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Internet Business For Newbies
The Importance Of Over-Delivering
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The Importance of Overdelivering
As an online merchant, your customers cannot see your face. They cannot
hear your voice when you are recommending your products, and they
cannot see the emotions on your face when you are telling your
customers what benefits they can derive out of your products.
The Internet is a level playing field for every Internet marketer and
merchant out there. The sheer connectivity means that you can reach
every individual in the world. You are not limited by geographic
constraints and anyone can be your customer or client.
This is precisely why you should overdeliver. When every competitor of
yours has access to everyone in the market, your only way of winning
the battle is to overdeliver, again and again. When
you
overdeliver, you present yourself as a person with the customer%u2019s
interest at heart. You become a trusted friend and not a greed-driven
marketer out looking for their money. Overdelivering is simply your
only way to differentiate yourself from your competitors.
You can start overdelivering by providing superb support for your
customers. How many times have you been turned away with rude answers
when asking about a certain product you purchased? Compare that with
the number of times you have been provided very good service, as if
you're being helped by a personal friend. The ratio is just off
balance, proving how scarce good customer support is. By providing
excellent support to your customers and answering to their every needs
patiently, you will gain customers that are fiercely loyal to you
because they know you have their best interest at heart.
When you provide excellent customer support, you're already ahead of
most of your competitors. Take it a step further and think: in what
other ways can you over deliver to your customers?
One very good way is to give your customers a pleasant surprise when
they make a purchase from you. For example, if a customer buys your
cooking utensils, you might throw in a bonus recipe book for them.
However, do not use the bonus as an incentive for the customer to buy
your products. Your products must be good enough to make the customer
buy it in the first place, and the bonus must serve as a surprise
element; you must not announce it in the product catalogue.
The final way is to build a long-lasting relationship with your
customers. If a customer buys regularly from you, you should send
greeting cards during birthdays and on every holiday, be it Christmas,
New Year, Easter, even Chinese New Year! Your customer will again
remember you as a friend, not a business associate, and will favour you
above other merchants because of the warm relationship.
So, remember to start overdelivering today!
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