The majority of your first-time buyers should become repeat customers, and you need to honor that bond. I urge you to take a step back the next time you get a sale and see the bigger picture. Don’t think of any sale as a one-time deal; always treat each order as if you’ve just earned a loyal customer for life.
Let your listings reflect this. How can you anticipate the needs of your customer in every listing? Do they know you have a necklace to match those earrings? Do they know you make soft, knitted throws that will match the scarf they just bought?
You are the expert in your field. The customer came to you because you have knowledge and talent that they appreciate. That means your shop is full of items that they want. Own your expertise, and be each customer’s personal stylist by using your listings to suggest what other products you have that will work for them.
How well are you doing in terms of customer satisfaction? That seems to be a pretty standard question when it comes to dealing with people who are using your product or service.
Satisfaction? I’ve always felt that focusing on “satisfying” someone who is using what you have built is pretty lame. It’s quite demotivational actually. It doesn’t get me excited to get up and “satisfy” that next user who comes in. And neither does the person I have spoken to go away, telling everyone how satisfied they are.
How about we change the game here. How about we raise the bar and say, instead of satisfying every person, we WOW them. We shower them with such love, friendliness and helpfulness, that they are blown away. So that they tell everyone they know about you and your awesome service.
