eCommerce Lifestyle
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How To Stay In Business!

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In this episode of the eCommerce Lifestyle podcast, Anton talks about what to do AFTER the sale is made if you want to stay in business!

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  • One of the most important parts of staying in business is getting people to post positive reviews and tell their friends they do recommend that they buy from you.
  • Some people might not care either way when they buy something from you and, even worse, people might have had a bad experience and post about that.
  • We have a quick, one-minute video, thanking them when they purchase from us.
  • Make sure that when their orders ship and the shipping status is updated, relay that information to the customer so they know the details. (We use aftership).
  • If the item might take a few weeks, make sure they know that so it doesn't come back as a negative when they ask you about an update.
  • We recommend Klaviyo for post-purchase email flow. These emails just to provide goodwill and are different from the shipping emails.
  • These emails just provide value and are not there to sell yourself. 
  • Transcripts

    Hey, what's up everybody, Anton Kraly here from ecommercelifestyle.com and welcome to another episode of the eCommerce Lifestyle podcast. So just like last time I'm recording this one on video. So if you're watching it on YouTube, you can normally find the podcasts on any podcast player you use. Just search for eCommerce Lifestyle, we have like 75 episodes already and yeah, if you're listening to it and I mention any visuals, just know that's because this episode specifically is on YouTube as well. So, with that being said, I'm going to start doing something new here in the beginning of these episodes because I have been shamelessly asking for reviews on iTunes and you people have been coming through. So I just want to say thank you and call attention to our most recent.

    So this one came through on Thursday from Jim Parker and it says, "Legit, great podcast with great content. Anton sets a high bar, always giving sensible, practical advice. He has a great way of breaking things down into simple strategies." So thank you, I do appreciate that. And for everybody else that's been over there on iTunes and left a review for the podcast, I appreciate you. Thank you, it means a lot and that's why I keep recording these things. So today, the reason I'm recording this is because this weekend I spent some time and yes, even on father's day because I love this stuff. I spent some time going through our different sales processes for different businesses and different websites, and what I was looking at is what are we doing, right, after people buy from us? So like what's the first thing that they see after their order is complete and then what is the next one to two weeks look like for them?

    And that's why I'm titling this episode how to stay in business. Because what I realized is I've kind of been slipping on some of the things that I preach and some of the things that we used to do religiously. Some of them aren't even working right now for some of our newer stores and some of them from our older ones definitely could be updated. So that's what I spend time just fixing, wanting to share that with you so that you can go ahead and implement these things in your business as well. If you want to stay in business, if you want to be around for the long haul, you know, you could guess, right? But what do you think the key to being in business for a long time is? Right? If you had to choose one thing, let's say that would mean you're going to stay in business or you're going to go out, what is that thing?

    And a lot of people say things like cash, which of course is important. People say things like sales and traffic, which is important too. But to me it's the number one important thing that means you know, the health of the business, like you're going to stay in business or you're not, is if you have happy customers, okay? If your people that actually buy from you, once you get them to your site, once they buy, once they go through that process, if they're not happy and if they're not actually thrilled at the end of the day, then when they're ready to buy the next time, they're probably going to buy somewhere else because they're not going to remember you. When one of their friends tells them, "Hey, I want to buy this thing that you just bought." They might say, "Yeah, you know, I bought from this website, but I wouldn't really recommend them. So just, you know, go on Google," right? That's the opposite of what we want.

    And even worse of course, is instead of the customer having a mediocre experience, they have a bad experience where instead they're online telling people, actually don't do this. Don't buy from this company. Don't go there, I had a bad experience and here's why. So what we want is once we get the traffic, once we get the sales, we want to make sure we give the customer the best possible experience so we stand out from the other 10 things that they bought online that month. And so they do tell people about it and they do spread the positive message, and so that our business continues to grow not only from them coming back and buying more, but from them telling, you know all their friends about it too. If they're in the same circles, buy the same type of products, and then we get that referral traffic as well.

    So it really makes or breaks your business. I'm going to go into some actual like practical tips, like things that I do and things that you could do, but I'm not going to cover everything in this podcast because it's a short podcast that I do. But if you want to learn some more about this whole system and your part of my Drop Ship Lifestyle coaching program, go to, what module is it in? I think module five on conversion optimization, I have a training lesson called the hourglass funnel. So check that out. The hourglass funnel, that's if your part of Drop Ship Lifestyle, if you're not, go to dropshiplifestyle.com/webinar, that's dropshiplifestyle.com/webinar you can learn more about my program. You can get enrolled, you could watch that training. Also, I do cover some of these concepts in the book, Drop Ship Secrets. That's at dropshipsecrets.com and I'm seriously like, we're five days into releasing this thing and I'm blown away how like amazing the response has been.

    I never imagined we'd be shipping as many books as we are and we're only halfway through this, so thank you for everybody that's supporting this. We put a lot of time into it, you're going to love it and if you do not have the book yet, again, go to dropshipsecrets.com I have a bunch of really cool bonuses that are available at the time I'm recording this for five more days, so go now, dropshipsecrets.com. Okay, with that being said, let's get back into how to make sure our customers are not unhappy, to make sure they're not moderately satisfied, but to make sure that they are thrilled after they give us money and buy from us. So I made some notes here. If you see me looking over, for the things we do. So the first thing, when they leave, right? They buy from us, all the pixels fire, they leave, they're on Facebook. As soon as they go on Facebook or Instagram or YouTube, after they purchase from us, we have a video that's from me that's actually thanking them for doing that.

    So really quick, like a minute, you know, if you're watching the video on this on YouTube, the quality is similar to this. Usually, honestly, I do them with my iPhone and it's just saying, "Hey, Anton Kraly here from," enter business name. "Just wanted to say thank you for placing your order with," enter business website. "Really appreciate you," you know, and then get into our mission statement, whatever that may be for the mission. Let them know that there'll be receiving emails from us regularly until their product arrives. We'll be giving them tracking numbers and again, just saying thank you for putting your trust in our company and placing your order with enter website.com. So really informal but personal message that again, you know, it's showing them that we actually appreciate them and try to get over some of the buyer's remorse that is bound to pop up.

    Now with these videos when you run them on Facebook and Instagram, we do them in the same campaign. So one campaign targeting all different platforms that Facebook allows. So Facebook, Instagram, Audience Network and what'll happen is we'll just set frequency caps. So maybe the same person might see the video like three or four times, but that's it. Just enough for them to be like, "Oh cool, I appreciate that, like, thanks." So I recommend doing that, right? Like change the tone, do something that other companies aren't doing right away. Another one that is probably obvious but maybe you're not doing yet is making sure that when their orders do ship and when the shipping status gets updated, that the customer knows about it. That's one of the biggest things, right? People are buying physical products. They want their physical products and what they don't want to have to do is email you a week after they bought and say, "Hey, I placed my order a week ago. I haven't heard anything yet. Do you have an update for me?" You don't want that, that's setting the relationship off on like just a bad foot.

    So what you want to do is use AfterShip, which is an App. I think it integrates with like every eCommerce platform now, but if you're using Shopify use AfterShip with Shopify and what'll happen is when you have a tracking number, it will automatically be emailing your customer with updates along the way where the product is at, when it gets delivered. And like if there's, you know, three or four different tracking updates, the customer will receive that many notifications and they will thank you for it because again, people buy stuff, they want to know where it is, when it's coming. Another thing in relation to that, if you sell products that for some reason do have a longer lead time, maybe they're like custom made and they take two weeks to build. If that's the case, make sure that the customer is well aware of that before they purchase and after they purchase.

    So obviously it should be on your product page. With our Drop Ship Lifestyle Shopify theme, we do have the estimated arrival date, so we're clear there. But then also after they buy in their first email, it should let them know what to expect. Again, if you communicate with customers, this is like the biggest lesson ever. But if you communicate with customers regularly, even if there are delays, even if things take longer, it's just, it's a night and day experience of if they have to ask you, it's always better if you're proactively reaching out to them. Not saying everyone's going to be sane and love you and be okay with everything, but that is the way you want to go about it. You want to be proactively letting them know what to expect, that way they're not left sitting there getting frustrated and then calling you or emailing you. So, use AfterShip for that.

    Okay, another tip is the post purchase flow. So this is a email automation that we do inside of Klaviyo and Klaviyo, we do have a special for that. I'll put it in the notes on ecommercelifestyle.com, but they're the best email autoresponder that works with Shopify. They have like the deepest integration, they're the best. But what we do is after somebody buys, right? We have emails that kick off and these are different than the tracking emails. These are emails that are really there just to provide goodwill. And the way that I want you to think about this because what the emails look like, it's really different for every business. But let's just say you were selling like, I don't know. Let's say you were selling like high end espresso machines, right? Like these big things, but for personal use that the customer would receive and they can make coffee just like they can get down the block at their local, you know, whatever coffee shop, right?

    So if you were selling something like that or if I were selling something like that, after the customer purchased from me, not only would they be getting the emails through AfterShip with the automatic tracking updates, they'd be getting emails about how to make the breast, the breast, the best espresso. So you know, these emails aren't there to like try to just like talk me up or talk my company up. These emails are there to get the customer the result that they wanted before they even bought this thing, because if you think about it, right? Like let's just say again that, that high end espresso machine example, if somebody buys it from us, it's because they want to have the best espresso they can ever have, right? It's not because they just want this product and they want to know more about me or they want to know more about my espressostore.com, no, it's because they want the best espresso that can be made at home.

    So we would have a series, most likely three to five emails that are educational emails. So not really selling anything if it's, you know, if it makes sense, we will definitely have offers mixed in. But more than anything it would be saying, listen, here's how to make espresso and here's how to, you know, grind the beans or here's how to make this blend. Or here's how to clean this machine. Right? So like all tips and maybe how to maintain it, so all things that are helping them like already be prepared to receive the thing and get the most value from it. And when you think of what the value is from the thing, it depends what you sell, right? So you have to think about why your customers are buying what they're buying from you and from there base that post-purchase email flow around what they actually want. Why did they make that purchase to begin with? Then you have these instructional emails so then when they get this thing, they're already more educated because of you.

    They now, you know, they have their product, they knew exactly when it was going to arrive. They can use it properly because of what you've already sent them and they've already seen your video saying thank you for purchasing from us. Now that experience, right? Is it's infinitely better than if somebody just went to, let's just say antonsespressomachine.com, clicked add to cart, ordered. A week later, hadn't heard anything, then emailed in and said, "Hey Anton, looking for an update on my espresso machine. Haven't heard anything since I ordered." And then, you know, someone responded back, 'Oh yeah, it actually shipped, should be to you next week." Right? Like it's, and most people, this is what's crazy. Most people even that do a lot of volume do the second. They just focus, sale, sale, sale, sale, sale, which you have to do. But what happens after the sale is just as important.

    Again, if you want to stay in business, if you want to grow organically, if you want to thrive, it's more important, so that is how you stay in business. Again, if you want the like more advanced training on this, like the in-depth screen share is where I take you through how we actually do all of this, it's in Drop Ship Lifestyle in the course that I have that was voted best eCommerce course by Shopify. But if you don't have that yet, go to dropshiplifestyle.com/webinar, I'll post that in the links. And whether, or not you're a member of Drop Ship Lifestyle yet, you want this book, get it while it's still available with the bonuses, dropshipsecrets.com. I bought the copies, just cover shipping $7.95, you'll get a copy shipped to you, dropshipsecrets.com for the free book, dropshiplifestyle.com/webinar for a free training class and information about how to get enrolled into my award-winning training program.

    So, that's it guys. I'm going to get back to implementation, getting things done. Hope you enjoyed this message. As always, if you did, I would appreciate a review over on iTunes means a lot. It helps the show get more reach. So thanks everybody. Appreciate you, and I'll talk to you all in the next episode of the eCommerce Lifestyle podcast. See you.

  • Gilbert Ledwaba Dikarata says:

    Wonderful advice, I am not into e-commerce but most of the advice should apply in any business dealings. I think every customer who buys from you, should be aknowledged and be appreciated. Customers don’t spend money on your business because they like you, they have an option to have bought from somewhere else but they chose your business, make them feel wanted and appreciated. The exchange of cash should never be the end of a relationship, a happy customer is always a way to more happy customers, as customers always relate to each other on their experiences when dealing with a certain merchant. Word of mouth is such a powerful tool.I liked reading your podcast, so informative.

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