Creating a Hassle Free Experience

Creating a hassle free customer experience.

Hello -While I was putting together the loving your customer tips last week, one example struck me enough to elaborate on it.

One way we show our clients love is by making our policies simple, easy and customer friendly. That is why we offer a 100% Satisfaction Guarantee. We hate getting the run around ourselves.

Take a moment and put yourself in your customer's shoes. Would you decide to choose your company again, give positive feedback or make a referral if you ran up against your own stores policies? If you aren’t sure, ask a few customers or friends to review them. Have them pass along their opinion. If it was a good experience, you most likely have a new loyal customer.

A friend recently paid for an upgrade for overnight shipping on his Amazon purchase. It ended up taking two days. When he contacted them for a refund, instead of giving him a hassle, they promptly refunded his $8.99 shipping fee and extended his Amazon Prime membership without him even asking for it. The way it was handled turned a negative into a positive for him.

He was impressed and posted to 100 people on Facebook who are now telling other people about it. I bet you'll tell someone about it. How much word of mouth advertising did Amazon receive for a couple bucks? The value of that refund paid for itself exponentially.

A bad experience or a simple shipping mistake, when dealt with correctly, can be turned into a referral, a positive social post and a public relations banner for a few bucks. The return on your investment in making a client happy by showing them a little love, far outweighs the negative effects of upsetting a customer.Kind Regards,Zachary