Customer Service Information


Customer Service Tips for Mail Order Businesses


Can we be too good to our customers? No way! Our customers are the backbone of our business! They're right no matter what!

But I'm sorry to disagree with you. As small, honest and legitimate businesses - we have a tendency to place our product quality above money. While this is the "right" way of building a strong, solid business; there are customers that will try to take advantage of you. You have to learn how to notice this possibility coming and "bow out gracefully" without losing the customer.

Remember that most newcomers to the world of mail order think that they are ordering from BIG companies just because we have a company name! They cannot conceive how poor and struggling a lot of us really are. They think we can absorb costs and because they are poor themselves, will often try and take advantage of people like us. (If they only knew the many times I have personally had to hold an order up for mailing because I couldn't affordto pay for the postageto mail it back, or the guy who bounced a $2 check and caused a close friend of mine to go "in the hole" $15 in bad check charges.)

But because we are honest people who place our product ABOVE money we sometimes let people walk all over us. In fact - a mail order buddy of mine (who distributes shareware computer disks) is normally so happy when she gets an order that she gives the customer almost 10 times more than what they pay for. She is so excited about keeping a customer that she goes overboard to make them happy.

Unfortunately, a lot of people will take advantage of this situation. They think, "Hey, if I can get this much for hardly nothing, I'll see how much more they'll give me. Look at all the "freebies" I could get and all the money I could save." They'll lose respect for you. However, this line of thinking is only short term. Sure, as a customer, you might get some more free stuff with the next order, but pretty soon the business owner will realize what's going on. Then you'll lose that business contact forever! I can still recall the people who ripped me off before and I would NEVER do business with them again! This is a sad situation!

As a dealer, you can learn to give your customers what they pay for.
Go that extra mile on special requests, but never over-extend yourself if it means lost profits to your business. This line of thinking will cause you to set yourself up to be taken advantage of and then you'll become resentful toward your customers; which is bad.

Another friend of mine was so stunned by landing an on-going, monthly publication that she promised the customer "the moon" without even having to do so. When she lived up to all her promises she ended up paying $215 out of her own pocket to publish each issue. Of course, she had to cancel her contract forever - which is "bad business."

In mail order we all have the ability to make ourselves look "richer" than we really are. We can work co-op deals with other people to barter and trade for things we don't have and could never pay for. Then, when orders are filled professionally, the customer suddenly thinks the mail order dealer has a lot of money to spread around and can afford to lose a few dollars on them.

If a customer does not send the correct amount for you to fill his or her order - simply write them a nice letter explaining that they did not enclose the proper amount. Send them an invoice showing the amount they still owe and bill them before filling the order.

If someone calls you up on the phone and talks a "good" sales pitch (with the intention of getting you to fill their order before they pay you)kindly explain that your company policy is to receive payment first since they are a new customer. No other explanation is necessary.

However, don't go overboard and get crazy. If a new customer forgets to enclose a stamp, go ahead and send them information. It's silly towaste another stamp yourself to tell them to send astamp. And not filling the order is also crazy. If the customer cared enough to write in the first place, you at least owe them a response. Besides, it might bring a big order. Don't get hung-up over a stamp!

Some dealers refuse to take personal checks because they are afraid they will bounce. Again - this is not good customer service since it's a lot of trouble to buy a money order when most people have checking accounts. This line of thinking will cost you lots of lost orders. However, you can hold the check for clearance before you fill the order if the amount is over $25. Use common sense and you'll make it!
stamp. And not filling the order is also crazy. If the customer cared enough to write in the first place, you should fill the order. Good customer service is the key to keeping your customers.

Copyright 2004 by DeAnna Spencer
This article may be reproduced and redistributed freely on the Internet as long as the resource box
remains intact.

$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
DeAnna is the publisher of the ezine, Prospecting and Presents.
Subscribers get one free ad per week.
Subscribe today by visiting http://www.pnewsletter.com
To thank the publishers/webmasters that use my article, I offer
one free solo ad. Simply fill out the contact form on my contact
page listing the url it was used on or sending me a copy of the
ezine it was used in. Once I confirm the location of the article,
then we can make arrangements for the solo ad.
$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
Note to publisher/webmaster: Feel free to remove the part about the solo
ad when you get ready to publish the article.


MORE RESOURCES:
This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news


Kennebec Journal & Morning Sentinel

Caron receives Mid-Maine Chamber customer service award
Kennebec Journal & Morning Sentinel
WATERVILLE — When a client walks in the door at Golden Pond Wealth Management, it's not just a one-time interaction for customer service associate Holly Caron. “It's a relationship over time, and that's different from maybe some other fields,” said ...



Motley Fool

What Jeff Bezos Wants You To Know About Amazon Prime, Customer Service, and Alexa
Motley Fool
This theme is in keeping with statements made last year, when he said "customers are always beautifully, wonderfully dissatisfied." This simple acknowledgement lies at the heart of Amazon's ongoing success. The company has always been relentlessly ...

and more »


New York Times

Beyond Starbucks: How Racism Shapes Customer Service
New York Times
On May 29, Starbucks will close 8,000 locations to administer racial bias training for 175,000 of its employees. The move is a response to national outrage over the arrests of two black patrons while they were simply waiting for a meeting to begin at a ...
What e-mails from hotels reveal about racial discriminationThe Straits Times
Starbucks to Close All U.S. Stores for Racial-Bias Education | Starbucks NewsroomStarbucks Newsroom

all 243 news articles »


Multichannel Merchant

Omnichannel Customer Service in Retail: From Miserable to Memorable
Multichannel Merchant
One doesn't need to engage in a formal project to assess retail customer experience. After all, we are all consumers and experience it on a frequent basis. Here's what I recently experienced when I was shopping for my household: Self-service experience ...



Forbes

10 Effective Ways To Transform Your Customer Service And Customer Experience
Forbes
Last week, I suggested quick wins that could improve your customer service and customer experience. Today, I'm going to challenge you to go deeper. Here are 10 truly transformational steps that I often suggest to my clients (as a customer service ...



Customer Service Representative
Built In Austin
HomeAway, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any ...



Forbes

The Death And Rebirth Of Customer Service And The Future Of Retail
Forbes
Artificial intelligence and automation has everyone scared for their jobs these days -- especially in retail. It's being used to predict demand, reduce inventory and automate decision making. Walmart is deploying robots to analyze shelving inventory ...

and more »


WEAU

DATCP CONSUMER ALERT: Watch out for fake AT&T customer service calls
WEAU
MADISON, Wis. (RELEASE FROM DATCP)-- The Wisconsin Department of Agriculture, Trade and Consumer Protection (DATCP) has received a number of recent contacts from Wisconsin consumers about a robocall imposter scam that claims to come from AT&T. The ...
Wisconsin AT&T customer service call scam - Wisconsin State FarmerWisconsin State Farmer

all 1 news articles »


The Western Star

Customer service is top priority for new Deer Lake business owners Kathy and Jerry Langdon
The Western Star
Faced with the stress of being out of work, Kathy Langdon decided to stick with what she knew best to earn a living. Kathy and Jerry Langdon opened up their new business — Western Furniture and Appliances at 85 North Main Street — in Deer Lake last ...

and more »


Forbes

12 Ways To Provide Optimal Customer Service As A Finance Professional
Forbes
One key way of separating yourself as a finance professional is by providing clients with the best customer experience possible. Understanding their needs, and then communicating what they need to know while respecting their time, can mean the ...
Long Agency employee named 'customer service agent of the year'The Livingston County News
Student Financial Services works to improve customer serviceColumbia Chronicle
Artificial intelligence is the next revolution in customer service - The ...The Globe and Mail
Midland Reporter-Telegram -Cleveland Jewish News -The Times Herald
all 24 news articles »

Google News

home | site map
© 2007