“I can’t wait to get my product and leave a review on Amazon!”
This is what your customer is thinking once they buy your product. Again, this has nothing to do with whose fault it was for the cancellation of the order. It doesn’t matter if they didn’t actually ever receive their product/download or not. They still bought your product and feel strongly about leaving you a review.
The truth of the matter is that when customers see something that bothers them enough, they will act upon that reason to give them a way to communicate their displeasure without having to spend any more money on it. This means they will gladly purchase ‘something else’ from the same company that upset them if that company is also delivering a solution.
It’s not about who was at fault, but how well the company\’s customer service handles it. A response like this will keep your customer happy and the seller on their good side too. This will go a long way towards building loyalty with someone who has already become a customer of yours. But what happens when you don’t get an email from them? You never can tell – maybe they won’t be upset enough to take action against you.
Can you spot the difference between these two emails? How many times have we received responses like #2? (Hint: None) Now what would happen if instead of contacting Amazon directly, you notified them through us first? Our response would be something like this:
Dear Amazon Customer, We just received notice that there was a problem with your order. Given how important it is to have great service and support from sellers, we\’ve forwarded this email directly to them with the expectation that they\’ll get back in touch soon with you and make it right. I\’ll also let them know if you don\’t respond within 7 days what happened and why. In case you\’re curious as to what their response will be, here\’s a sample… Dear Amazon Customer, Thank you for contacting us regarding your recent order for (product name). Unfortunately, we cannot find a record of this order having been placed by any of our customers under your email address. It seems some other customers with similar-looking email addresses may have placed orders with us in error. We suggest you contact them directly to resolve any questions you might have about your order and ask them not to place orders on our behalf in the future. On a positive note, we\’d like to offer you 10% off your next purchase if you choose to place another one through us as an apology for the hassle this has caused. If you would still like us to send out (product name), please reply back with the confirmation number/invoice number from this order so we can identify it. Thank you,
We\’ve won several customers over by taking care of their issue quickly and professionally – all because they were able to leave public feedback on Amazon about how well our response let them keep the product they ordered. Now you\’re probably wondering, “How do I get them to contact me directly?” Step 1: Get their email address either by creating an account on your order website you created in the builderall cheetah website builder and asking for it on the order form or just have them send it in a reply back with the confirmation number. If they\’ve already paid – if no one has gotten back to them yet – then this is pretty easy.
Step 2: Set up an autoresponder (via Mailingboss ) that has a professional subject line and body saying something like “Thank you for contacting us about your purchase of _______ We are working hard to confirm everything is correct with your order before we ship it out.\” And then give them one more chance to let you know what product they were expecting. Make it clear that they will have an opportunity to get their problem resolved if they contact you right away, then tell them how to do so.
Step 3: Then set up the following email sequence…
1) Thank you for your order from us
2) Order is shipped out today!
3) Oops! We accidentally shipped the wrong product at our warehouse
4) Customer gets upset and contacts Amazon through them, which sends them directly to your website
5) They find everything in order
6) since you\’re already on top of it – when (2 days later ) the correct product shows up…
7) You offer 10% off for their inconvenience
8 ) Customer returns a bit later on and actually receives the correct product they ordered
9) You send them a reminder with their 10% off Not only will you end up hooking these customers, but all of their friends that see this happening on Amazon will come to your website as well.
Yes, it requires some time… Yes, it requires more work… But if you\’re already selling products from Amazon, then imagine the boost to your sales when people find out how good you are at taking care of problems. Once you\’ve set everything up – just let the autopilot do its thing!
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