Tweet

10 secrets to online success (its all about the customer) - Todd Jamieson

Written by: Dee Dick

Article Overview: In the last eight years of working with all types of businesses, the most common mistake companies make is believing that their web site will do all of the work for them. Sure, a web site will definitely help productivity but it can never replace the human element of your business.

10 secrets to online success (its all about the customer) - Todd Jamieson

You've got your web site online. You're on top of the search engines. You have killer web site copy. Now all you have to do is wait for the sales to roll in right? Well … not exactly.

In the last eight years of working with all types of businesses, the most common mistake companies make is believing that their web site will do all of the work for them. Sure, a web site will definitely help productivity but it can never replace the human element of your business. Potential customers are still looking for some type of bond that brings them into your company, something that still makes them feel important and like an individual - they are looking for real people with real knowledge. And the reason why people choose to buy from you is because of you.

One of the most overlooked aspects of web sites is online customer service and ultimately your email correspondences. Think about it: if a "sales prospect" called your business would you leave them waiting a day or more before replying? Now, unless you work for a bank or just don't want the business, you would never do that. But as crazy as it sounds, this is what many companies are doing. Sabotaging their own success simply by putting off returning emails to clients.

Here are a few basic rules I personally go by and suggest you adopt:

1. Develop a sorting mechanism in your email program so that you can answer your "sales oriented" emails first and then others later.

2. Answer sales oriented emails in under ½ day if possible (even a simple return email "I am working on it" will suffice in some cases).

3. Answer non-essential emails within 1- 2 days.

4. When you respond to any email, make sure you include at least the following information 1) Your name + your company name, 2) your title, 3) address, 4) telephone (with area code), 5) your return email, 6) your web site and 7) lastly make sure your subject line makes sense!


Also consider the following:

1. The web is now used more than the yellow pages when people are looking to buy a product.

2. It is very probable that your potential customer also contacted your competition.

3. Like your first sales meeting with a prospect, make your email stand out. Tell them what makes you different.

4. Your prospect probably gets SPAM emails on a regular basis..
Make sure that the subject line is not confused with SPAM or your email may never even get read!

5. Make your subject line short and don't come across as a used sales car person. A simple subject such as: As per your request at ABC.Com is usually sufficient.

6. Do not send files larger than 500k (1/2 a mb) - as a lot of people are still on dial-up.

Following these simple steps will maximize the benefits of your web site. In today's fast moving economy, the old cliché "you snooze you lose" is more real than ever. And remember the web is no different than any other medium when it comes to building rapport/relationships with your clients. Have fun, stand out from the crowd and you will be surprised by the results.

Related Articles
  Lesson #5: Make It A Business Less Ordinary
  Secrets of Internet Marketing Millionaires! ~WHAT 97% OF MARKETERS DON'T DO
  Success Isn't Magic
  How to Start Thinking Outside the Box by Looking Outside Your Business
  No More Secrets

Article Tags: customer service, sales prospect, search engines



Related Forum Posts
Re: SES Toronto - Day 1! - ...oh and even though it's 21 secrets, why do you have [quote:1gz722fe]Tip #22: Use Your Thank You Page to Sell[/quote:1gz722fe] on your blog? Are you holding out on secrets or are you adding your own? Hope to see you at the next conference!
Re: When do you process online orders? - Hi, Kevin: When I order online, I expect to see the invoice immediately and pay it now so the retailer will ship it tomorrow. I am cautious and do not place the order if there is any hint that I may want to add to it. For me, I have rarely been disappointed to the point where I have returned something after ordering online. So, to answer your question, I would do unto others as I would expect them to do unto me :-] meaning, I would "expect" the online customer to be confident enough in their decision to order only when they are truly ready and hopefully be satisfied with the product when they recieve it. I do have a customer experience to relate, now that I think of it! About 10 years ago when involved with a particular Network Marketing company, I sent our product catalog to prospects, at their request, for the price of shipping. I sent several catalogs to people from Japan. One customer ordered an item, then decided they didn't want it once they received it and returned it. I reimbursed them the original cost of the product, but not the cost of shipping to return it. If an online retailer is concerned about this sort of thing, I think they could build a few "caution" notes into the ordering process, encouraging the customer at various points in the process to be certain they have chosen the correct item, and reminding them to hold their order if they think there may be anything else to add. I don't know if that would help, or not. GT :-]
Looking To Partner/New Business Ventures - Good Morning Everyone. I am looking to partner with investment/hedge fund/asset managers for the purposes of deal flow and passing business back and forth. My company provides a program that lends against listed securities while the owner maintains possession of them. It's been successful for us and we are looking to branch out to other professionals that we can complement. Please let me know if you may be open to the idea of new opportunities that may fit your client base. I'd be happy to provide references and success stories upon request. Have a great day and I look forward to hearing from the group. Todd Rome
Re: Get Improved Sales Optimization - Great Information Jason! As per the online business perspective, every user looking for relevant information and user friendly website structure. You can also provide 24hr customer support to make your customer reliable and easy.
Re: Starting a business while working a job - [quote="Evan":2fjndeo6]Hi TheAnonymousMan - it's an online business so it's easy enough to start part time and move it full time. This is actually what I did with my website although I transitioned from one business to another instead of working for someone else. The biggest challenge is the desire to be working on the company while he's working at his job. Of course you want to work on the exciting business building activities instead of helping someone else make money.[/quote:2fjndeo6] Hi Evan, an online business is the best idea for sometime who also wants to hold down a full time job. I run a part time business while working full time but miss out on clients who want to see me during business hours and also miss out on potential customer satisfaction for finishing off projects within a week for example. However in saying this, if I were to work fulltime and increase my prices I doubt I would have as much work and would most likely unsatisfy my clients, as I have clients who are mainly concerned about a low price than an efficient service. Although an online business can make an owner invisible, I've dealt with eBay Shops that are definitely owned by people who run them part time or casually. Sometimes I won't receive a product for a month or more or even replies to my emails, which indicates poor customer service and someone who doesn't really have the time or motivation to be running an online shop. As long as your friend realises the importance of exceptional customer service they should attract and retain the best customers.


Share this article with your friends. Fund someone's dream.

Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.

Tweet

Newsletter

Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!

Name:
Email:

Popular Articles

The Value of Small Businesses

The Importance of Master Data Management (MDM)

Suggestions

Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.