Make Sure Your Online Reputation is Squeaky Clean
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It?s extremely easy, maybe easier than you think, to permanently damage your reputation among your customers and the internet users in your market if you?re not always stressing customer service and making sure your site’s visitors are happy.
You see, every online niche has these things called forums and blogs. Maybe you?ve heard of them. And it?s easier than ever for someone to pass around a bad review of your website and your business. And as the saying goes, a happy customer will tell one or two people, an unhappy customer will tell ten.
So it?s more important than ever that you deal with everyone who visits your site honestly and ethically.
And, let?s face it, it isn?t exactly very hard to do. All you have to do is be sure to respond to questions and recommendations, make sure the products you sell deliver on their promises, remove people from your list who ask to be removed, and give refunds for unsatisfied customers. Yes, even unsatisfied customers can help your reputation. They may not want the product they bought from you, but they might be happy and tell others if your customer service is top notch.
In the online world they often call it building a relationship with your customers and subscribers, but really it?s customer service, plain and simple.
I?ll give you an example. Not too long ago I lived in Manhattan between two different delis that both made very good sandwiches. Equally good, in my estimation. If I turned right, I went to the deli that was a bit less expensive, but had some of the worst customer service I?ve ever experienced. Not from the guy making the sandwich, by the way. From the people at the register. I can?t think of many other times when I?ve been ignored so badly while trying to give someone money.
If I turned left, I went to the deli that was a little bit more expensive, but they always had great people working there that I enjoyed talking to and doing business with. There were times, many times in fact, when I opted for the more expensive sandwich simply because I didn?t want to deal with the bad attitudes in play at the cheaper place.
Now, I?m not the type of person who will complain to everyone about that place by name and try to ruin their business, but I am the type of person to take my business elsewhere when I feel it?s necessary.
The more expensive deli understood the importance of customer service to their business, and as a result, they can charge a little more because they offer more value to me as a customer, which is an enjoyable shopping experience.
And you need to understand this as well if you really want to be successful on the internet. Obviously, your online business is going to be different than selling sandwiches in a deli, but the basic principle is the same. Good customer service and good value win at the end of the day.
Remember, a satisfied customer will often be a repeat customer. And it?s much easier to sell something to someone who?s already bought from you before. So why would you risk losing that customer for good?
And like I said, it?s not that hard to do. In fact, if you simply do your job, deliver your products on time, or present your services on time, and make sure they work they way they?re supposed to work, then you?ll have very satisfied customers most of the time.
Of course, it?s true that some people will never be happy no matter what you do. That?s going to happen. Every now and then you might get a complaint no matter how good a job you do. That?s the nature of being in business sometimes. But if you stay on top of the questions, requests and suggestions that you get from your customers and visitors, then you?ll be a long way towards keeping your reputation clean, and having a successful online business.
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