People now expect alot more. Not only do people expect great customer service but they want bang for there dollar. Expectations are higher in more ways than one. The importance of under promise and over delivering has reached new levels and its not only confined to the bricks and mortar retail business but also to online business as well.
I learnt very quickly with my online store the importance of delivering what the customer wanted on time and exactly what they wanted. It is important more than ever now that you must continually comunicate with the customer advising them if products are different even slightly and if a product is on back order or arriving later than expected. I found that by continually keeping customers informed they are appreciative and will be accepting of any issues. The few times early on that people were not informed of similar products shipped out incorrectly because what they wanted was not in stock even though the product given was of greater value and quality they were extremely upset of not being informed. Simple communication was all that was needed. A quick email or phone call was all that would have been required. Like one gentlemen advised me, "It is not about the money and cost, I was willing to pay you more for the product sent but not being notified of the changes has disappointed me" He has turned out to be one of my regular online customers over the past 2 years. The lesson he taught me has never been forgotten.
Over time I have picked up things from wholesalers and customers alike. I love dealing with people. Peoples actions have always interested me. I learn new things in retail every day. They day I get sick of learning I will give it away. Thats something that I make sure I remember.
Something will always humble you
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