| Can we be too good to our customers? No way! | | | | Another friend of mine was so stunned by landing |
| Our customers are the backbone of our business! | | | | an on-going, monthly publication that she promised |
| They're right no matter what! | | | | the customer "the moon" without even having to |
| I'm sorry to disagree with you. As small, honest | | | | do so. When she lived up to all her promises she |
| and legitimate businesses - we have a tendency | | | | ended up paying $215 out of her own pocket to |
| to place our product quality above money. While | | | | publish each issue. Of course, she had to cancel |
| this is the "right" way of building a strong, solid | | | | her contract forever - which is "bad business." |
| business; there are customers that will try to | | | | In mail order we all have the ability to make |
| take advantage of you. You have to learn how to | | | | ourselves look "richer" than we really are. We can |
| notice this possibility coming and "bow out | | | | work co-op deals with other people to barter and |
| gracefully" without losing the customer. | | | | trade for things we don't have and could never |
| Remember that most newcomers to the world | | | | pay for. Then, when orders are filled |
| of mail order think that they are ordering from | | | | professionally, the customer suddenly thinks the |
| BIG companies just because we have a company | | | | mail order dealer has a lot of money to spread |
| name! They cannot conceive how poor and | | | | around and can afford to lose a few dollars on |
| struggling a lot of us really are. They think we can | | | | them. |
| absorb costs and because they are poor | | | | If a customer does not send the correct amount |
| themselves, will often try and take advantage of | | | | for you to fill his or her order - simply write them |
| people like us. (If they only knew the many times | | | | a nice letter explaining that they did not enclose |
| I have personally had to hold an order up for | | | | the proper amount. Send them an invoice showing |
| mailing because I couldn't afford to pay for the | | | | the amount they still owe and bill them before |
| postage to mail it back, or the guy who bounced | | | | filling the order. |
| a $2 check and caused a close friend of mine to | | | | If someone calls you up on the phone and talks a |
| go "in the hole" $15 in bad check charges.) | | | | "good" sales pitch (with the intention of getting |
| But because we are honest people who place our | | | | you to fill their order before they pay you)kindly |
| product ABOVE money we sometimes let people | | | | explain that your company policy is to receive |
| walk all over us. In fact - a mail order buddy of | | | | payment first since they are a new customer. No |
| mine (who distributes shareware computer disks) | | | | other explanation is necessary. |
| is normally so happy when she gets an order that | | | | However, don't go overboard and get crazy. If a |
| she gives the customer almost 10 times more | | | | new customer forgets to enclose a stamp, go |
| than what they pay for. She is so excited about | | | | ahead and send them information. It's silly to |
| keeping a customer that she goes overboard to | | | | waste another stamp yourself to tell them to |
| make them happy. | | | | send a stamp. And not filling the order is also |
| Unfortunately, a lot of people will take advantage | | | | crazy. If the customer cared enough to write in |
| of this situation. They think, "Hey, if I can get this | | | | the first place, you at least owe them a response. |
| much for hardly nothing, I'll see how much more | | | | Besides, it might bring a big order. Don't get |
| they'll give me. Look at all the "freebies" I could | | | | hung-up over a stamp! |
| get and all the money I could save." They'll lose | | | | Some dealers refuse to take personal checks |
| respect for you. However, this line of thinking is | | | | because they are afraid they will bounce. Again - |
| only short term. Sure, as a customer, you might | | | | this is not good customer service since it's a lot |
| get some more free stuff with the next order, | | | | of trouble to buy a money order when most |
| but pretty soon the business owner will realize | | | | people have checking accounts. This line of |
| what's going on. Then you'll lose that business | | | | thinking will cost you lots of lost orders. However, |
| contact forever! I can still recall the people who | | | | you can hold the check for clearance before you |
| ripped me off before and I would NEVER do | | | | fill the order if the amount is over $25. Use |
| business with them again! This is a sad situation! | | | | common sense and you'll make it!stamp. And not |
| As a dealer, you can learn to give your | | | | filling the order is also crazy. If the customer |
| customers what they pay for. | | | | cared enough to write in the first place, you |
| Go that extra mile on special requests, but never | | | | should fill the order. Good customer service is the |
| over-extend yourself if it means lost profits to | | | | key to keeping your customers. |
| your business. This line of thinking will cause you | | | | Copyright 2004 by DeAnna Spencer |
| to set yourself up to be taken advantage of and | | | | This article may be reproduced and redistributed |
| then you'll become resentful toward your | | | | freely on the Internet as long as the resource |
| customers; which is bad. | | | | boxremains intact. |