Paying Attention to Details
It doesn’t cost anything to pay attention. So why do we often miss the simplest details? I recently sent my husband a tropical dish garden to celebrate our one-year wedding anniversary. After surfing the net, I found a florist located within minutes of his office and placed my order. To my husband’s surprise, the dish garden arrived dressed up with a bright yellow ribbon and a handwritten note - with my name incorrectly spelt. Whoever was responsible for transcribing my online message obviously didn’t spend a few extra seconds to double check the details.
Paying attention to detail is a major component of customer service, and giving your customers a positive experience is vital to the success of your business. With online shopping booming, your customer service skills and practices now need to be tweaked to service your e-shoppers.
Your online visitors want to find quality products and service on a website that is easily navigated. Once they’ve placed their orders, it’s up to you to make sure they’re happy with your services. You should send your customer a confirmation e-mail thanking them for their purchase, immediately after they’ve placed their order. Your goal should be to exceed their expectations. With so many choices, you want to make sure your customers are happy that they chose your flower shop.
Follow-up with your customers once their order has been delivered and thank them for their business. You should also encourage them to rate your services. If something went wrong with the delivery, purchase, and yes, the handwritten note, you’ll want to know about it. Encourage your customers to send you an e-mail rating their experience with your shop. This will provide you with an opportunity to rectify any problems and hopefully you’ll be able to encourage their repeat business. If you never hear about the complaints, you’ll never be able to improve your online services.
It’s nearly impossible to have a personal connection with your online shoppers, but you need to remember that there is a person at the other end of the e-mail. Constant attention to detail shows that a company cares about its customers’ needs.
Wishing you and your loved ones peace, health, happiness and prosperity in the New Year!
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