Resources for Information Product Producers from Ghost Leg Media
Jan 03 2010
It’s bad enough when you know you lost a sale. At least then you can take whatever steps are necessary to ensure it doesn’t happen again. But what about the sale you didn’t know you lost? Must your customers jump through hoops before they reach your shopping cart? Do you offer them the payment choices [...]
Apr 02 2009
April Fool’s Day (April 1 in the USA) is an internet institution. At no other time of the year are the frat boy roots of computer science thrown into such stark relief. Dozens of major web sites roll out practical jokes: some clever, some stupid, precious few worth the time or resources devoted to them. [...]
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Mar 20 2009
Have you wasted time with tech support, listening to a detailed response to a question you never asked? Now turn that around. Have you wasted time on customer service, giving a detailed answer to a customer’s question, only to receive in reply some variation of, “No, I meant my other left”? Some fields have specialized, [...]
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Jan 09 2009
In a recent teleseminar on Brian Clark and Jon Morrow’s Partnering Profits, Rich Schefren said customers don’t want information – they want advice. Think about that for a minute. The internet is full of information. The answer to every question is somewhere on Google, if only you know where to look. But that’s the problem [...]
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Jan 08 2009
Merchants, online or off, suffer from the delusion that customers care about the businesses they patronize. No, we don’t! Customers go to a store to buy or to pass the time or because they were walking down the street and a clever window display caught their eye, or, or, or… a hundred personal reasons that [...]
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Jan 07 2009
Why is Good Customer Service such a hard concept for eBay sellers to grasp? I have lost count of the times I have heard a seller say, “I offer great customer service … but…” There is no “but.” It doesn’t matter if the buyer is a jackass. It doesn’t matter if the buyer sends rude [...]
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Dec 15 2008
Sometimes good customer service means saying, “No.” We’ve all had clients who demand services we don’t provide – or customers who want products we don’t carry. The temptation to say, “Yes, I can do that,” “Yes, I can get that,” “Yes, whatever you want,” is strong. Maybe you can contract out some of the work. [...]
Nov 27 2008
How many ways are there to tell your customers to take a hike? I was recently asked to rewrite a customer service letter for a landscape company. Every December and January, this company lays off most of its crew and cuts back its service. Right before the reduced hours begin, it sends a form letter [...]
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Nov 11 2008
Is customer service an expense or an investment? Consider this story: Cindy Shebley, an eBay PowerSeller, fired one of her product suppliers because of their brain dead customer service. Cindy was the exclusive sales rep for a specialty product. She would make the sale, then contact the product creator who would ship it to the [...]
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Nov 04 2008
Are you listening to your customers? Really listening? Communication is an amazingly complicated transaction. Words, spoken or printed, are just the beginning. Conversations take place in a hidden web of experiences and emotions. When a customer says, “Why is this so expensive?” they may mean, “Are you trying to rip me off?” Or they may [...]
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Oct 24 2008
Lately, I keep seeing forums and blog posts where sellers are arguing with buyers. Where is the profit in that? What do you get when you win a fight with a customer? An ex-customer. Feel better now? Do you know the cliche about Customer Service? Rule #1 The Customer Is Always Right. Rule #2 Sometimes [...]
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Oct 02 2008
No one admits they are in favor of bad customer service. You’ll never find a business person who says, “Pleasing you is worth about $4.37 on a $500.00 sale – so you get 2 minutes – and no more – of my time.” You will find thousands of people who say that Customer Service is [...]
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