13 Tips for online vendors: From a customer’s point of view
As an online business owner in Nigeria, you will encounter several challenges, ranging from dispatch riders to inconsiderate government policies. One major challenge a vendor may face is dealing with problematic customers. This can vary from customers being disrespectful in communication to deliberately misleading vendors for personal gain. Such behavior not only affects the morale of the business owner but also hampers the overall customer experience.
Fraudulent activities like using fake bank transfers and receipts are common. Some customers may hesitate to pay upfront due to the fear of being conned, even though vendors face the same risk. Some customers try to trick you by not paying the agreed amount after providing the service. There are also instances where customers provide incorrect measurements but still blame the vendor for the wrong size. These situations can be overwhelming for vendors to handle.
Logistics can also be frustrating, especially when some dispatch riders become greedy and abscond with customer products. It sounds ridiculous, but it happens. Sometimes law enforcement agents can also stop delivery people on the way, leading to extortion and hours of delay on the road. All these do not concern the customer; they want their product delivered as soon as possible. Entrepreneurship in Nigeria is affected by several factors, including unstable electricity, government policies, and the instability of the Naira. While it may be difficult, it is essential to continue striving for success.
As someone who enjoys retail therapy, I’ve had the pleasure of patronizing various online vendors. While I do not claim to be a business expert with an MBA from a prestigious university, I’ve learned a few things from my experiences as a customer. Some vendors have earned my loyalty through their excellent service, while others have left me disappointed and frustrated enough to stop doing business with them.
Nevertheless, the advantages of online shopping outweigh the drawbacks, and I intend to continue supporting my favorite vendors. As a result of my observations about patronizing vendors, I have decided to share my perspective on the matter and offer some helpful tips for vendors.
Here are 13 tips for online vendors from a customer’s point of view.
Tell people around you:
It is important to spread the word about your business to those around you, including family members, friends, acquaintances, co-workers, coursemates, etc. Encourage them to support your business and share it with others.
Consistently remind them of your services so they think of you when they need assistance. It is crucial to establish professional boundaries and avoid falling into the trap of “black tax.” Do not always provide unpaid favors for them; instead, encourage them to pay for the services they receive. You may offer discounts, but it is essential to maintain boundaries and provide quality service. Remember, these individuals are your first customers, and they can help your business grow.
Please don’t be fraudulent.
Please don’t be deceitful. You never want a “what I ordered vs. what I got” situation. It’s essential to be honest and transparent with your customers. Falsely advertising your products or services will eventually catch up to you, negatively impacting your brand's reputation. Additionally, be mindful of your pricing. Overcharging your customers can leave them feeling ripped off and exploited. Remember to always provide fair and reasonable prices to maintain customer trust. As a customer, there is nothing worse than buying a product for 29,000 Naira and seeing that same product somewhere else for 6,000 Naira. It hurts because you feel ripped off and taken advantage of.
Harness the power of online tools and social media.
There are numerous online tools available that can help vendors broaden their reach and analyze customer preferences through analytics. These tools function as online marketplaces and stores, such as Flutterwave, Jumia, Konga, Hala Shops, and social media platforms. Social media, including popular meta-apps like Facebook, Instagram, and WhatsApp, are practical marketing tools that offer various features to assist businesses. You can occasionally use ads to reach a wider audience, which is like investing in your business. I have discovered several vendors through Instagram ads whom I would not have known. Therefore, when you can afford it, it is advisable to incorporate ads into your marketing strategy.
Be creative with your posts.
I suggest you create accounts on popular social media platforms such as Facebook, WhatsApp, Instagram, Snapchat, Threads, and others that are popular in your area. Being active and creative with your posts across multiple platforms is important.
On WhatsApp, many vendors share numerous pictures on their statuses, making it hard for me to view them all. I end up tapping through them quickly to get to the next person’s status. Posting pictures to display your products is an excellent idea, especially with good lighting and editing. However, posting too many images at a time is not very effective. Your status shouldn’t look like a long string of beads. Instead, consider creating a video collage with catchy music if you have multiple items to share.
Posting multiple pictures is more suitable for Instagram or Facebook than WhatsApp. Ensure that your pictures are well-lit and of high quality. If you sell thrift store clothes, iron them before taking photos to avoid wrinkles. Always strive for quality content.
Be consistent, and don’t leave your page bare.
Creating a content calendar can keep you organized and ensure you always remember ideas. Incorporate funny TikTok videos, sounds, and simple flyers made with Canva, and make sure to post consistently. Remember, people are watching and seeing your products even if they are not engaging, so stay creative and consistent. Keep promoting your brand. Share your pictures and videos with your contacts and WhatsApp groups, but be careful not to be a nuisance. Take your business seriously, and remember that even celebrities with millions still promote their projects. Consistency is key, so post every day or most days.
Take advantage of holidays and special occasions like Father’s Day, Mother’s Day, Valentine’s Day, Independence Day, Democracy Day, and the start of a new month to showcase your products. Don’t get discouraged if customers say they will get back to you but don’t follow through.
Be the face of your brand.
When it comes to online shopping, it is more reassuring to trust vendors who have a personal connection to their brand. It’s not enough to see photos of products from a catalog. I prefer to see one or two pictures of the business owner with the product, as it gives me confidence that the vendor is not simply taking images from another source.
Follow who know road or have some mentorship:
Having a mentor is crucial in any profession or industry. It’s helpful to find someone more experienced and successful than you in your field and learn from them. Observe what they are doing and try incorporating it into your work. For instance, you can learn from their product photo lighting techniques. It’s essential to seek knowledge from different people to enhance your business skills. There is this Twitter account run by a business consultant named Dammy B, who works with Flutterwave as a small business growth partner. She is also the founder of Pages by Dami. Dammy B does a lot for online vendors and retweets their photos to help them reach a broader audience. She also hosts online events like the Night Market with Dammy B. and onsite events like the Flutterwave X Dammy B Trade Fair. Following people like her can be tremendously helpful in growing your business.
Be proactive with customers.
I dislike vendors who act as if they are doing me a favor. It’s essential to be enthusiastic and proactive when responding to paying customers. Please don’t wait for them to ask for details like total pricing or account information before providing it. Request necessary delivery details such as name, phone number, and address right after payment. Provide helpful suggestions and anticipate their needs. Offer responsive and knowledgeable customer support. Address inquiries promptly, resolve issues effectively, and demonstrate your commitment to customer satisfaction.
Good customer service and initiative
Providing excellent customer service is vital for the success of any business. It’s essential to remain calm and composed, even when dealing with demanding customers. Remember that satisfied customers will often come to your defense without any extra effort on your part. Promptly responding to customer inquiries is also crucial. While providing an immediate answer may not always be possible, minimizing response time is vital. Customers may seek assistance elsewhere or lose interest if you take too long to reply. Consider using automatic responses to acknowledge customer inquiries and keep them informed. You can go the extra mile by offering rewards to loyal customers. It is a great way to encourage repeat purchases. Consider providing exclusive perks and discounts; this can help incentivize customers to continue doing business with you.
Ask for reviews
Building trust in your brand can be achieved through positive reviews. Prioritizing good customer service, timely delivery, and meeting deadlines is crucial to receiving these reviews. In case of a delay in order fulfillment, promptly inform customers to avoid disappointment. As a customer, I once received my graduation gown two days after the ceremony, which was not a pleasant experience. Honesty is key, so be transparent if you cannot meet a customer’s delivery expectations. Additionally, responding professionally and promptly to positive and negative reviews demonstrates your respect for customers’ opinions.
Use good packaging
Investing in high-quality packaging for your products, such as branded plastic bags, is highly recommended if it is within your means. However, if you cannot do so, ensuring that your products are neatly and well packaged is still important. Additionally, including a thoughtful thank-you note can go a long way toward making your customers feel valued and appreciated.
Have a separate account.
While it is not mandatory, having a separate personal account from your business account is a good idea, especially on platforms like Twitter, where heated arguments often occur. This is particularly important if you frequently express controversial opinions. However, if you prefer one account, that is also okay.
Dm for price.
Finally, the last one is DM for price. I don’t know why vendors do this. The only reasonable reason to me is that they do not have a fixed price, leaving room for them to charge based on your negotiating skills, which is a red flag for me. As a responsible vendor, providing transparent and clear pricing for your products is essential so customers can decide whether they’re within their budget. Except you don’t mind people saying I will get back to you and never getting back. There is nothing wrong with providing a price and making a statement like This price is open to negotiation.
Thank you so much for reading this far. If you enjoyed this post, please remember to clap and share. 🙏