Promote Your CDS Doll Shop Online
Chapter Three - Good Customer Service
1. The customer is always right
Yes, that age-old saying holds true even today, that the customer is the most important facet of any business. Therefore, you never want to put yourself in the position of challenging a customer. The customer shoul be satisfied with the goods and the service your provide!
To ensure you make and keep your customers satisfied within the framework of an online shop, it is critically important that you outline all your Shop Policies clearly.
Each aspect of your Shop Policies should be clearly and thoroughly outlined. From Returns to Shipping, don't skip on the retoric now. And be sure to let your customer know who is responsible if an additional fee could be incurred for anything!!!
We cannot stand in front of the customer and impress them that we're not a snake oil salesman, so we must make it abundantly clear in any written word on our website. The other way we have of making ourselves heard concerning what our customers can expect is in how we word our product descriptions and the pictures we use. We should always describe the design details as well as the fabric. Outline any accessories that will also be included, if applicable. If the customer has no surprises when they are forced to pay a broker's fee, or when they unwrap their garment, they will be more inclined to be happy campers; happy campers who may also be inclined to return for additional purchases.
2. Make the customer feel special
Everybody likes feeling special. So, when you are asked a question by a customer, use it to make the customer feel just that way. Give him or her your exclusive attention, read carefully what they have written to avoid misconceptions. During that time don't let anything else interrupt you.
You may also wish to give them additional information about the garment you know to be true. For example, if they are asking how an outfit pictured on Ellowyne would fit a specific Tyler, why not send or make a photo for them. Sometimes a picture can be worth a thousand words. On the reverse side, if it won't accomodate their needs, be sure to say so. You may also want to go as far as suggesting an outift that might work. Some people like to be guided. If they don't, surely they can at least appreciate your effort.
3. Please the customer
Although this is often touted, it is seldom practiced by many! If you've done something wrong, do the extra bit to make sure the customer leaves pleased. For example, if your description has a flaw, then you'd definitely want to offer them a return, or at the very least a discount coupon for their next purchase. If they haven't purchased but are just inquiring, you'll want to give them (and the website) a new, revised description, and assure them the error wasn't made deliberately.
Assuming you're the only one handling your website, you will be the one controlling the content, and will quickly find out where problem areas could be/are. Your profit is on the line, so this should encourage you to work hard to get it right in the future!
4. Deliver more than what you promise
The difference in "promise less but deliver more" and "deliver more than you promise" is that of attitude. If you promise less, you may come across as playing a safe game. You may lose your customer to someone who promises more.
For example Promise less but deliver more: If your picture shows off your outfit less well than it looks, you will be delivering morre when it arrives. However, if your competitor has stellar pictures that show a garment just how well it looks, they may steal both your thunder and your customer.
But if you promise more and deliver even more, the customer is bound to come back to you! It is the gesture that counts. By giving more than whatever you may have promised, you can build a strong customer rapport, both inside as well as outside the store.
For example Promise more and deliver even more:
If you sell a high end garment and ship it with a hangar or a little bag for the accessories, this small token may really impress your customer, and they may even come back for more. You will have to decide what "more" you can afford, of course!
5. Appearances do matter
Although you may dismiss it as a superficial aspect of a superficial consumerist society, there is no escaping the fact, that the first impressions of your store is going to be the lasting impression! So make sure you make a good first impression. This includes a how you present yourself in your About Me page, a clean and easy to maneuver around site with working links, and a positive and happy ambiance which includes avoiding distracting music playing on your site, and complicated arrangement and/or presentation of goods.
One major factor customers have expressed a desire for is that EACH AND EVERY SHOP have a shopping cart. Most customers prefer to find their items, put them in their cart, and wait for their arrival. Anything above just letting them know when item shipping and a tracking number is more than many busy clients expect. You shouls have a Contact Form (preferred) or a way to email you if they have need to, so that is why a shopping cart is necessary on CDS. Otherwise, you are not making it easy to let your customers make spontaneous purchases!
6. Display merchandise attractively
A vital part of management is seeing to it that your merchandise is displayed properly; this means in an uncomplicated, easy-to-find and yet attractive manner. This means online that you need to have good pictures and a clear description. It also means when items are no longer available, they should be taken off your website immediately.
Also, appropriate sections are often made for merchandise, and the items should be placed in the correct sections. For example, if we're doing a particular theme of the month it is appropriate to put your item under that theme. However, if it doesn't sell during a promotion, that promotional theme (and its poster) should be removed from your website. The item should be put in its logical area then, also.
Where you store the actual merchandise should be in a dedicated area, also. You'll want to make sure merchandise looks crisp and new at all times. To ensure items not looking shop-worn, they should be removed from a model right after pictures are taken, re-pressed if necessary, and kept in a baggie until ready to be shipped out.
7. Items should be shown to advantage
Apart from displaying merchandise attractively, you should also make sure that the items are placed in such a way that they draw the customer's attention.
For example, if you sell more than one kind of clothing, you will want to make a category for each kind and keep it stocked appropriately.
You could also consider having an area for the newest item on your front page, and showcase it there under New Arrivals, and be sure to have the picture link directly to its sales page.
It also goes without saying you need an appropriate amount of inventory to be able to meet your sales goals. This is one area, however, you will have to guide yourself on, as each of us have distinct goals and a particular amount of time we have to give to the development of inventory. I can only state the obvious - a lack of inventory won't meet any sales goals!!
Yes, that age-old saying holds true even today, that the customer is the most important facet of any business. Therefore, you never want to put yourself in the position of challenging a customer. The customer shoul be satisfied with the goods and the service your provide!
To ensure you make and keep your customers satisfied within the framework of an online shop, it is critically important that you outline all your Shop Policies clearly.
Each aspect of your Shop Policies should be clearly and thoroughly outlined. From Returns to Shipping, don't skip on the retoric now. And be sure to let your customer know who is responsible if an additional fee could be incurred for anything!!!
We cannot stand in front of the customer and impress them that we're not a snake oil salesman, so we must make it abundantly clear in any written word on our website. The other way we have of making ourselves heard concerning what our customers can expect is in how we word our product descriptions and the pictures we use. We should always describe the design details as well as the fabric. Outline any accessories that will also be included, if applicable. If the customer has no surprises when they are forced to pay a broker's fee, or when they unwrap their garment, they will be more inclined to be happy campers; happy campers who may also be inclined to return for additional purchases.
2. Make the customer feel special
Everybody likes feeling special. So, when you are asked a question by a customer, use it to make the customer feel just that way. Give him or her your exclusive attention, read carefully what they have written to avoid misconceptions. During that time don't let anything else interrupt you.
You may also wish to give them additional information about the garment you know to be true. For example, if they are asking how an outfit pictured on Ellowyne would fit a specific Tyler, why not send or make a photo for them. Sometimes a picture can be worth a thousand words. On the reverse side, if it won't accomodate their needs, be sure to say so. You may also want to go as far as suggesting an outift that might work. Some people like to be guided. If they don't, surely they can at least appreciate your effort.
3. Please the customer
Although this is often touted, it is seldom practiced by many! If you've done something wrong, do the extra bit to make sure the customer leaves pleased. For example, if your description has a flaw, then you'd definitely want to offer them a return, or at the very least a discount coupon for their next purchase. If they haven't purchased but are just inquiring, you'll want to give them (and the website) a new, revised description, and assure them the error wasn't made deliberately.
Assuming you're the only one handling your website, you will be the one controlling the content, and will quickly find out where problem areas could be/are. Your profit is on the line, so this should encourage you to work hard to get it right in the future!
4. Deliver more than what you promise
The difference in "promise less but deliver more" and "deliver more than you promise" is that of attitude. If you promise less, you may come across as playing a safe game. You may lose your customer to someone who promises more.
For example Promise less but deliver more: If your picture shows off your outfit less well than it looks, you will be delivering morre when it arrives. However, if your competitor has stellar pictures that show a garment just how well it looks, they may steal both your thunder and your customer.
But if you promise more and deliver even more, the customer is bound to come back to you! It is the gesture that counts. By giving more than whatever you may have promised, you can build a strong customer rapport, both inside as well as outside the store.
For example Promise more and deliver even more:
If you sell a high end garment and ship it with a hangar or a little bag for the accessories, this small token may really impress your customer, and they may even come back for more. You will have to decide what "more" you can afford, of course!
5. Appearances do matter
Although you may dismiss it as a superficial aspect of a superficial consumerist society, there is no escaping the fact, that the first impressions of your store is going to be the lasting impression! So make sure you make a good first impression. This includes a how you present yourself in your About Me page, a clean and easy to maneuver around site with working links, and a positive and happy ambiance which includes avoiding distracting music playing on your site, and complicated arrangement and/or presentation of goods.
One major factor customers have expressed a desire for is that EACH AND EVERY SHOP have a shopping cart. Most customers prefer to find their items, put them in their cart, and wait for their arrival. Anything above just letting them know when item shipping and a tracking number is more than many busy clients expect. You shouls have a Contact Form (preferred) or a way to email you if they have need to, so that is why a shopping cart is necessary on CDS. Otherwise, you are not making it easy to let your customers make spontaneous purchases!
6. Display merchandise attractively
A vital part of management is seeing to it that your merchandise is displayed properly; this means in an uncomplicated, easy-to-find and yet attractive manner. This means online that you need to have good pictures and a clear description. It also means when items are no longer available, they should be taken off your website immediately.
Also, appropriate sections are often made for merchandise, and the items should be placed in the correct sections. For example, if we're doing a particular theme of the month it is appropriate to put your item under that theme. However, if it doesn't sell during a promotion, that promotional theme (and its poster) should be removed from your website. The item should be put in its logical area then, also.
Where you store the actual merchandise should be in a dedicated area, also. You'll want to make sure merchandise looks crisp and new at all times. To ensure items not looking shop-worn, they should be removed from a model right after pictures are taken, re-pressed if necessary, and kept in a baggie until ready to be shipped out.
7. Items should be shown to advantage
Apart from displaying merchandise attractively, you should also make sure that the items are placed in such a way that they draw the customer's attention.
For example, if you sell more than one kind of clothing, you will want to make a category for each kind and keep it stocked appropriately.
You could also consider having an area for the newest item on your front page, and showcase it there under New Arrivals, and be sure to have the picture link directly to its sales page.
It also goes without saying you need an appropriate amount of inventory to be able to meet your sales goals. This is one area, however, you will have to guide yourself on, as each of us have distinct goals and a particular amount of time we have to give to the development of inventory. I can only state the obvious - a lack of inventory won't meet any sales goals!!