Customer service generally gets a bad rep. Worse still when it comes to online shopping.
It’s just so easy for people to ignore the emails.
Then bring unhappy customers on a ride, diverting them here and there until they eventually give up.
I hate that.
As someone who has purchased around $100,000 worth of digital products, there have been many times when the product was flawed or I needed help or it was just a straight up scam.
And a lot of the time it’s been close to impossible for me to get a response from the vendor, let alone a refund.
So once I started creating products of my own, I made it a point to have a reliable customer service set up to handle any questions, feedback or complaints.
Now I’m not perfect. Far from it.
A lot of businesses, both offline and online, make the mistake of not knowing how to deal with negative feedback from their customers.
And this was especially true for me.
At the beginning I would be cursing the person who asked to refund a product I promoted or created.
Naturally they would get their refund as promised, but on my end all that unnecessary anger was useless.
The only outcome was that I’d be raging on my own and pulling myself down.
After years of experience I’ve come to realize that negative feedback can easily be turned into a positive experience.
“Your most unhappy customers are your greatest source of learning.”
– Bill Gates
Nowadays if I receive an email asking for a refund, rather than getting upset, I take the time to get to the root of the problem.
I’ll ask what they didn’t like about the product, how it could be improved and what it was that made them want to purchase it in the first place.
Be sure to make it clear that they will be receiving a full refund, but you simply want to record their feedback so you can serve them better in the future.
That way it won’t seem like you are trying to talk them out of getting their money back and they’ll be much more willing to open up to you.
This provides valuable insight:
1. For an affiliate, you know what to look out for in the next product you promote
2. And for a vendor, you are given a detailed blueprint of what your targeted customer wants.
On top of that, by asking these questions and opening up a discourse with your unhappy customer, you’re building a relationship.
You may have lost a sale, but not necessarily a customer.
With their feedback, you can become a better provider. And by establishing that relationship, the chances of them buying your next offer is even higher.
Suddenly you won’t be viewed as an enemy. But rather as a beautifully imperfect human being.
And as with everything you do, value should always come first.
This will definitely shine through and your customer is going to see that you have their best interests at heart right?
I mean, we aren’t in the business of selling crap for profit.
I’ve always told my team and students that as Internet marketers we have two primary goals:
1. Help others by providing viable solutions to their problems
2. Be rewarded for giving customers a good product through payment
At the heart of it all we strive for win-win situations every time.
So remember to look on the bright side of things.
Turn your negative comments into positive insight.
