
buying.Do you have a guest book? If you capture nothing else, you
should try to get their email address and first name. If they
fill it out, have an auto-responder, which thanks them for their
note. Then, add them to your mailing list. This is one of the
surest ways to keep in contact with them. People will sometimes
buy months or even years later if you keep in touch.Many people, while they are interested in your product or
service, are simply not ready to buy. There are "tight" times of
the year when the finances of some are limited. Buying new
school outfits at the start of the school year; recovering from
an over generous holiday season; can all add to a cash shortage.
Above all, you should be patient.Like you want to be treated properly because it is your money you
are spending, and you are the customer, have the same concern for
your potential clients. It boils down to common courtesy, and if
you want my business, remember - I'm the Customer.-----
Bob has been publishing online since 1996. All the “tricks of the trade” are contained in his latest E-book. Learn how to avoid being shut down by your ISP for Spamming, and where to find “E-mail friendly ISP's. Learn which software packages are available to easily manage and distribute your email. For more information - http://www.adv-marketing.com/business/handbook.htm
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