There is nothing more satisfying than closing a deal, and preferably, on a more expensive product. Today’s customers are savvy, and they would go online to search for cheap towing service in Richmond VA if they need such services within that locality. Today, every decision that buyers make is based on research, referral, or some form of guided knowledge of a product or service.
On the other hand, there is nothing less satisfying than having to face the breaking aftermath of a transaction when a customer develops second thoughts based on their feeling that a purchase made was a mistake. With such a feeling, the relationship you have spent a long time building with such a customer is brought to the test. This is what we call buyer remorse.
What is buyer remorse
Buyer remorse is a feeling defined by regret which occurs after a buyer makes a purchase. The feeling of regret may also include fear and stress, leading to the buyer wanting to immediately return the purchase. Buyer remorse is one of the biggest nightmares businesses face. If a business cares about its customers, it will work to their level best to provide the best products and services and prevent buyer remorse.
Here are a couple of ways to prevent buyer remorse
Always provide value
Buyers want to know that you care about them more than just wanting to finalize a business deal. You need to have a solid foundation for your relationship. Doing so will help you secure customer loyalty hence a higher customer lifetime value. You will have a blossoming customer trust when you put their interest at your heart. You need to build a solid relationship with your customers so that in case of an instance of the failing product, it won’t affect further purchases.
Immediately after you have completed a transaction with the customer, explain to the customer what to expect. Provide documentation that explains how after-sale issues are handled. It is important not to give your customers false hopes and unnecessary expectations. You should never tell them your product will solve their problems if it can’t. You need to leave customers assured of only what you can deliver.
Send a thank-you note
During the sales process, you are likely to have expressed gratitude. However, that should not just be enough. You can make a lasting impression with your customers by sending a written thank you note as soon as you can. You need to express how much you appreciate their decision to trust in your products and services and make them feel appreciated and valued.
Introduce user groups
If your company maintains an active user group, ensure you introduce all your customers to such groups. Forums would be very helpful especially in service-oriented businesses as they can provide useful guides to relatively new users on troubleshooting and other related questions. All software selling business should have active member forums so that customer questions can be answered by more experienced customers on common issues they have dealt with while handling the product or service