There are some things in life and deflate like a refund request can be.
You have spent a few weeks or months (or years in some cases) to create a product. You work very hard to market and into the hands of your ideal client '. And they buy! Very interesting when you make a sale.
And then you get a request for a refund. Argh!
Luckily I have good news. There are things you can do to reduce your refund rate. And many of them will not cost you a dime. I will guide you through seven simple steps of simple tweaks you can do for your product to make a follow-up strategy is more valuable and easier.
Let us begin.
1. Enter the Quick Start CD or statements in the product. Product information can be overwhelming. You open the product and you have all the CDs and DVDs transcripts and worksheets, and you do not know where to start. Quick Start Guide (either audio or written) can give people a place to start and it can help them more easily consume the material.
If people feel overwhelmed, they just might decide they do not have time to figure this out after all and pack everything and get back to you.
(And yes, you can still be included even if the product is all digital.)
2. Include a Welcome letter or additional prizes (or both). Let us go through the Welcome letter first. A Welcome letter must:
* Reassure them that they make a good decision by buying your product
* Get them interested in exploring and using the products
Welcome letter could also provide additional information and resources, or can double as a "Quick Start guide" and give them clues about how they should begin. Either way, should make them feel good about their investment. (This again can and must be included with digital products.)
Now let us look a gift. gifts may be small, just a little extra bonus. Maybe promotional items, such as a pen or a bookmark. Or it could be an added bonus, it may report an additional unadvertised. Whatever it is, it only adds value and helps create an ideal client you feel like you overdelivering on value.
3. Send them a bonus, extra unadvertised at another time. With this, rather than bundling a bonus in the product, store and send it to them later. This accomplishes several things - your ideal clients feel cared for plus give you another opportunity to reach out and connect with them again. This is a good way to further build relationships with your ideal clients so that they do not feel like they are just a wallet "walk."
4. They call to thank them for their purchase. Yes, you read correctly. Pick up the phone and give them a quick call welcoming.
This can be a powerful strategy for several reasons. First, almost nothing is done in the world of the Internet so you really will stand out. Second, another way to overdeliver value for your customers. Third, this is a way to connect with them so they know they are more to you then simply sales.
I can hear you all say "I do not have time." That's nice, having someone on your team to do it. Not having to call long, just a quick phone call to welcome them into your community and to see if they have questions or need something from you. That five minutes can go a long way to really communicate a high level of customer care.
5. Create an auto-responder series welcomed. I am currently working with clients to create a highly integrated 30-day follow up email campaigns. You do not have to do anything complicated, but even 5 or 7 follow up emails to help customers get started with your product you can go far. Email this to:
* Reassure them that they make a good decision by buying your product
* Give them some additional tips for using the product
* Tease them about what's in the product, to make them happy to dive and start (remember, these people really go through your product is far less likely to return)
* Ask them for testimonials or encouraging them to refer a friend
* Upsell them to the next level
6. Add a call with your life. There are times where you can sell information products and earn top dollar for it and do not include interaction with you. Those days are gone. If you want to sell products without information or support from your call, the price of lower demand and be prepared for higher yields. But if you add in some training and / or Q & A and live coaching calls, then you can raise the price plus will reduce your refund rate.
People want accountability (and have those calls did not increase the level of accountability because they have to go through the program to follow the call) and they also want to interact with you. The more you can give people what they want, they more likely they will become loyal customers and fans raving.
7. Follow up with snail mail. I have found a postcard or letter of the newsletter is a great way to build and deepen relationships with my customers. Again, you can reach them outside the online world, sending something physical and do this after the sale. So the best way to stay connected with your clients. Of all the tips I gave, this one is the most expensive, but in the long run, it really can pay off massively.
There are some things in life and deflate like a refund request can be.
You have spent a few weeks or months (or years in some cases) to create a product. You work very hard to market and into the hands of your ideal client '. And they buy! Very interesting when you make a sale.
And then you get a request for a refund. Argh!
Luckily I have good news. There are things you can do to reduce your refund rate. And many of them will not cost you a dime. I will guide you through seven simple steps of simple tweaks you can do for your product to make a follow-up strategy is more valuable and easier.
Let us begin.
1. Enter the Quick Start CD or statements in the product. Product information can be overwhelming. You open the product and you have all the CDs and DVDs transcripts and worksheets, and you do not know where to start. Quick Start Guide (either audio or written) can give people a place to start and it can help them more easily consume the material.
If people feel overwhelmed, they just might decide they do not have time to figure this out after all and pack everything and get back to you.
(And yes, you can still be included even if the product is all digital.)
2. Include a Welcome letter or additional prizes (or both). Let us go through the Welcome letter first. A Welcome letter must:
* Reassure them that they make a good decision by buying your product
* Get them interested in exploring and using the products
Welcome letter could also provide additional information and resources, or can double as a "Quick Start guide" and give them clues about how they should begin. Either way, should make them feel good about their investment. (This again can and must be included with digital products.)
Now let us look a gift. gifts can be small, just a little extra bonus. Maybe promotional items, such as a pen or a bookmark. Or it could be an added bonus, it may report an additional unadvertised. Whatever it is, it only adds value and helps create an ideal client you feel like you overdelivering on value.
3. Send them a bonus, extra unadvertised at another time. With this, rather than bundling a bonus in the product, store and send it to them later. This accomplishes several things - your ideal clients feel cared for plus give you another opportunity to reach out and connect with them again. This is a good way to further build relationships with your ideal clients so that they do not feel like they are just a wallet "walk."
4. They call to thank them for their purchase. Yes, you read correctly. Pick up the phone and give them a quick call welcoming.
This can be a powerful strategy for several reasons. First, almost nothing is done in the world of the Internet so you really will stand out. Second, another way to overdeliver value for your customers. Third, this is a way to connect with them so they know they are more to you then simply sales.
I can hear you all say "I do not have time." That's nice, having someone on your team to do it. Not having to call long, just a quick phone call to welcome them into your community and to see if they have questions or need something from you. That five minutes can go a long way to really communicate a high level of customer care.
5. Create an auto-responder series welcomed. I am currently working with clients to create a highly integrated 30-day follow up email campaigns. You do not have to do anything complicated, but even 5 or 7 follow up emails to help customers get started with your product you can go far. Email this to:
* Reassure them that they make a good decision by buying your product
* Give them some additional tips for using the product
* Tease them about what's in the product, to make them happy to dive and start (remember, these people really go through your product is far less likely to return)
* Ask them for testimonials or encouraging them to refer a friend
* Upsell them to the next level
6. Add a call with your life. There are times where you can sell information products and earn top dollar for it and do not include interaction with you. Those days are gone. If you want to sell products without information or support from your call, the price of lower demand and be prepared for higher yields. But if you add in some training and / or Q & A and live coaching calls, then you can raise the price plus will reduce your refund rate.
People want accountability (and have those calls did not increase the level of accountability because they have to go through the program to follow the call) and they also want to interact with you. The more you can give people what they want, they more likely they will become loyal customers and fans raving.
7. Follow up with snail mail. I have found a postcard or letter of the newsletter is a great way to build and deepen relationships with my customers. Again, you can reach them outside the online world, sending something physical and do this after the sale. So the best way to stay connected with your clients. Of all the tips I gave, this one is the most expensive, but in the long run, it really can pay off massively.
by: Michele Pariza Wacek
Article Source:
http://www.articlecity.com/articles/marketing/article_5751.shtml
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