Whether you’re a professional seller or just selling a few personal belongings on Apartment Therapy Marketplace, practicing good customer service can make a huge difference to your bottom line. As they say in business, products will drive customers to your company, but customer service will keep them coming back. Here’s four simple ways you can overhaul your reputation as a seller right now!
Positive experiences are described in the details
Try to think of the last time you had a great dinner out or a relaxing day at the spa and the impact it made on you as a customer. It wasn’t just the food or the massage that made the trip worth the money, time or repeat business, but rather all it was all the small details together culminating in an overall wonderful experience. In the same vein, think of ways to make your customer feel special and satisfied. You'll have many opportunities throughout their entire interaction with you to make a memorable impression.
High effort is a barrier to sales
From answering questions or arranging pick up, you’ll want to make the transaction as effortless for the buyer as possible. Responding quickly and thoroughly signifies that you not only value your customer’s time, but that you’re committed to providing them the best possible experience. A seller with a low response rate and lengthy response time is a clear indication to potential buyers that contacting you may not be worth the hassle.
Think commerce within a friendly conversation
Apartment Therapy Marketplace was designed to bring the best parts of online and local shopping in one complete package. The convenience of scrolling through furniture and home decor on our website (or app) while communicating with realpeople and supporting local businesses. This means every conversation is completely unique and with it the potential to tailor the transaction process so that it works for the both parties. Take the time to educate the customer about your items and be understanding with any questions that arise.
Dependable sellers start with a plan
Not every transaction will be the same, but your customer service approach should be! The key to providing consistent, quality customer service is to devise a step-by-step plan that will allow you to keep track of customers and their needs, but still give you the flexibility to offer creative solutions as the transaction evolves. Use your account inbox to pin important message threads that require your attention and always prompt customers to leave a rating on your conversations.
Find out more ways to increase sales by checking out our Seller’s Handbook or by reviewing our Selling FAQs!