Righto. I'm gonna have a rant.
Here are a few tips to avoid traps that your competitors fall into.
-Answer ALL questions asked by customers/potential customers no matter how dumb or how many times you've been asked previously. If you're going away and won't be able to answer questions, let people know with a quick post here and/or on Facebook/other boards. People tend to think they're being ignored otherwise. And don't think it isn't dead obvious if you are ignoring a particular question. The fact people answer some and not others isn't subtle.
-Don't assume everyone here has Facebook. You're competitors often palm people off with comments about how an update that they are being asked about was posted on Facebook. And it's pretty arrogant to expect people to get a Facebook account just to check for the occasional update from you.
-Be honest with your customers. This one I cannot stress enough. If you are honest with people, you will find they will cut you a lot more slack than if they think you are bullshitting them. If you are going to get your shipment of product last because you paid for the slowest shipping method the world has to offer to keep your price low, say so. If you are a one man operation trying to shove 1000 orders out the door, don't say that they will be posted by end of week when it is obvious you have no chance of meeting that target. People will appreciate your honesty even if they don't sometimes like what you are telling them.
-Don't whinge to us or make snide comments about your competition. It doesn't get you sympathy or make us think your better. It makes you look like your making excuses or you come across as a complete tool. Respect in retail is earned through being respectful not just to your customers, but to your competition as well. Not by being underhanded. Remember if you have nothing nice to say, don't say anything.
-Don't get upset with or be condescending to your customers. No matter how much of an idiot they are being, be polite. If they are being unreasonable, be firm, but polite. In my line of work I have to deal with angry, unreasonable people on a daily basis. I am never rude or mocking, I simply state facts and politely repeat myself, as many times as possible. Remember we TF fans speak to each other. Word gets around.
-Contrary to my previous sentence, just because you post something on Facebook or another board, don't assume that knowledge will make its way here and vice versa.
In my experience with the online retailers that have so far sprung up, I have dealt with 3 and so far only one of them has been only positive experiences. The biggest problem I have at the moment is crappy communication. Keep in mind that people are willing to pay more for superior service. And in my experience, BBTS and Chimungmung, while costing more because of the exchange rate, offer mostly far superior service than what I have seen here so far.
Anyway, good luck with the store. I hope to be able to business with you
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Originally Posted by JustBots
