There is no denying there is a huge difference between shop floor customer service and online customer service. First and foremost, on the web you can’t greet your customers with a smile and offer them your instant help. But worry not, there are ways to make your online customers feel special too! Here are my top tips on how to create smiles all round and receiving that all-important positive feedback.

When you receive a question about a garment you should always try to reply as swiftly as possible. No one wants to wait two days to find out what material a bag is, by then they might have forgotten about it. I know we all can’t sit in front of the computer 24 hours, but by answering a question as soon as you see it rather than waiting until the end of the day is going to impress your customer and increase the chance of a sale.

2.  Personal, yet professional

You should, rather obviously, always write to your customers in a polite manner. It is the small details that will create a trusting relationship with your customer, so make sure you have no spelling mistakes. The language should be a good balance of professional and personal, professional enough to imply that you are a serious seller and personal enough to make your customers feel special (no one wants to talk to a robot!).

3. Communication is key

Your customers will get worried if they have placed an order and haven’t heard from you in a couple of days. Always, always, let you customer know as soon as you have shipped their item (and do so as soon as you can!). Knowing the item is on its way is like waiting for Santa to arrive at your door.If you have a tracking number (recommended) you should include this in your shipping message together with the tracking website address. We receive tons of positive feedback about our swift shipping and regular updates on the process of orders.

4. Can I have a refund?

Yes you can! Having a refund policy is key to any online boutique and we aim to make this process as hassle free as possible. Include a returns note with your packaging and once you have received the item back, process the refund as soon as you can. Once the refund has been processed you should let your customer know that you have received their item and that their money should be back in their PayPal account. If it is this easy to get a refund, your customer will feel safe to buy from you again and again!

5. Pretty little things

So, you may not be able to give a smile to your customer, but what you can do is provide pretty packaging that is going to make your customer feel special. Always make sure the item you are sending is clean, not creased and folded up nicely. We like to treat our customers by wrapping the garments in tissue paper (as this will also protect the item) and including a handwritten personal note with each sale. Including a copy of the order is also a good idea so that the customer can see what they have bought and how much they paid.  (Tips: Including a small gift or a promo code every now and again will definitely result in some great feedback!)

6. Be honest

Be as accurate as you can when you describe your garment, always ensure that any damage to the product is present in the description to avoid disappointment. The same things goes for sizing, provide all the necessary measurements and if the garment has been pinned on the model it should say so in the description.

7. The customer is always right

Everyone who has ever worked in retail or ecommerce knows that this statement is not always true. What is true however is that if you want to gain a great reputation and maintain a high score of feedback, going the extra mile for a customer is of immense importance. If something gets lost in the post it probably isn’t your fault but taking responsibility and issuing a refund as soon as you are sure the item is lost is worth it in the long run.