I order a lot of things online. Too much, my husband tells me. But it is great research that I can impart to my clients.
Recently my husband ordered some ear muffs for our little guy. He was taking him to the Formula One Grand prix so they were needed in a timely fashion. He was smart and chose Express Post, put through his order and waited.
What he then experienced was silence. No confirmation email. No shipped email. In fact no emails at all. The ear muffs did arrive promptly but the experience still left a bad taste in my mouth and they would not be my first choice next time.
The internet is anonymous enough without ignoring your customers. It’s really not that hard to set up auto responders when orders are placed, and to send shipping notifications when the item has shipped. It’s hard to get new customers, so it’s worthwhile doing everything you can to turn them into repeat customers.
And in case you’re wondering my husband and our little guy had a grand time at the Grand Prix. The little guy even came home telling me he had driven a Ferrari. Now that’s setting the bar high.