Tips on Customer Service in Web 2.0

Allright,

So I can handle the basics- I dont sell shit products, and the only issues I've had have been related to time constraints. But I figured this would be a good decision to share what I DO know, and for others to share what they know as well. Im sure Im not the only "Service Inhibited" person around here.

1.If a product isnt what it claims to be, dont sell it. If you must, rebrand it so the title matches the content. Nothing pisses someone off more than not getting what they payed for.

2.If you get emails from customers asking questions, always try to respond. Even if its not the news they want to hear, most people react kindly if you tell them the honest truth. Better to admit defeat than lose a once-and possibly future- customer.

3.Draw a line somewhere, if you release any kind of info product you will be BOMBARDED by requests for mentorships etc. Mostly for free. I always respond to these guys that I can give them some pointers via email but thats the most Im willing to do, you cant afford to give up the huge amount of time that requires for free.

4.In reference to number three- I DO occasionally take on someone if they have a especially good motivation other than pure greed.
(For example Im now working with a kid from south korea who recently moved to the states and has no highschool degree. Sometimes investing your time in these people is really worth it. The kids brilliant, and works harder than I do half the time.) I say watch for the people who dont simply want MORE money because people in difficult situations not only need the money-There not so blind as to believe it does not require hard work.

5.Never be rude, even if a customer is a complete asshole. Either dont respond, or respond with a dry factual answer. (I make this mistake myself sometimes)



Well, lets try to do this on a 5 tips per person basis. This thread should prove to be a nice addition to BHW's knowledge base.

cashcorp,

That's cool. It's good to talk about these things.

Here is a tip I read somewhere on being bombarded for free mentoring. Write a newbie guide to Internet marketing with some quality info in it on the basics and set up a download page. It can be a total rehash of what everybody else does. In fact, it probably can't be any different.

When a request for free mentoring comes in, respond that because of time constraints you can't yada yada yada, but you can give them this free download, which should answer many of their questions. Then give the link.

If they are total newbies, they will be extremely grateful for the attention and softened up for list marketing sales offers. (That's the theory, at least. It sounds right to me.)

Thats a great idea stumickel, I've actually made a mental note to write up a few "basics to" guides to hand out for free. For example basic html, basic php, basic graphic design, basic bot usage, etc. Then when people have issues with one or the other (related to one of my other products.. for example some codes in my cookie stuffing book) I can point them to a faq. page with downloads to all of those guides.

Thanks for the tip! Now I have something to say in response other than, "I can sorta kinda help you a little but I dont have time to do anything intensive"

I've only sold one ebook in my tenure here, but I've helped other companies sell millions of dollars of a wide variety of products over the years. While those products are tangible and exist outside of the web, my impression is that the same principles apply.

As you stated, cashcorp, great customer service is absolutely KEY to any sales force. If you treat your ventures like an actual business and not just something you do on the side, your chances of becoming profitable are much higher. Creating a database of your customers can be extremely helpful in retaining the old and gaining the new. When someone contacts you via the internet, they often feel anonymous. By responding to them by their first name, referencing their previous purchases, and asking surface-level personal questions, your customers can gain a lot of trust in you.

Just like in real-life, trust is the key. Gaining it on the web is slightly more complicated, but not necessarily any harder. When you're in a brick-and-mortar store, it is often the face-to-face, right-eye-to-right-eye contact that makes easy sales palpable. Recreating a certain part of that experience, imho, is essential.

This is a great topic and I'm glad you started it cashcorp.