Businesses do not work as they used to. In times gone by, the norm was to head to your local small business, perhaps a grocer or butcher, or mechanic. You’d purchase a product or schedule work to be done. You’d have a little talk. Then you’d leave, content with your product or pending service. That would be it. Apart from maybe sending a Christmas card to the homes of their regulars, ordering specialist items for repeat buyers, or perhaps fostering a sense of community, a business was a business.
Now, with social media, live services packages and a range of other matters, businesses are in our homes, and part of our lives than ever before. Simply log onto your computer and you’ll likely be running software packages to help your keyboard light up, or voice assistants to help you navigate your day through Google. We forget just how much a range of services are with us at all times.
As a business, this is why implementing the best purchase after-care you can will help buyers to return to you, to help you become the new norm in their lives, and thus help this long-term loyalty you’re looking for. It can be an extremely smart thing to do.
So let us help you! Consider the following:
It’s best to let your customers know that they can contact you at any time they wish to. This can prevent customers from feeling as though they have to track you down with effort to get to your support team. Clear contact information such as your contact support number is essential. But more and more firms do not have voice call support networks in the modern day. If that sounds like your business, consider providing explicit construction on a small card or the back of the packaging. You might right ‘Message us on Twitter for support, as we have IM functionalities.’ Of course, offering many different support options will be worthwhile, you just need to be careful with how you present them.
Use Those Purchasing Habits
There’s every chance that the purchasing habits of the customer are likely to inform you of future things they might like. Let’s say they have purchased a large microphone from your storefront, perhaps one most used in podcasing. Using permission based email marketing, you might suggest them products such as XLR cables, pre-amplifiers, mixers or subscriptions to good recording software. With non-offensive suggestions, you may encourage repeat purchases, or at least encourage more people to come and check out your website. Be sure not to send these emails in an overbearing sense. Even more than once a week can lead people to unsubscribe from your mailing list – which you should legally allow, clearly, with every email you are sent.
Competent Warranty Process
Let’s say you’re selling electrical items. It might be that you offer a warranty on them. A long-form warranty can often show customers that if the item is defunct, they will be able to gain a refund, repair, or a replacement item for free. This warranty reporting process should be quick and easy, and you might encourage customers to register their product to ensure that’s the case.
But in some cases, it could be that you’re simply a retailer for another manufacturer. They might have strict conditions that they will be the ones who handle the warranty process. If you’re familiar with how Amazon does things, this will sound familiar. This means allowing customers to interface with the select company and providing them the right information given to you can help both brands be reflected maturely, even if you need to be a little careful in how you present this information.
Where you can allow it, be generous with your warranty process. A money-back guarantee can also be worthwhile, if for a much shorter period. This might simply be a means to refund the product within a certain timeline, should it be returned to you intact. Implementing the best purchase after-care you can will often fall into practicalities, such as financial handling and behavior, rather than simply talking about how great you are as a business. It is what customers will respond to more appropriately.
Allow customers to review items on your website, or perhaps your service through another means. This way customers can express their opinion on the exchange. It means other customers will more likely view the product on your store front thanks to this functionality and commitment to openness. Of course you might screen reviews to filter profanity among other content issues, but a little feedback can go a long way in helping customers feel listened-to.
With this advice, you’ll be sure to implement the best purchase after-care possible.