Reactive vs proactive
While a proactive customer engagement is always preferred, many businesses have no time or resources for that.
This is perfectly understandable, certainly if you're running a small business or if you're just starting out. But not engaging at all is becoming increasingly indefensible.
In summarizing, here are the key points to remember when adopting a 'reactive' approach (i.e. what most companies realistically do):
How Sayl Retail helps
- Listen to what your customers are saying rather than how they say it
- Assume most people act in good faith
- Be humble and generous – but politely stand your ground on what matters
- Act in accordance with your company values
- Don't distort the truth
- Don't do 'fauxpologies' (e.g. "I'm sorry you're offended")
- If a customer reaches out, respond as quickly as you can
- Manage expectations: what can your customers realistically expect from you?
By the way, one way of managing expectations can be done early in the buying process, e.g. through automated e-mails that describe when your customer can expect what to happen. It's a repeatable and very affordable way
of getting this right, and it's a feature that Sayl Retail offers for its users.
It's also possible to set this feature in multiple languages
, which further adds to customer engagement. You're always free to come and take a look yourself and try out Sayl Retail – it's free
as long as you have three or less transactions per month, and your shop will be set up in less than 30 minutes. Unlike the Hobbitses, we pull no trickses.