How to Keep Customers Happy or Customer Centric Online Bookselling

Everything lies on customer satisfaction. To be in business and to remain in business you have to satisfy your customers. You need happy customers. There is an old Chinese custom that comes to mind here: It goes something like this:  “If you plan to open your doors for business, open your heart with a smile.”  Now I’m quite certain the quote is not exactly accurate word for word—but I think you get the idea. Basically, you’ll have to bite your upper lip a few times—because you know the customer is not always right.  Be nice, be level headed and do not do something or write, email, text or correspond in a way in which you might regret later.  Always keep in mind that negative feedback is damaging and even if it causes just one potential customer to buy from someone else because of a comment and unfavorable rating made by a customer, you have lost the battle.  Would you buy a book from a vendor with 92 percent positive feedback or one with 99 percent positive feedback? Who would you feel is the more reliable seller? Who appears to be more dependable?  Get the idea? It is critically important that you maintain a high positive feedback rating—99 to 100 percent should always be your goal.

It is often the case that pride gets in the way of doing good business. Although, the saying "the customer is always right" is not always correct, it is, nonetheless, that business owners still preach today.  We know that the customer is not always right, but it is still your responsibility to satisfy your customer.  You must become and remain, as long as you plan to sell books online, to be customer centric. Your customers are the center of your business; for without them, you have no business—and no hope.

What defines a customer centric organization?  First of all it is creating a positive experience at the time of sale and after the sale.  It is said that this experience can be leveraged against competitors who do not offer the same benefits or service, or offer the same buying experience.  This differentiates you from the others with their 95 percent positive feedback and your 100 percent positive feedback.
 
Proven customer service to combat potential negative feedback
 

1. Get your orders shipped on time (same or next business day)
2. Deliver what you promise (grade your books accurately)
3. Refund promptly
4. When you have made a mistake, fess up to it quickly
5. Do not have customers return inexpensive books--it is a hassle for the customer (keep the book at no charge--we'll issue a full refund today.
6. Apologize for even the smallest mistake or oversight. 
7. Do not use excuses ever.  (Use instead:  "Please accept our sincerest apology. We will issue a full refund today.) 
8. Give your customer options.  (Please accept our sincerest apology. There are a few options to remedy the situation: (1)  we can issue a full refund and you may keep the book free of charge; (2) we can send you another book immediately.  (If you have shipped the wrong book, most customers will simply want the correct book.  If you do not have the book, order it directly from another vendor and have it shipped to the buyer. In many situations you will be able to get the book for a lower price that what you sold it for.

 
Once in a while you will be face to face with an unreasonable customer.  She could also be a thief, a liar and all around despicable character. So do not be too surprised when you get one of these types.  And even after you have gone out of your way, loss money, time and energy to resolve a problem, you may still get nasty feedback.  Remember one thing:  there are nasty people still around.  On that note.  Good luck.
 
If you would like to know more about making a good income from selling used books online, get a copy of my book "How I Make $4,000 A Month Part-Time Selling Used Books Online."