Put yourself in the buyer’s shoes
Ads:Just last month, I was busy shopping for a new camera in one of the hottest malls in Kuala Lumpur. I walked in and out of many shops. Many salespersons tried to impress me with what they have got to offer.
There is one shop however, that never even bother to look me - the customer, even though I’m standing right in front of him browsing all the cameras on display. It feels weird. There could only be one of these reasons why he is doing nothing – he opens the business to pass time, he doesn’t talk, he is blind (obviously not) or worst still, he do not want my cash!
It feels uncomfortable and cold and I never bother to return to that shop again.
This incident reminds me of my shopping experiences online. Should online business be icy like this? You just add to cart what you want to buy, pay, get some auto-generated emails, receive your parcel and that’s it? Just because you do not see the buyer face to face?
Many times these ‘cold’ buying experiences came to me with buying from Powersellers. There are hardly any personal touches in their emails like addressing you by names. Some even never bother to say ‘Hi’ or ‘Hello’. You get some auto-generated emails telling you about payment and shipment, you sign for arrival of your parcel, post your feedback and that’s it.
This not only happens on buying from eBay, these unpleasantly cold processes also happens in other online shopping store. Do you care anyway? Your concern would only be that as long as you got your parcel, it does not matter if the business is a personalized one. Or in the case of a seller, as long as you earn your profit and ship the parcel on time?
But being the demanding buyer I am, I do give attention to these details. I like to feel I am important to the company I do business with. As a seller, I make every effort to include a little personal touch in my online selling as much as possible. Although it dawn to me that replying to every single emails personally by addressing their names are somewhat difficult when you are transacting with perhaps hundreds or thousands of customers per day.
I reckon little things does matter everywhere you go and I enjoyed giving some personal attentions to my buyers although it takes a little more time. Sending a thank you note, a little gift and addressing customers by names are what I do because it earns me more return happy clients, cools down even the most irritated buyer and often goes a long way.
So, have you bought a product or service lately? What have you learn from them today? Would you do the same to your customers?
What about adding a personal touch in your blog too?
Haven’t been buying online for a long time, but extra service is always welcomed :).
Thanks for some very good advice, Jenny. It is something else I will work harder at.
Dave
Hi Bee and Dave, just my two cents… but i think i do love little surprises from sellers. What say ya?
We always try to include a little extra in our packages to buyers. We email and use their name with shipping date and give all of our info including our phone number.
This makes good business sense. As a buyer on eBay, I don’t like not hearing from the seller at all after you pay. It makes you wonder….
I think of it as that sellers way to attract you indirectly to buy. because look at it, he’s the one you noticed apart from those salesperson wanting to get your attention.
He is the “unique” person to you at that time. He is so successful in attracting your attention that you even wrote this entry about him. Therefore, for me, he is so successful in getting your attention. Although, I don’t suggest the same thing for business but I do suggest the same thing for getting girl’s attention or by attracting someone.
for what I know, the buying habit for the west is like you don’t border me. if i got question i will ask you. so your feel on those Powersellers is understandble.
Maybe tats the reason i don;t shop online quah.
I only book hotel online and receive a standard reply saying confirm or N/A, and i just accept it.
but if i’d receive any Supprise from them, I will definately continue staying with them.
Hi Connie, glad to know there are someone out there who appreciates good customer service like i do.
Hi Chino.. haha, that’s a good one from you. So, do you use this ‘cold’ strategy to get the girls attention?
Hi Boon, maybe we are already used to it, as long as they are some sort of a communication from the seller. The transaction is deemed done. Let me know when you find one that go the extra mile…