In the face of the crisis, proper brand communication and positive user experience are more important than ever. Choosing a form of communication can increase trust and strengthen the relationship between the brand and the consumer, or conversely, undermine it and cause customer distrust or frustration. So how does the brand communicate correctly in a case of force majeure and what actions are not recommended?

In times of crisis, the consumer needs the attention of the brand

Currently, the market is dominated by three main lines of communication – silence, informational messages (room disinfection, distance keeping, etc.) and specific messages to the customer.

Information messages sent by companies about shortened working hours or disinfection of premises are required but not inclusive. The consumer feels connected to his favorite brand and is looking forward to his needs-oriented communication. Suppliers of a product or service must empathize with the customer and ask themselves: What is the customer thinking about now? What are they most worried about at the moment?

Instead of panicking, you need to think about how to make the customer happy

Today, people are quarantined at home and they need the ways and suggestions to dispel them boredom. At home, opportunities to enrich your daily routine with more engaging activities are limited, so companies that have relocated to the virtual space have taken a very smart step. For example, the sports club does virtual training and webcasting is an example of good communication. Also, National Geographic opened its paid resources to all readers.

In times of crisis, communication messages need to be rethought

Today’s communication needs to be constant and fast. Companies are required to follow customer reactions and plan their communications accordingly. Now every word sent has a much greater weight than ever before. It is important to remain empathetic and positive towards your customers, and in the event of a mistake, to apologize and continue your dialogue with consumers. Tennis champion Billie Jean said: “Champions play as long as they succeed.” So don’t be afraid of the first setbacks and keep communicating!

Today customers interpret the information differently than before, so all previously planned messages should be adapted to the situation. Communication that claims nothing has changed is inappropriate.

Content and tone are important to the user

What kind of messages should brands avoid? Avoid complex language! This kind of communication creates a cold distant relationship with the consumer, creates a sense of mistrust and the customers no longer want to continue the relationship with those brands.

The message must have a meaning

Identity is a vital factor that emphasizes the uniqueness of a brand. So spreading the message of brand identity is a must! By the way, crises often test how well brands adheres to its communicative values.

Brands that are currently offering a discount code with the phrase COVID19 will definitely not receive customer support. Customers do not want to feel that the business is exploiting this situation for additional sales.

Therefore, now that the market has decided to introduce a new product or service, it is necessary to communicate as clearly as possible the causes, consequences, and circumstances of that decision. At the moment, communication about the issues that matter to our customers cannot really be too much.

Team Dropton

To succeed in business today, you need to be flexible and have good planning and organizational skills. Probably the alone authentic idea is not enough to run a successful business, right? Also, you need to make people want to buy from you and let your goods to reach users. Ok, let’s take a look how to make your ecommerce business happy. 

Ready? Let’s go.

1 Your ecommerce website should function properly and look good

To start with, good design is about how something looks and works. Importantly, well-designed website makes strong first impression, helps convert visitors into customers and earns you more money. So, When designing ecommerce website, make sure it works well on all platforms: browser or mobile device that customer can use. Put your attention on mobile devices – how text and images will suit on a little screen.

Color psychology

Also, we really recommend taking a proper look at the psychology of colors to know how to affect your customers in the right way you need.

2 Use customer feedback to improve your business

“We all need people who will give us feedback. That’s how we improve.” 
– Bill Gates, Microsoft

Agree with us, one of the major problems on the Web is the lack of trust that visitors have…

Ask for customer feedback!

So, social proof always plays an important role in building trust. Don’t be afraid to ask customers for feedback to display on your website. Ask them what they really like or dislike about your website, products and customer service, and what you could do to improve about their online shopping experience. This is how your business will grow so fast.

Use partner logos

Also, provide social proof via client and partner logos. You can use it to show who your allies are. Of course, customer will recognize larger brands, but unknowns can make important impression as well. Knowing you’re good enough to work with those brands is also convincing someone you’re good enough to work with them.

Here are more practices for you:

  • Having the faces of people on your website can make visitors feel safe
  • Use authentic images, Generic and formulaic stock images are everywhere. Your website visuals should look like they were taken of you and your team in real situations. 
  • Create helpful content. “Buy these products now, because they’re the most awesome things ever!” – Well, it’s not the best idea… No one likes a constant sales suggestion, right? Instead of, design your website to help solve audience problems and touching their interests.

3 Your ecommerce website should be easy to find 

Right, the best way to lost your potential customer is…? Make their difficult to find what they’re looking for! Ok, let’s see what you can do to help your customers find you quickly.

Boost overall engagement

Promote your brand on a real time! You should use these tools:

  • Use social media to drive traffic to your ecommerce stores (Instagram, Facebook, Linkedin, Pinterest, Youtube) 
  • Your website
  • Build a blog about your industry and product lines 
  • Online listening pages like Google, Yahoo, Yellow pages or Urbanspoon
  • Review sites as Trip Advisor or Yelp

The importance of SEO

“Successful SEO is not about tricking Google. It’s about PARTNERING with Google
to provide the best search results for Google’s users.”
– Phil Frost, Main Street ROI

Customers know what they want. If they can’t find it, there’s going to be a problem. And performance will suffer. Quality SEO incorporates a positive user experience, leveraging it to work in a brand’s favor. As marketers know, Google owns a significantly larger portion of the search market than competitors like Yahoo, Bing, Baidu, Yandex, DuckDuckGo, and the many, many others.

Seo is an asset! It’s An effective help to generate sales and leads by using keywords. Using SEO tactics to relay your messaging for good deals, groundbreaking products and/or services.

Use Google Keywords Planner Tools to search the relevant keywords. Then take the trick to further organize all the keywords into two categories:

  • Buying-intent
  • Research-intent 

Know your target audience

The key to running a successful e-commerce business is to know well your target audience. Let’s say, how much money they can spend, where they spending time online and as what they value the most. Marketing success starts with knowing how to find your target audience. Well, you want to find who your people are. But how?

Use Google analytics. It has a ton of data about your audience. Also, find your target audience on Facebook with Facebook insights. Facebook provides every Page owner with a powerful set of analytics that is free for you to use anytime you want.

4 Build brand meaning

Well, we all love the memory we have of how brands made us feel, do you? Building brand value means finding the people who would find your brand as a valuable product in the first place, not just casting a wide market. “More than ever, we express ourselves with what we buy and how we use what we buy. Extensions of our personality, totems of ourselves, reminders of who we are or would like to be.”, according Seth’s blog.

5 Support your team

“Happy employees ensure happy customers.
And happy customers ensure happy shareholders – in that order.”
– Simon Sirk, motivational speaker

Happy team = happy business

To end with, one of the main keys to bring your business to success is to make your team happy. The secret to a successful company often comes down to that simple concept. Happier employees work harder, work better together in teams and are generally more productive. Being happy at work means thoroughly enjoying what you do and loving where you work.

Powerful ways to motivate and appreciate your employees

  • Get to know them. Ask about them free time after work, fun, etc. You don’t need to spy them! It shows that you interested in them as an individual instead of someone there to do a job.
  • Praise their work. Say “Well Done” when job done good. That will motivate them to do more good work since they will feel appreciated.
  • Your employees spend a large amount of time of their lives working in the office. So try to make the office look as friendly and appealing as possible.
  • Provide your employees with the training they require to advance in their careers and to become knowledgeable about the latest technologies and industry news.
  • Don’t let employees become bored… Plan a happy hour every Friday, have company lunches together in the office.
  • Please, avoid people burning out.
  • Be a leader worth following! 💡

Team Dropton

Every year, Mother’s day is the third-largest holiday after Christmas and Valentine’s day. According to the Search Engine Journal, this year is an expected spend of over $21.2 billion on this special Mother’s Day in the US alone! Shoppers are buying gifts not just for moms. They want to surprise also their stepmothers, grandmother, sisters, friends, and even daughters.

When is the perfect time to start your Mother’s Day advertising campaign?

We recommend starting promoting your campaigns 3 to 4 weeks before. This will help shoppers to decide what to buy and take the best shipping time. Before diving into Mother’s Day marketing strategy, think about who you’re targeting. Ask yourself: who do you want to reach with your products and what are their shopping objectives for Mother’s Day?

So, in this blog, we’ll put on your attention a list of 5 Mother’s Day marketing strategies 2020 that will help to boost your ecommerce business sales traffic. Let’s jump right in!

1 Start sending Mothers Day messages to your shoppers and email list

The email will play a big role in promoting your Mother’s Day marketing campaign

Create a special email marketing campaign with Mother’s Day as a wonderful theme. This helps ensure your consumers will think about your business when it comes time for them to look for Mother’s Day gifts.

You could include a list of your most popular products for Mother’s Day based on previous shoppers’ behavior to help find people the right products this year. Also, make it easy to find presents on a budget. Create customers the immediate option to shop for gifts within a certain price range.

Encourage urgency with countdown timers

Offer select product discounts on coming to Mother’s Day. Then, create a countdown timer into your email marketing strategy is an opportunity to increase urgency, as shoppers want to snap up a good deal before it runs out. With offers served in real-time, retailers can be sure that shoppers know exactly how long left time to buy your goods.

Use authentic images

Show real mothers in your emails! It’s such a wonderful strategy of creating personal, authentic images in your marketing emails. It goes with trust! Showing reals customers’ images in marketing strategy is an emotionally effective way to stand out.

Inform shoppers about delivery 

Of course, include a handy shipping guide to so customers know about order deadlines. Delivery arrivals are always a worry for online shoppers, especially for hurrying orders such as Mother’s Day gifts. Don’t forget to create last-minute email campaigns! Also, there is an amazing opportunity to offer next day delivery. This can convince last-minute shoppers to order from your online store. Offer free shipping on select Mother’s Day gift ideas. It’s a great method that will help you highlight key products you want them to sell.

2 Create a page for Mother’s Day shopping

Next, make it easier for Mother’s Day shoppers to find what they’re looking for! Add a special Mother’s Day offers on your online store homepage that people can find all the mom-centric products they need in one place. Take a good look at your products that would make every mother smile :))

3 Video Marketing 

Think beyond the sale 
The world reportedly watches 1 billion hours of YouTube social video per day. And those who are headed towards digital marketing sales grow should have a complete understanding of the power of video as a marketing tool. Of course, not every Mother’s Day video should be sales promotion. Consider what feels unique of your brand, and let’s be memorable among the other Mother’s Day advertising campaigns that your audience will inevitably meet. Make people impressed. Emotions drive a customer experience that will grow your business.

The great example “Pandora: The Unique Connection”

This iconic Mother’s Day video campaign garnered 20 million YouTube views. It effectively integrates the brand name into convincing storytelling: children are blindfolded and told to pick out their mother from a group of women. The video perfectly shows the little things that make the mother-child bond so special. The campaign either executed perfectly on the standard approaches or add an original twist.

“Marketing is no longer about the stuff that you make,
but about the stories you tell.”
– Seth Godin, American author and former dot com business executive

4 Ask your customers to share their mom-centric content

Well, Mother’s Day isn’t just about gifts for mams. Inspire people in making this special day even better through heart-warming content. Here plays a big role in the stories or photos that people share about their moms and relationships. So, give your customers the opportunity to share with you special stories about their moms.

Launch a giveaway for Mother’s Day

Everyone loves giveaways! This is a good way to get sales for your online store. So, your shoppers could submit stories and photos (along with a relevant hashtag) to share on social networks for a possibility to win your product to their mom on this special day.

5 Create Mother’s Day quotes or MEMES for social media

Share popular jokes, quotes or even share popular celebrity moms which inspire people all around the world. Be creative! If you lack the ideas of what to publish, take a look and get inspired by searching Mother’s Day Quotes on Pinterest.

Don’t be late!

Here’s Mother’s Day 2020 dates across the globe:

US – May 10
Australia – May 10
Ireland – March 22
France – June 7
Spain – December 8
Portugal – May 3
Middle East – March 21
Hungary – May 3
Germany -May 10
Austria -May 10
Switzerland – May 10
Greece and Cyprus -May 10
Israel – February 25
Russia – March 8
Ukraine – May 10

Team Dropton

On January 30, the World Health Organization declared the coronavirus a global public health emergency situation. Even so, the coronavirus is still causing the epidemic. On March 3, the virus had infected at least 92196 people and the death toll climbed to 3129 globally. It reached out to 37 other countries.   

The Chinese government took precautions of local and international populations’ safety and shut down the trade transportations. As a result, this outbreak has a high impact on the economy and business and affects at least 20% of the national GDP in 2020. 

In fact, most of the dropshipping business suppliers are from China. American and European dropshippers enterprises use the highly lucrative business model delivering products manufactured straight from China. Therefore, this period is a real challenge to run their business.  

On this point, let’s find out the strategy for dropshipping business during coronavirus. 

First of, what is the current status of the coronavirus?

China slowly back to life. Now, as some factories starting to work is clear that China is restarting. However, China’s efforts to prevent the virus does not match with trying the country to get back to work.  

According to the medics, the virus seems to be not so deadly as other coronaviruses including MERS or SARS. UNICEF says that over $ 42 million is needed to overcome the coronavirus. 

When can we expect the resumption of resume work?

China’s government classifies the regions of the severity of the epidemic and arranges for most important companies and factories back to work as soon as possible.

Factors related to the Dropshipping industry will not get support to be opened preferentially. 

How dropshippers should handle coronavirus?

Inform your customers

Manufacturing and logistics facility shutdowns due to the coronavirus could be longer-than-expected closures. First of all, be honest. You should apologize to the shoppers for the situation and prepare them for possible delays. 

Be professional and patient! Don’t take the customers’ complaints personally. Think you can always refund the money back, even give certain discounts to remain a friendly relationship.   

We have useful information on how to handle this situation and how to communicate with your customers:

Also, create an informational banner on your store website to make sure every shopper sees that your products are delaying. It’s even better if you not mention that it’s about virus issues and extreme situations. 

Improve  your business strategy

Plan your advertising budget according to your daily order ratio and reduce the advertising budget if it’s needed.

It’s a great time to improve a niche for your business, learn which IT solutions can facilitate your dropshipping way, find the most suitable and attractive design for your website, find out trending products to sell, etc.

After Chinese suppliers go back on track, you will be ready to boost your online store with new and higher goals!

Look for the partners who have warehouses in US or Europe

This situation is a great advantage to let your business opportunities grow.

Create a list of new reliable suppliers and confirm whether long-term cooperation can be foreseen. On this point, you can even cut down on delivery time and avoid major delivery delays.

Explore new territories. When your competitors shut down advertising and trading, now is a great opportunity for you to expand your business into new territories.

Also, use the AliDropship Plugins to build a product database. This will give you a list of partners who send products from any country that is needed for your online store.

Can the customer get the coronavirus from a package delivered from China? 

U.S. health officials said that there is no evidence to support the transmission of the coronavirus through imported products. There is a low survival ability of these coronaviruses on the surfaces. This is because the packaging has been shipped over days or weeks at ambient temperatures.

Of course, there isn’t clear research about the specific resiliency of this virus, because it is so new and not well known yet. 

The Dropton team 

Email marketing strategy has been around very long time, and for a big reason. It’s the most effective way of directly connecting and develop relationships with potential customers or clients. Also, marketers can turn one-time online buyers into loyal fans! 

Why email marketing services are so important?

  • The two biggest of email marketing advantages are price and easy to create
  • One of the most popular communication channel. Everyone (almost) uses email!
  • Increase brand awareness  
  • It’s an effective way to keep customers informed 
  • Email has been shown to build a better ROI compared to other marketing channels
  • You can track in email marketing tools bounce, delivery, unsubscribe, click and through rates

The main question: how to do email marketing? 

So, in this email marketing guide, we’ll explain you how to do this effective to generate sales.

#1 Know your online marketing goals

“People with goals succeed because they know where they’re going”
– Earl Nightingale, American writer 

Yup, marketing is all about your brand goals! Without them, you get lost easily. So, marketers who write down their goals and tasks are more likely to make them a reality. With clear goals in place, you can easily begin creating the strategy step by step to achieve them. 

Look, here is a list of common goals for an email marketing campaign:

  • Develop strong relationships with stakeholders by providing something they’ll value 
  • Re-engaging the audience that hasn’t been active for a while
  • Reach new email list and start to build a relationship with them
  • Segment your audience accordingly and send content that is relevant only them
  • Grow brand awareness

#2 Understand your email list audience

Knowing your target audience is everything! The more you know about your audience, the more powerful your email marketing efforts will become. 

You should this get to know about your audience:

  • Values
  • Personality traits
  • Opinions
  • Interests

If you know your audience, that will help you: 

  • Come up with an accurate list of topics and keywords to target to write your email letter
  • Create an effective user experience
  • Craft the meaningful message to cause your readers to take action
  • Optimize your emailing content 

OK, but how get to know the target audience of brand? 

Don’t worry, you’ll recognize them soon! Use data from Google Analytics and your social media profiles, like the Facebook, Instagram. It has a data on interests, demographics, and location, also a lot of other things, that’ll give you a view of who your customers are and what they’re interested about. 

Plus, there is social media the listening method! It goes with various social networks to discover what is being said about your brand, your competitors, and topics relevant to your business. 

#3 Email copywriting

“A copywriter should have an understanding of people, an insight into them, a sympathy towards them”

– George Gribbin

To start with, all marketer wants to create a hook that people want to read on, do you?

So for an effective email marketing, your goal is to communicate. Let’s think of your list as a friend. This starts with everyday language, short sentences and paragraphs. It should be easy to read and super easy to scan. Your task is to make people comfy! 

Make it personal

Remember: in this age of overloaded information, everyone is looking for a reason to delete your emails and move on. Really, they aren’t looking for a reason to put attention on them. But if you appeal to them on a personal way, you’ll stand a better chance of getting that email clicked.

Write for People! 

Hey, listen, these people have emotions, so don’t treat them only about business and don’t speak logical quotes all the times. Otherwise, that message is just going to end up in the trash… Writing to everyone on your list should sound by your natural voice and aim  to connect on emotional level.

Moreover, don’t forget your customers at the most important time! Remember them on their birthday, anniversary or on other special occasions. Send to the email a nice card and suggest gift or discount what they care about. Make sure you’re doing this with the mindset of touching your customer live and let them feel better. They will remember your brand about great experience you provided.

Make them laugh! Lol

Everyone loves to laugh! Calm down, you don’t have to be a comedian in order to pull off a humorous email. If you know their likes and dislikes, it will be easy to pull off a joke or make a tongue-in-cheek comment. By the way, it makes your emails more memorable.

You can always try to send a funny poll, GIF, video or awesome images. All this keeps readers more engaged.

Show the value 

Remember that you have to continually show the value to your readers. Feel the passion in your business and use this to your language. Every single message need to say something of real value. The higher value of each email you write, the more loyal your customers will become, and your click rates will increase.

#4 Track email data

Always keep a close eye on your data statistic of how many email addresses were undeliverable or what time of the day people opened your message mostly. These details will tell you a lot important information about your email’s performance.

Also, use Google Analytics on your website to tag your emails with custom campaign tracking. This can show you how the emails are driving traffic to your pages and how those visitors behave once they visit your site. Collected with this powerful information, now you can manage your marketing strategy. 

 #5 Grow email list

Next, your job is to make sure you’re constantly adding new contacts to your email marketing tools to keep your numbers moving up.

To grow your email contact list, you need to attract people with a special offer that provides value to your web visitors in exchange for email address.

Look, some great examples are:

  • Tutorial or education video to learn how to do one specific thing. The best part, videos have a higher perceived value!
  • A coupon to give those people what they are looking for
  • Challenge. For example, try to fitness, wellness challenge and so on. It creates a strong brand relationship by connecting a community– everyone is doing the challenge together, at the same time
  • Free consultation. This could be a successful key if you offer a service
  • Use a postcard on a sign-up page (and let people know what they’re going to receive)

  • Put a sign-up form on your Facebook Page
  • Offer an exclusive access “You’ll hear it here first!”

  • Collect through guest Wifi

#6 Make emails mobile-friendly 

Firstly think about your own experience when you open an email which doesn’t display properly on your mobile device. Even if it’s from a message that interests you, probably you not want to spend your time to deciphering the message, do you?

Here are advices to make your email marketing more mobile friendly:

  • Use smaller pictures to reduce load time. Many mobile users still use 3G or slower connections

  • Use a larger font. Small fonts are too difficult to read on mobile screen. A font size of 13 or 14 pixels makes your email substantially more readable on a small screen

  • Use a big call-to-action button. Big buttons are easier to press with a thumb

  • Don’t assume images will be show all mobiles (Android turns images off by default). First, make sure it looks good without them. Images should illustrate your message and not replace your content

  • All in all, must be tested on multiple devices!

#7 Keep your emails out of spam filters

Oh, do you have low email open rates? Well, one of the reasons may be that they fall into junk inbox.

Let us help you! Here are some great tricks to save your emails from falling into spam folders:

  • Avoid excessive use of “sales” speaking. These are spam trigger words like buy, clearance, discount, or cash. Also these kind of triggers you better forget as well: congratulations, great offer, guarantee, for only special promotion and so on
  • Include your location

  • Get the permission to them email and teach subscribers how to keep your emails organized in a special folder

  • Don’t use URL shorteners or full URL strings for your links. The entire hyperlink which is containing hundreds of characters into emails are looked from spam filters
  • Clean up your email contact list periodically if any subscribers  haven’t taken action with your message campaigns in a while
  • Include an “Unsubscribe” link. If you don’t, you will get spam complaints! Of course, when someone wants to be removed, you need to process it too

#8 Let’s test before sending!

Finally, this is the last one. Just to make sure, remember those keys before sending your email marketing goods for your subscribers: 

First, it’s very important to make sure that your name, address to reply, subject line, and preview text are all optimized well without any errors include. 

Double-check that whatever documents you’ve said you’ve attached are actually attached and they work well. Or, if you’ve paste a link to a doc, make sure the link is correct. No epic mistakes needed, lol! 

Also, make sure the format looks great on both your desktop and smartphone. 

So, this is it. In view of the above, give value, feel passion for your business, hold the pen and create a powerful meaning message to affect people

See you soon,
Dropton team 

Yes, excellent customer service is really powerful growth tool for eCommerce business. Beyond question, mastery of customer service gives a high competitive edge to your brand in a crowded market. So, on this point, we’re sharing the awesome tools to set up the right foundation.

“If you do build a great experience,
customers tell each other about that.
Word of mouth is very powerful.”
– Jeff Bezos, founder of

1 The Power of Listening

Say back what you’ve heard

Right, let’s start with the most important tool. It shows that you’ve understood the most salient points and lets the sender know that the message is put on your attention and carefully evaluated.
It can be done very simply just in one sentence. Just say: “I want to make sure that I understood you correctly”. Then repeat in your own words what you think you hear.
Or ask them to explain what you don’t understand they have told you. Also, you can ask the questions when everything is clear to show your properly attention.
Always remember that your feedback must be based on understanding, even if your opinion and beliefs are different.

“If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from that person’s angle as well as from your own.”
– Henry Ford

2 Welcome And Appreciated Customer

The customer likes to feel that he is buying, not selling to him

Well, speaking of Psychology, one of the main features of humanity is the want be significant. The attention putted on us feeds our ego and makes us feel special, isn’t it?
People who are struggling to be of service to others, gain an extraordinary advantage. So, on social media, email, phone or person to person, etc. You must make the person feel welcomed.

“Focus on user and prefer best practices of digital marketing, and the [rest] will follow.”
– Murat Yatağan, Vice President, Growth at Brainly

Wow, it’s you!

Do not immediately get happy when you’re answering the call! Of course, respond kindly and professionally. But when you hear who is calling, then let the smile illuminate your face and spill out with your voice. Here you go! The customer will understand that you were happy to hear him. This is called “Phone Power”.
Thank you. So simple, but so powerful
It goes beyond simple courtesy. “Thank you” at the right time helps to build the trust and customers will often lead to increased business and referrals.

“For ecommerce, the most important thing is trust.”
– Jack Ma, Chinese business magnate

Key phrases:

“Thank you for taking the time to asking for us about…”
“Thank you! We look forward to serving you again the next time”
“Thank you for your order”
“Thank you for choosing us. We’re glad you’re here”
Personalize the message
In truth, we absolutely love people that are interested in us! They become close to us and we usually respond the same way on their attention, do you?
Unfortunately, many people send customers the same sample of the message. Also, many people communicate with customers on messages as if they are driving a car. They think that if you don’t see a person face to face, you can speak roughly and unkindly. We hope so, those who have done this, now will change!

Key phrases:

“Hi (Name) your order of (Product) just shipped!”
“Hello (Name), welcome back!”

3 Let The Customer Become the Part of Business

Ah, it’s a brilliant idea for you! Mobile-only bank based in the United Kingdom Monzo, lets the customer share their feedback and ideas to help the brand improve its product. Every customer loves being able to have a voice in a business! The great advantage of this are not only done it increases brand approach. It also supports Monzo to build a truly customer-based product.

4 Always Use Positive Language :)))

We can do it. It’s possible. Let’s do this 🙂 Look, here’s no stress! People have enough stress in this world, isn’t it? If you want to get their hearts, you should be the genial that grabs them stress away. Go ahead! 🙂

Key thoughts:

First, avoid sounding pushy! You don’t want your customers going to avoid you, do you? So, instead of “You‘ll have to,” say “Could you” or “Would you be able to” or “What I’ll need is…”
Use YES Instead of no. “No, because…” -> “Yes, as soon as…”
Brighten your messages with happy emoji! 🙂
Use as more as you can positive words to get the results

“I don’t know how to do this” -> “We can learn how to figure it out!”
“It’s not possible at the moment” -> “We don’t have this item at the moment. We’re happy to say, it will be able on the next week. We can place your order and make sure it will be sent to you as soon as it gets to us. Is it good for you?”
“Happy customer is a walking advertisement.”
– Kwan Harsono, founder and CEO

First, avoid sounding pushy! You don’t want your customers going to avoid you, do you? So, instead of “You‘ll have to,” say “Could you” or “Would you be able to” or “What I’ll need is…”
Use YES Instead of no. “No, because…” -> “Yes, as soon as…”
Brighten your messages with happy emoji! 🙂
Use as more as you can positive words to get the results

“I don’t know how to do this” -> “We can learn how to figure it out!”
“It’s not possible at the moment” -> “We don’t have this item at the moment. We’re happy to say, it will be able on the next week. We can place your order and make sure it will be sent to you as soon as it gets to us. Is it good for you?”
“Happy customer is a walking advertisement.”
– Kwan Harsono, founder and CEO

5 Conflict Resolution

Oh, one of the main mistakes of conflict resolution is to look for who is guilty and who is right, or who is good and who is bad… Wait! In the worst case, such issues are dealing by lawyers or professional consultants.
Please, take your responsibility – don’t lay blame others. 🙂 It’s not stylish! Instead of “It’s not my fault,” say -> “ Here’s what I can do to fix that.”

Be an expert of communication!

Ask questions, listen! Same as we talked in the first trick, rephrase what you heard to check customer understanding, and take a genuine interest in each person’s concerns.
Instead of talking about the past, talk about what you can do now and in the future. Voila! Here’s your highness communication excellence!
All in all, end the conversation with a good note. Importantly, always make sure that involved customers leave the conflict situation feeling that they have won.
To stay professional in a process, use the CARP method:
Control the situation
Acknowledge the dilemma
Refocus the conversation
Problem-solve so the customer leaves happy

Show empathy

Empathy is the key to customer support! This understanding form is dealing with all parties are happy with. In a real-time environment, demonstrating empathy needs to be the default approach.
Certain phrases to make your upset customer feel more at ease and calm down:
“I know how important the product is to you.”
“We understand your position and know how confusing it can be.”
“We know how upsetting this must be.”
“I would be so annoyed in the same situation”
“Empathy is the ultimate form of customer insight”
– Don Peppers, founding partner of Peppers & Rogers Group

Ups! Don’t forget apologize

Well, the best customer service trick is based on the knowledge of what are you apologizing for. The typical one “I’m sorry you’re upset” is not a good example of understanding the problem and doesn’t works well.
Put yourself in the customer’s shoes and imagine how the problem affected. Did they lose money or they lost trust in your products? Well understand through the context for your customer’s anger and write an apology.

6 Know How to Close a Conversation

Make sure all their needs are done

The way you respond to your customers shows how you respect them and their. Also, this is really important to maintain a close relationship for the future.

Keys phrases:

For good measure, before you end a conversation, always throw in an extra question: “Is there anything else I can help you with today?”

“Should you have any questions, please let us know”
“We would appreciate your attention to this matter”

And then:

“We’re looking forward to hear back from you”
“I hope you continue to enjoy our service!”

Bring to your attention:

  • Look at things in the eyes of customers! 
  • Feedback must be based on understanding
  • Use a personal message to create a meaningful connection
  • Let the customers feel appreciable by saying them thank you
  • Make sure that involved customers leave the conflict situation feeling that they have won
  • Words has a huge power! They can help you to create long and trusted business friendship
  • Use as more as you can positive words to get the results
  • Rephrase what you heard to check for customer understanding
  • Empathy is the key to customer support 
  • The best customer service trick is based on the knowledge of what are you apologizing for
  • Put your attention on closing conversation 

Right, do your best, enjoy and believe in your business success!

See you soon,
Dropton team