Being a small, niche ecommerce site (around $50,000 in gross sales last year), customer service is very important. We can’t afford to lose a customer because of miscommunication. With that being said, “Is email always the medium of choice to talk to your customers?”
Leotard Crazy is a gymnastics pro shop. Our customers are not buying our products online because they are net junkies; they just can’t find the products anywhere else. Our customers are not gymnasts, they are the mothers and grandmothers of gymnasts. Our customers are NOT computer literate…are yours?
We know our customers and we know what works for us. We send emails each and every communication that we make with a customer, but that is not enough. There are certain messages that require a personal touch.
Any time there is a problem with an order on either side (ours or customers) we give them a phone call. If an item is on backorder, we give them a phone call. If we are no longer stocking a specific product, we give them a phone call. Credit card issues, we give them a phone call. Some of our customers do NOT check their email and we know it’s our responsibility to keep them informed.
Keep your customers order after order, give them a phone call! Many of our customers know us by name.
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