What happens AFTER the sale is just as important as what happens BEFORE the sale. If you don’t communicate effectively after the purchase, buyer’s remorse sets in very quickly.
Buyer’s remorse is when your customers regret making a purchase. It’s one of the big reasons why people complain and/or get refunds.
Here’s 7 ways you can prevent buyer’s remorse:
1. Add value before they buy from you – sharing great content, how-to tutorials, tips and hacks
2. Affirm customers have made the right decision – A simply email congratulating customers on making a smart decision to buy from you is a great way to help
3. Keep talking– You can even tell customers how to get the most out of the products they’ve bought and continue to nurture your customers with great content so they’re more likely to repeat buy from you
4. Set expectations – Nothing’s worse than radio silence or not knowing what’s coming next. Be CLEAR on what’s coming up or going to happen so there aren’t any surprises
5. Make it easy for customers to contact you – Don’t make customers jump through hoops to contact you. They should CLEARLY understand how to get in touch if there is a problem
6. Appreciate your customers – Sending thank you notes with their order, offering loyalty discounts, offering member-only surprise bonuses and gifts are all ways to thank customers and keep them coming back for more
7. Onboard customers where appropriate – Some business models benefit from an onboarding process. For example, if you have a high-level consulting service, get clients into a welcome session and share some amazing bonus content with them. You could even give them a ‘Jump Start’ call to get them started in your process as painlessly as possible
In short, you NEED to make your customers feel valued at EVERY stage of the process, and not just before the sale to keep them happy.
