Your customer just bought your product. What are you doing to make sure it isn’t returned?
For my birthday this year, my wife got me a new electric razor. In reviewing the enclosed documentation, I saw a sheet of paper stating:
Please stick with it. It’s worth it.
Like many of the finer things in life, your Panasonic Sonic Shaver requires a little time to get used to.
That message was timely because my initial impression of the razor was not great. I wanted to go back to my old razor. I was full of doubt.
That doubt was curtailed by the simple piece of paper I noticed as I emptied the box. I thought, “oh, this is normal, I just need to give it some time.”
We all get that feeling of doubt after a purchase (especially with expensive purchases). You, as a business, need to help customers get over that hump. You don’t want them to act on that doubt and return your product.
At the time of sale, explain to customers what to expect once they take your product home. The picture in the customer’s mind might not match reality. You have to set the customer up for success.
Like my razor’s package, include a note or instructions of what to expect once the customer begins to use your product. Include pictures, words, how-to steps, etc. that will erase many hurdles your customer may encounter.
Create a Great Experience
Please make your “out of box” experience as smooth as possible. Your product should be easy to assemble, plug in, and work. Complex setup will reduce your customer’s chance of successfully using your product. If they can’t get your product to work, it doesn’t matter how great it is!
From pre-sales to product packaging and onto post-sales support, you need to guide the customer along so they have a great experience.
Identify common concerns, doubts, or problems with your product and either fix the root cause of those issues or help mitigate them with adequate communication.
What are you doing to counter any doubt the customer has once your product leaves your store?