Don’t Blow Smoke – Do As You Say
The most important advice I can give an eTailer, or anyone in business or life, is:
Don’t blow smoke. Do what you say you’re going to do.
All the good work you do to help or appease a customer is mute if you don’t back up your words with actions. If you’re going to get back to a customer by a specific date, do it. If you’re going to send them a shipping label for a return, do it. If you say you accept all returns, then do so. Don’t hide behind promises and don’t be the “yes” man (or woman). Be honest. Be sincere. Your actions will be rewarded 10-fold.