According to Sentient AI, creating a successful ecommerce business entails keeping your customers happy without losing your dignity. Achieving both is a hard thing to do, especially, when you deal with challenging customers who want it their way or no way at all. This is your business, not theirs. You need to set boundaries and those come with several options to choose.
The Ecommerce Customer Experience: Four Ways To Take Charge of Your Customers and Take Your Business in a Positive Direction
1) There is a difference between wanting to be nice and needing to be nice.
“The difference is too nice- Where ends the virtue or begins the vice”.
You cannot expect your customers to set boundaries because they are in the business of taking them away. You need to identify where the feeling is coming from with your customers. Is it coming from the heart or from burden? The first one comes from a good place. The second one comes from fear, guilt, passiveness, etc. I have dealt with all of them. How about you?
2) Are you helping your customers because it is the right thing to do, or because you are expected to do it?
“A smile costs nothing and gives a lot”
You still need to paint a smile on your face with the ecommerce customer experience. The question you need to ask yourself is: Are you choosing to wear the smile, or is the smile painted on”?
3) You should not worry about trying to please everyone because you will not be able to. Those who receive your thankless giving daily are going to take advantage of it. You do have the right to tell a customer “no”, especially when their desires become too extreme.
“At home, I am a nice guy, but I don’t want the world to know. Humble people, I’ve found, don’t get very far”.
4) You do need to be firm when you tell your customers “no”. You also need to give your customer a reason for the “no”. Customers need to feel validated, even when they are denied something.
Handling the ecommerce customer experience online is tricky, but you will get the hang of it. Practice makes perfect. The more confident you are in handling your customers, the more confident you will be in yourself.