I bought an intake plenum. It was broken in transit. the vendors first reaction was return it and then we will replace it. I expressed it had been improperly packaged and that I felt the replacement ought to be sent next day immediately. I convinced them they would benefit from my positive experience in that I would tell people they were great OR if they stood on their policy I'd be telling the other story. I took it to FedEx, and after they verified it was in their possession they sent the replacement next day.
The crash dealer ought to read this:
A Happy Customer Tells 3 Friends. An unhappy one tells 10. The Artists Career
A Happy Customer Tells 3 Friends. An unhappy one tells 10.
Business is about relationships and successful relationships are built on trust. If your customers don’t trust you, you will not survive as a working artist. No matter how much advertising you buy, word of mouth will always be your most powerful marketing tool.
So how do you create great word of mouth? Simple. Care about your customers. Here are a few ideas that will improve your relationships and help build the trust you need in order to succeed.
1.) Listen THEN react.
Don’t have prepared answers ready when talking to customers. Just listen. When you listen you gather information you can use to impress them for the next time. If your only thinking about the money you often miss the important stuff. Remember their name. Remember the story they told you about how their brother hurt his leg and ask them, “how is your brother’s leg healing?” People love to know they were listened too. Most of us don’t take the time to listen anymore.
2.) Always communicate –
If a customer purchases art on your website keep them informed every step of the way. Don’t allow them to wonder what’s happening now that they’ve paid. Thank them than communicate shipping times and expected delivery. Let them know what can be expected if something goes wrong. Let them know how to contact you whenever they have questions. If they do contact you respond and soon as possible.
3.) Under promise and over deliver
–Nothing annoys customers more than a broken promise. If you ship art and promise its arrival in 5 days it had better not arrive in 10. Instead, tell them it will arrive in 5 and make sure it’s there in 3. They’ll feel like you went out of your way for them.
4.) Be honest with your customers
– If your customer suspects you’re trying to pull a fast one for profit, you can kiss that customer goodbye – forever! And you can kiss goodbye all the people they will tell as well. Be up front about everything. If something goes wrong, fix it immediately.
5.) Keep unhappy customers happy
–You can’t provide perfect service each and every time. We make mistakes. On those rare occasions when a customer is left disappointed make sure to go above and beyond to correct the situation. Even if it’s at an expense to you. Correcting a situation promptly will restore confidence in you as a business person. Remember the saying, “a happy customer tells three friends, an unhappy one tells 10.”