"Don't think on how to sell, but how to keep on selling".
In order to achieve that, I believe that we need to practice a good customer service so people would come back to you for the stuff you offer. Can you agree with me on that?
Anyway, I've came across najjah.com while bloghopping and came to love the tudung they sell, despite having read here that their customer service is BAD. So I ordered one tudung and waited for it to arrive, but it didn't. After checking with them, it seems that the pos laju person tried to deliver the parcel but no one was home, so the delievery couldn't be done. I called the post office people, and they told me to come pick it up at the main post office, which is like at the other end of Penang, from where we live.
But I was still ok with it, until........ I got the reply from the one handling my order on behalf of Najjah.Com. She was not only NOT COURTEOUS, but she was totally rude, putting the blame on me on the fact that I didn't include my contact number in my order, so the postmen couldn't call me.
"...Unable to deliver the item due to addressee not available at time of delivery. maybe u xde kat rumah kot time diorg anta parcel...u pun x bg contact no cane posmen nak call...xkan posmen x tinggalkan surat suruh pick up kat post office ekk...blh x u call no ni customer service posline 1-300-300-300 spy u blh trace parcel u sekarang ni berada di mana...."
Well, that's her exact reply to me. I don't mind so much having to pick up my stuff at the post office, but the least she could do is to be courteous in replying the email. At least say that you're 'sorry for any inconvenience caused' instead of twisting the whole thing and putting blame on others. Though you might not think that it was your fault, but still! Have you people ever heard of GOOD AFTER SALE SERVICE?!? That's exactly the quality that differentiate one product from another. Anyone can sell tudung, but NOT EVERYONE can make their customers happy while doing it.
I'm doing an online business too, and I've had tough customers just as well. But I learned from mistakes and tried my very best to keep them happy, just so they would be returning to order the products that I have to offer.
But I guess Najjah.Com didn't. Because we've had complaints about them here and who knows how many others that I haven't come across, and here they were doing it again to another customer. You people better brush up your customer service skills, or else, you will be losing more and more customers soon.
Well, all I know is that you have just lost one!