Watch the video, or read the Blog Post below.
You’ve just landed on one in a series of posts about how I can help solve the most common problems people face when they start dropshipping! Here, we are going to focus on a probably overrated issue that dropshippers may encounter, especially in this time of the global pandemic: how to deal with angry customers and how you yourself can prevent your business from encountering these folks.
Keeping Your Customers Happy and Satisfied
Let us first go through the process of how people come and go to our website. First, we run ads on Facebook for a specific product until a potential customer sees it and decides that he or she is interested in making a purchase. They then click our ad and they land on our product page. Add to cart, proceed to check out, and the deal is sealed. That’s it. However, you should know that this simple process takes a lot of effort in order for the customer to actually push through with the purchase — you need to be able to keep them happy and satisfied for the whole process.
In order to actually make a sale, you would first need to gain your customers’ curiosity and interest in one of your products. That is the reason why you should invest on your ads. Here, you would want to highlight all of your product’s main features and uses in a way that triggers a viewer’s urge to buy. You can also add in customer reviews to prove your brand’s credibility and reliability, and even promotional events to increase engagement and conversion — I found that people are more willing to make a purchase once they see that a store is having a sale event.
So, before you launch an ad, you need to make sure that it would actually reach your target audience (investing and adding funds) and would make them interested in buying what you are advertising (optimizing your ads and highlighting your product’s best angles).
Next is your product page. This is where you would need to make your customers realize and understand what they would potentially be getting. So, your ads only feature your product’s highlights; on the product page, on the other hand, you need to provide full details. This includes product dimensions, color variations, uses, features, and even infographics, how-to-use infos, or care instructions. You also need to add in the price, shipping cost, shipping time, and payment options.
Why would you do all these for a single page? Because you want to keep your customers happy, and you can do so by providing every bit of detail they would need before making a purchase to ensure that you don’t have any hidden fees or unwanted additional purchases . By providing full details, you give an assurance that your customers will only get what they paid for, and they will only pay for what they want to purchase.
An important thing to take not of here is your product description’s accuracy. Sure, you can simply copy and paste it from your source in AliExpress, but you yourself still need to investigate whether the stated information is true and accurate, or if your supplier just put it there to boost his or her own sales. Trust me, you really would want to do this such that when the time comes that the customer’s order arrived in his or her doorstep, they would never complain that the product they received is not what they ordered in the first place.
The most crucial moment in making a sale is the part in between them adding a product to their cart and successfully making a purchase. Within those few moments, they would go through our payment processing systems and input their credit card details. Why would I say that this is a crucial moment? Because here they would have to trust our self-proclaimed reliability when it comes to handling private and sensitive information such as this. After all, there isn’t a single person in this world who would freely and carelessly give away their credit card information to anyone, most especially in the online space.
Keep your payment gateways safe and secure, and only offer those that you already trust such as PayPal, Stripe, etc. If you’re only starting out with credit card processing, you can browse through your competitors’ payment options and see what they are using; if they are way ahead in the business and are already making a lot of sales, you can be sure that their payment processing systems are indeed safe to use for your own business.
We have discussed this in a previous post, but allow me to stress this out again: you don’t have to worry too much about shipping times, because usually, delays in delivery are not your fault. When you are shipping via ePacket, you can expect that your customers’ orders will be delivered within 4-5 days. However, in this time of the global pandemic, delays in shipping can now be deemed as an addition to the “new normal” because most countries have now become a lot stricter when it comes to receiving imports.
If there is no way to keep your customers happy with the long shipping times, you can instead keep them satisfied with regular updates about their orders. How? Just send them a tracking number that they can input onto your website for real time tracking! For my own stores, I use a software called AfterShip. This tool conveniently sends tracking numbers to your customers, as well as regular updates to keep your customer posted as to why their orders are still yet to come.
If you think it’s all settled and done after order receipt, think again. How else are you going to get those customer reviews and feedback if you are not going to interact with them anymore?
Customer care extends until after your customer receives their purchased product in a variety of ways. Of course, you still need to be there for them should they encounter any problems or questions with their purchase. This is where your carefully detailed product page should come in handy. Read through the details again to ensure that the customer won’t miss any minute detail. You would also need to have a professional customer service representative to handle inquiries and complaints.
Next, you can run special promotional events exclusively for verified customers to keep them coming back for more, or in order to gain customer reviews and feedback. You could give them a discount code gift for their next purchase, and all they have to do to redeem it is to leave a review on your product page.
As simple as that!