This piece of advice goes for everyone wether you’re a freelancer, hardened entrepreneur, a startup, or working on side income.
For anyone who owns an Amazon/EBay or any business you might notice that only 2%-5% of all your sales get a review. Most of the time it seems like they’re pretty negative.
I currently have an average of 83.3% review rate for all sales across all of my selling platforms.
I’m going to go into how I do that:
1. Make sure your business focuses on customer experience.
What I mean by this is how you engage with your customers and create an experience that is personal and engaging. This may include:
•Hand written notes
• Small little nic nacks that relate to the order if it’s a particular niche I am serving (including a handwritten note on this saying surprise also is a huge impact)
This is big. One way to make this even more impacting on your customers is also by making it personal. Not just a generic email where you copy and paste their name into the blank. No, on some selling platforms such as Etsy or EBay you can personally message your customers. I use this to let them know when:
• I have viewed/received their order.
• I am personally packaging their order. I will occasionally take photos and send. (I also do this as insurance purposes to show that when I sent them to Usps it was in perfect condition).
• I am leaving/on my way to usps with their order.
• I have dropped their order off and will provide their tracking number in the message AND input it when I mark the order as shipped.
• When their order has arrived I personally message them to ask how the package arrive sans if there’s anything I need to do if it ended up damaged on the way.
• Birthday cards or sending a Thank you card later for putting a review and for ordering.
All of this creates a personal experience. Not only will you create more sales from this individual person but it’s like a butterfly effect. Why?
• Great 5 star reviews made mostly with paragraphs and no negative reviews helps a customer know that they are dealing with a great seller who cares about their customers. So they are more likely to buy (more sales).
• 80% of the time the customer will post on their social media about the experience and their friends will buy.
• If you are loyal to your customers they are loyal back which leads to repeat sales.
I hope everyone can get something out of this. Not many companies are personal with their customers. Despite they are small things it stands out for that reason. I also hope this helps create more genuine companies and small businesses.
- Emily Soloman