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Looking after Mail Order customersMany of the points in looking after Mail Order customers are the same whichever type of business you run. With your Mail Order business you will want to give your customers the best shopping experience possible. So think about each step along the way for your customer. From the first contact your advert or may be direct mailing or website. Is it clear and attractive? Is it easy to take the next step? Everything should lead the customer through to his/her purchase and beyond. Once you have delighted your customers with your product and service make sure the follow up is in place to lead them on to further purchases. This is all part and parcel of looking after Mail Order customers. Make it easy for your customers to contact you. Let it be seen that you are looking after Mail Order customers. All enquiries should be answered within 24 hours by email if you run an internet business Make it obvious that your business is run by a real person. People love human contact. Accept payment by cheque, money order, postal order, credit/debit card and also via paypal online. Make it easy for the customer to pay without worry. Remember the old adage: The customer is always right. Bend over backwards to keep your customers happy. Normally an argument won is a customer lost. Refunds or payment adjustments must be made immediately. Offer a money back guarantee. You can put a limit of 30, 60, or 90 days on this depending upon the products being sold. Pay back cheerfully. However, it would be wise to set a lower limit say products under £3/$5. Its just not worth the fuss and lets face it that is not much of an investment. Keep good, detailed records of your customers in order to serve them better. You need to build a good customer base. It is easier to keep happy customers than to find new customers. Give your customers / potential customers every piece of information they can possibly need. Make it simple to read and understand. Send follow up letters / emails / newsletters
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