Amazon pride themselves on providing 100% perfect customer service. That’s great for an FBA seller who has Amazon dealing with all their customer service issues for them.
But what if you’re an FBM seller doing everything yourself?
How on earth do you provide incredible customer service that is on par with Amazon? And how do you keep your customers 100% happy?
Here are 4 practical “how to’s” to keep your customers smiling:
1. Encourage feedback
First thing’s first. If you want to know how to please your customers, you need to ask them! Customer feedback is so so important on Amazon, and not just because it impacts the Buy Box. If you genuinely want to improve your service, you need to listen to what your customers say and make any necessary changes to your service.
Here are 3 ways to encourage feedback from your customers:
1. Add a feedback request message to the packaging slip in the order. Write something cute and quirky so it stands out.
2. Contact the customer personally, via the Contact Buyer link in the Manage Orders section of Seller Central.
3. Get somebody else to do it for you! If you simply do not have the time to send feedback request messages yourself, there are a bunch of useful tools out there, such as FeedbackFive or FeedbackGenius, that will send automatic reminders for you.
2. Use a shipping tool
If you’re overwhelmed with the amount of orders you?re receiving and finding that it’s taking you longer than promised to ship them, get help! There are plenty of shipping tools out there that will print your labels, send tracking emails to customers, and update the online status of each order. And they’re not too costly either.
ShipStation and ShipWorks are just two of the many shipping tools that will help you ship items quicker, thereby maintaining your business efficiency.
All relationships benefit from good communication, especially the seller-buyer one. Since your communication with customers generally happens via email, it is vital to get it right.
Take the following impressive email I received following a recent Amazon purchase.
It was so impressive because I actually felt cared for.
The seller was polite and helpful and willing to help me with anything I needed.
Knowing that someone was following up on the sale and checking that everything was as it should be, is what I call fantastic customer service. The email concluded by asking me to leave feedback and because I was so impressed with their service, I did!
It is imperative to show your customers you truly care. When they write to you, respond promptly, and when they aren?t satisfied with something, sort out the issue. And make sure you do it all with a (virtual) smile. 🙂
4. Get the extra manpower
There are certain times of the year where having an extra pair of hands can make all the difference between a happy customer and a frustrated one.
Let’s face it. Mistakes usually happen when you’re overwhelmed with orders and trying to get them out as quickly as possible. You have a heavy influx of customer queries to respond to, you?re trying to manage everything at once, and you’re doing it all with your regular amount of staff.
Get some help. It may sound ridiculously obvious and it is. And it’s simple too. Hire a student intern or someone looking for some ad hoc work to help you at the times you’re at your busiest.
This is especially true if you’re a small company taking care of the whole fulfillment process yourself.
This person can help respond to customer emails, physically pack up and send off the goods, or do anything else that will help keep your business running smoothly, prevent you from stressing out and, most importantly, keep your customers content.
You may not have limitless resources. But it’s pretty easy to keep your customers happy. All you need to do is understand what they want
And what you need. And you’re laughing.
This is the third of a five part-series on The Customer Service Guide for FBM Sellers.