Tell me that this doesn’t sound familiar. You purchase a digital info product online and somehow the download link doesn’t work or you don’t even get directed to the page. So you contact the merchant to tell him about your problem and…
No response. Days go by and finally after maybe 3 or 4 days, the person gets back to you with a download link.
But sometimes you don’t even get a reply and you have to put in for a refund. Believe it or not, this is getting more and more common these days and it’s disturbing for many reasons.
One reason that it’s so disturbing, which has nothing to do with your own frustration of not getting the product, is that this is a black eye on Internet marketers in general. This is why Internet marketing gets such a bad rap. There is just too much of this going on.
Okay, but why should you care?
Well, you’re part of this industry. So, if the industry itself is taking a hit because of bad customer service, you are ultimately going to suffer because of this. Prospects are going to be hesitant to purchase your product or service, especially if they’ve been having a number of bad experiences. Sales will ultimately suffer. We don’t live in a bubble.
Anyway, I’ve decided to do my part to rectify this situation. Long story short, a customer of mine wasn’t happy with one of my products and asked for a refund. Instead of just shrugging it off and issuing the refund, I offered to redo the package to her satisfaction. It took me about 3 hours and when I was done, not only did she thank me but she also made a post at a high profile forum telling everybody about my great customer service.
Think this isn’t going to bring me more customers, not to mention the fact that she is now probably a customer for life?
So please pay attention to customer service. If everybody does this, the industry itself will get a better reputation which will translate to more sales for you.