Have you thought about your customers lately?

If not, you might be making a big mistake. The fate of your Amazon businessAmazon Business is Amazon’s wholesale ... More is in your customers’ hands. Too many negative feedbacks or A-to-z claims and your account could be suspended or even closed permanently.

Keep reading to learn more about what your Amazon customers really want.

The Do’s!

• Customers want Amazon sellers to reply to every inquiry. Amazon doesn’t require that you respond to every little email (remember to mark any you don’t feel like you need to answer as “no reply needed,” but staying in contact with your customers is a great way to build trust and a good impression that leads to positive feedbacks.
• Customers want Amazon sellers to be responsible. Customers just want their item. They don’t want to hear about how it’s UPS of Fedex’s fault. They want sellers to be responsible for the items they ship. Take responsibility for shipping problems and do what you can to fix them (send a replacement). Going above and beyond will win you points with your customers.
• Customers want to be informed. If something goes wrong with their order, reach out to them. By initiating contact and taking responsibility, you reduce the chance that the customer is going to complain and you come across as a conscientious and courteous seller.

The Don’ts!

• Never use the same email template. It’s fine to use email templates to make responding to common questions faster. But do your best to no re-use the same template during an exchange with a customer. It makes the customer feel unimportant and makes you come across as impersonal. Do your best to edit your templates so they sound polite, friendly and original.
• Never blame or accuse the customer. Even if you think they are trying to rip you off in some way, don’t say so. The most important reason is that you could be wrong! If you have reason to suspect a customer is cheating you, take it up with Amazon Seller Support rather than engaging with the customer.
• Don’t talk customers out of refunds. If a customer asks for a refund for a reason that meets your and (more importantly) Amazon’s policies, don’t talk them out of it. It’s your responsibility to issue refunds when appropriate and it’s not appropriate to deny legitimate refunds.
• Know when to say goodbye. It’s one thing to have a polite exchange with a customer about something they bring up, it’s another to keep it going. Don’t share your whole life story, don’t keep the conversation going too long. Remember at the end of the day, you’re not the customer’s best friend. Politely end longer exchanges with a final “thanks for ordering” and maybe a reminder to leave a feedbackA performance rating on a scale of 1 to ... More.