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The customers are vital to the success of a dropshipping business. Without them, the business will fall.
Keeping the customers happy and satisfied with their experience in their dropshipping store is a priority for dropshipping business owners. A happy customer will not hesitate to spread good words about your business and will likely become a loyal follower. However, it is hard to please customers these days. They have high expectations about businesses and when those are not met, they could get angry and will have no qualms about ruining your business.
A business only survives when people support it. Without their support, you’ll just be wasting money on your efforts, and that’s a huge loss for you. People are not created equal and they think and behave differently too. Some would be understanding about the inability of your store to in meeting their expectations while others won’t be as open-minded and reasonable. The latter are the type of customers that you should handle carefully and properly. A wrong move from your part can worsen things instead of arresting them. In today’s article, I’ll tackle the best ways to handle angry dropshipping customers, so stick around!
What makes customers angry about a business?
The customers have high expectations in any business that they deal with. They want value for their money by getting high-quality products and great customer experience. If you fail to meet any of their demands, they’ll end up dissatisfied and will complain about the shortfall. The most common issues that can anger customers include:
- Damaged products or the product is not functioning properly.
- Wrong product sent or the product is not what they expected.
- Products did not arrive at the same time.
- Some products are missing or not included in the package.
- Shipment can’t be tracked.
- The package was delivered to the wrong address.
- Lack of response from the business about their concerns.
- Shipping delays or shipping takes longer than promised.
Sometimes, no matter how organized you are with your business, customer complaints can happen because people are just different. You should be prepared to handle their issues properly to avoid getting your dropshipping business ruined. Keeping everything under control is no easy task and not everyone can be appeased with your explanation or offers. Yet, damage can be huge if you don’t do anything at all or you mishandle a complaint. You’ll end up processing refunds or get charged with chargeback fees.
How to handle angry dropshipping customers?
It takes a lot of patience in dealing with angry customers but, it’s something that you or your customer service team should immediately act on. When facing irate customers, here are things to keep in mind:
- Stay calm while handling customer complaints even if they insult you personally.
- Even if the customers are wrong, don’t say they’re wrong explicitly.
- Treat your customers with kindness and respect because it is the best way to handle them.
- Vanish customer suspicions by admitting that the problem exists and promise to investigate the matter.
- Offer solutions to customer issues that will help make them see the real situation so they can feel more relaxed about their purchases.
- If you made the mistake, make it up to your customers by offering something to express your sincere apology.
This article has more about handling dropshipping customer issues.
Shipping delays are rare but they can happen sometime in your dropshipping journey. Reasons such as upsurge of orders during the holiday season, supplier runs out of stock, or unforeseen circumstances such as deadly virus outbreaks, bad weather, natural disasters, and accidents can hinder the on-time delivery of products and services from the suppliers to your customers if they’re on affected areas. Some shipping delays cannot be avoided but still, it is a delay that not all customers could understand. To handle shipping delays the right way, I suggest that you read this article.
How to stay on your customers’ good side?
You might not be able to achieve zero complaints in your dropshipping store but you can minimize them. By implementing preventative measures, you’ll not be spending more time fending off attacks from unhappy customers in the future.
Preventative Measure #1: Choose the right dropshipping suppliers
Issues like wrong product sent, missing products, shipment not trackable, and misdelivered packages can be revented when you work with a reputable dropshipping supplier. Here are tips on how to find the right one.
Preventative Measure #2: Ensure the quality of products
Buying dropshipping product samples is one way of eliminating potential quality issues. It will benefit both you and the customers. You can ensure that every order in your dropshipping store will be worth the money your customers paid for them and you can avoid costly consequences later on like damaged products or the product is not functioning properly. To learn the benefits of buying product samples, check out this article.
Preventative Measure #3: Deal with long shipping times
There are 5 ways you can deal with long shipping times when dropshipping with AliExpress. By using these methods, your customers will not be complaining about long delivery times. Learn about them in this article. However, if you want to resolve long shipping times for good, these surefire ways can help you do that.
Deal with angry dropshipping customers using the methods discussed in this article. By handling them the right way, you’ll not only avoid damaging consequences in your dropshipping business but, you’ll gain a loyal customer too.