Recently, I had a recommendation to a website called Fiverr by Neil Patel. On this website, people post gigs for $5. There is a huge variety from gifts to advertising, to travel, to even tips & advice. If you can think of it, someone can likely make it happen within means for only $5. How would you like to send a postcard to a friend from Paris, France. For $5, someone will take care of that for you! Perhaps, you have a new product that you would like to have reviewed. For $5, you can have someone on the other side of the country to a video review that you can share across your social networks and your clients. One of my favorite purchases was one that I did for my friends in early February. I had someone in Costa Rica write a short note to wish a Happy Valentine’s Day to my friends. Don’t believe me–click here.
Depending on how much you value your time, it may be a good time to check out Fiverr.com. Look at it this way, if you feel your time is worth $50 an hour, then it is more economical to have someone else do the task for $5. You are as the economists would put it “better off.”
Now this sounds fine and dandy, but what happens when a seller doesn’t deliver. On a recent gig, a seller made a claim that they delivered work. However, nothing was provided–at all. I wrote back to the seller, asking if there was a miscommunication. A couple of days went by and there was no response. I sent another message and heard nothing. Thinking perhaps they were traveling or something came up (things do happen when we least expect them to). After a little over a week, I gave in and sent a short message to customer service.
Hello my name is Lorenzo. I’m writing in regards to order #——-. About a day after I placed the order, the seller wrote back that they had completed the gig and requested that I leave positive feedback. However, nothing was provided. I’ve contacted the seller several times by sending messages but I have not heard back. Please advise.
About five minutes later, I received an email to my inbox from customer service:
I canceled this order and placed the funds back in your shopping balance. On your next order, we will use these funds instead of redirecting you to PayPal.
I’m here if you need anything else.
To say I was impressed in an understatement. For one thing, I did not expect a response for a couple of days. Moreover I received assistance on the weekend! Not only did customer service handle the issue promptly but they extending the opportunity to continue assisting me with any further issues that I may have.
How can you apply this to your business
We know that issues do arise from time to time–this is a simple reality of conducting business.
- When troubles spring up, do let the customer know that you truly understand their issue.
- Rectify the issue in a timely manner and provide an estimate of when this will be completed. If multiple options are available, do share this with the customer. The easiest one for you may not be the best to building trust which creates repeat customers (customer loyalty). This may be a given but be sure you solve the problem the first time.
- Upon providing a solution, do let the customer know that you are there to further assist them (when provided with lemons –> make some delicious lemonade). You want to leave the customer better off than before the issue.
Bonus: under-promise and over-deliver can do wonders for boosting business. This strengthens what the marketers refer to as “customer delight.”
Image source: Jeff Bauche on Flickr