How's Your Customer Service?

Facebook ads worked on me about a month ago.
​
Super cute ankelish boots that I've seen before were on sale. Save 35% when you purchase two.
​
Since ads are a bit iffy these days I went to the reviews and comments - because we all know people do not hold back when it comes to sharing their opinion behind a screen. Besides them taking about 2 weeks to be delivered all seemed good.
​
After about 50 I clicked through the buy button. Picked out a black pair and dark brown pair both in my size.
​
(Yes, I typically buy local, but here we are).
​
Click purchase. Put in my debit card info. Hello, cute addition to some outfits!
​
About two weeks later I was updating our Quickbooks (yes, I set up QuickBooks for our family account and bless the ease of tracking and budgeting!) and when I got to my shoe purchase it dawned on me that I never got a confirmation email.
​
I then went to the website, found the contact email, and quickly typed up a kind email asking about my order.
​
"The black ones are on backorder. Would you like to wait or pick a different color?"
​
Huh? That was the first thought. Were you going to just wait until they came in to then ship them out? No heads up, oh btw? That was my second thought.
​
"Please go ahead and ship the brown ones to make sure they fit before I order any others and refund the cost of the black ones. Will I get a confirmation email?"
​
"Sounds great, yes."
​
And this time I did and like many of us I check the tracking every other day because....gimme!
​
Why share my boot purchase?
​
Because, customer service.
​
There is so much competition out there that customer service can be the difference between a returning customer or a shitty online review (which if you have a negative experience please reach out to the owner and give them a chance to make it better before you go behind the screen).
​
This also creates consistency which people do love and employees thrive on.
​
Think of you walking into a store or ordering online. What experience do you like? Do you like to receive a confirmation email? Do you like to be addressed when walking into a boutique?
​
Do you like a heads up that a response will be within a certain time so you're not sitting and wondering if they received your email?
​
I encourage you to take a step back and walk through your customer journey. From how they contact you, to how you deliver your product/service, to receiving that 5-star review.
​
Your next step is to implement it. And it doesn't have to be fancy.
​
Email templates, automations via a scheduler or a project management software, and an auto responder for your contact form.
​
Does it feel tedious? Maybe. (this is a service I offer in a VIP Day if you feel you need help!)
​
Will your customers (the ones paying you money) appreciate it and come back? More than likely!
​
Still waiting on my shoes - but I'd never leave you hanging so I'll share how they fit 🤞🏼