In the first two parts of this series, I’ve discussed how and when to respond to negative feedback and how to have Amazon remove certain types of feedback. Now I get to talk to you about the best kind of feedback: positive feedback!
Hopefully, you’re used to seeing plenty of positive feedback! Most of it will be generic, just thanking you for a quick and easy transaction. Responding to these may not be worth your time because they are often left by customers who understand the importance of positive feedback or those who were just reminded to rate their experience by Amazon’s automated emails.
Then there are the buyers who leave specific positive comments and who seem genuinely thankful and excited by their interaction with you. Maybe you did an extra secure job packaging a breakable order. Maybe you included a handwritten “thanks for the order!” note. Whatever it was you caught their attention and they appreciated your service.
These are the customers you should contact. You might not believe it, but even on Amazon, where everyone seems to be obsessed with price, you can develop relationships with loyal customers who will shop with you, even in those instances when you don’t own the Buy Box.
Just like all interactions with your customers, be sincere in your thanks and offer them something of value. Recommend a product you carry that might interest them. Or, ask if there’s a product they’d like to see you sell. Just start a conversation and see where it leads!
What’s the best piece of feedback you’ve ever received?