In a perfect world every customer would say yes on the spot, buy your booklet, and live happily ever after. Unfortunately, we don’t live in a perfect world. People hesitate. Often they hesitate because they need more information. Or, they buy but, later, regret their decision because the product didn’t meet their needs.
How To Lose Your Credibility
When things go wrong, and no matter what business you’re in they sometimes do, your customers need to be able to contact you. The single, most important thing you can do to build trust with your customers is to give them a way to contact you should they have a question or wish to make a return.
There is nothing more frustrating to a customer than not being able to get a simple question answered or find out how to return an unwanted product. And frustrated customers don’t buy from you again. It doesn’t matter who you are or how much credibility you have, you will lose credibility with a frustrated customer.
When Frustration Turns To Anger
Frustrated customers usually become angry customers, and angry customers will feel the need to blow off steam about your company and products to whoever is available. They might blow off steam to people they know, or they might do it online. Often they will do both. This damages your reputation as an honest business person, and the effects can be farther reaching than you might think.
Turning Hesitation Into A Sale
All of this is avoided when your customer knows that they can reach you. This is as simple as providing an email address – one that you actually monitor and will answer. You can also provide a phone number for your customers to call, but if you’re running your booklet publishing company from home and you’re a one man operation, an email address will be fine.
With an email address, your hesitant buyer will be able to ask you their questions. Now you have the opportunity to aleviate any fears that potential customer has, and turn that hesitation into a sale.
And your customers who decide that your product isn’t for them after all will not feel stuck with your product. Rather, they will be able to contact you in order to make a return. And if there is any other problem, such as the customer received the wrong item or extra items they didn’t order, they’ll be able to get in touch with you for an exchange or instructions on what to do.
Your customers need to know that you’re there for them and that you care. Giving them a way to contact you if a problem should arise will help them to trust you and feel comfortable doing business with you.
To your riches!
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