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How To Interactwith CustomersLess (Just Where ItMatters)
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davidturnbull.com
If you follow your passions and are “real” when it comes to your marketing then your customersshouldn’t be a hassle to deal with BUT that doesn’t mean you need to start spending all your timeinteracting with them. Infact, it’s likely that customers don’t want to be spending lots of timeinteracting with you (people are always in such a rush these days) but for whatever reason they feelneed to. I’m not suggesting cutting off interaction with customers, but there are places where thisinteraction is wasted and/or unnecessary and don’t encourage a positive relationship.
1. Charge a premium price
Instead of charging $47 for a product, consider charging $97. Obviously such a drastic increasewouldn’t work well for ecommerce stores but even then you can raise your prices a bit above thecompetition but still remain competitive by offering a better overall experience to the customer. If you’re charging a premium price it simply takes less customers to reach the same profit. The addedbonus is that customers that pay more generally won’t be as much as a hassle as those who part withless money.
2. Develop an FAQ section
Every time you receive a question keep a tally of how many times that question (or a similarquestion) has been asked. Now, with this new-found knowledge focus on building a damn goodfrequently asked questionssection for your website.
 Don’t sk imp on this part of your site
. Go intodetail - spend time writing your answers, include screenshots and embed screencasts. Each questionyou answer well could save you days of answering questions over the course of a few years.…it’s also a good idea to link to this FAQ section just above your contact form and setup anautoresponder to automatically send customers a link to the section after they’ve contacted you. Youshould still respond to them if you are answering a question in the FAQ section but you’ve at leastgiven them the chance to solve their query asap.
 
3. Be clear in your marketing
If you’re promoting a product that does X, make sure potential customers don’t think that it does Y.Not everyone is right for whatever you’re selling and that’s a good thing. Market to the people whoare 100% right for what you’re offering and they’ll:
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Love you for it
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Buy from you again
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Need less attention than less committed customers
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Won’t want refunds
•
Bring you referralsIt’s a win-win for everyone really.
4. Setup systems
If you have a product that is selling you’ll eventually get a refund. Instead of handling each refunddifferently and with a lot of back and forth chatter between you and the customer develop a systemto handle refunds and make the process as painless as possible. Don’t try to convince the customerto cancel the refund - that’ll just waste your time and annoy the customer (it’s happen to mebefore…so much for a money back guarantee, no questions asked).Develop systems and rules that handle all of these types of situations (full refunds, partial refunds,trades etc). Your goal is to
minimize chatter and make the customer happy
.
5. Automate it
In the era of the internet its possible to automate an entire sales process…so do that. Informationproducts can be delivered instantly, license keys can be issued straight away for software and usingsoftware such asInfusionsoftthe sales process of any type of business can be greatly automated. It’spossible to start automating tasks such as sending follow up emails, notifying the customer of important events and sending customer details to your supplier/s.
6. Give the customer feedback
Don’t keep customers guessing, tell them exactly what they need to know. Tell them:
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If the product is delivered instantly
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How the product is delivered
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When the order has been processed
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How long the product will take to arrive (overestimate the time rather than underestimate)
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When the product is shipped
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How much they’ve been charged
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When they will be billed next (if applicable)
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honorablegovern

Thanks. Great tutorial mate... Here's the Video Tutorial: http://bit.ly/cXQPGN - If you prefer video like myself. Don't get me wrong, I still like ur tutorial!

reply04 / 22 / 2010
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