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Friends:

Away From Your Competition

1. Stay In Touch

Stay in contact with customers on a regular basis. Offer them a free e-zine subscription. Ask customers if they want to be updated by e-mail when you make changes to your Web site. After every sale follow-up with the customer to see if they are satisfied with their purchase.

2. Friendly Web Site

Make it easy for your customers to navigate on your Web site. Have a "FAQ" page on your Web site to explain anything that might confuse your customers. Ask them to fill out an electronic survey to find out how make your Web site more customer friendly.

3. Easy And Free Communication

Make it easy and for your customers to contact you. Offer as many contact methods as possible. Allow customers contact you by e-mail. Hyperlink your e-mail address so customers won't have to type it. Offer toll free numbers for phone and fax contacts.

4. Teach Your Employees

Make sure employees know and use your customer service policy. Give your employees bonuses or incentives to practice excellent customer service. Tell employees to be flexible with each individual customer, each one has different concerns, needs and wants.

5. Impress Your Customer

Give your customers more than they expect. Send thank you gifts to lifetime customers. E-mail them online greeting cards on holidays or birthdays. Award bonuses or discounts to customers who make a big purchase.

6. Be Nice

Always be polite to your customers. Use the words Please, Thank You, and Your Welcome. Be polite to your customers even if they are being irate with you. Always apologize to your customers should you make a mistake. Admit your mistakes quickly and make it up to them in a big way.