If you are an author, you are in business. You have customers. You must work toward enticing more customers. And you have an obligation to all of those customers.
I still meet authors who do not treat their publishing ventures as businesses. And this is okay, unless they expect to sell lots of books and make lots of money. I actually met a hopeful author once who insisted that he did not have to do anything to sell his book because it would sell itself. He told me this on several occasions. He was convinced that people would flock to buy his book without any effort on his part.
Some authors believe that their stories are so fascinating—they are so attached to their memoirs or their novels—that they won’t need to go to the trouble of marketing them.
Others are out promoting their books, but they don’t connect with their customers.
There certainly are all categories of authors. Some take their published books so seriously that they build companies around them, create brands and spend many hours and dollars promoting.
No matter where you are on the author spectrum, one of your primary considerations should be your customers. Customers are the steam for your engine. They are the measuring stick to your success. And they should be acknowledged, appreciated, heard and utilized.
• Acknowledge your customer at the time of purchase and let him/her know that you are available to address their questions or concerns.
• Thank your customer verbally and possibly through some sort of add-on gift or premium.
• Listen to the feedback you receive from your customers. It can be valuable to your marketing efforts and future books.
• Utilize your customers. Keep a customer directory or database and contact them when you are offering a new service or product, for example.
What about the dissatisfied customer? We all get them. You may receive accolades all over the place, get numerous 5-star reviews and hear scores of complimentary words with regard to your book and then get one customer who dislikes it. He may complain, ask for a refund, spread dirt about you and your “poor excuse for a book” and/or find a reason to take you to court. This can be an awful experience. Why would anyone do this? It could be jealousy, sour grapes or the irate customer might be just an angry, negative individual who has a habit of causing trouble.
I once attended a seminar on how to handle the irate customer. One thing I remember from that seminar is that all the customer wants is to be heard. It’s recommended that you provide them space in which to give their complaint and express their emotions. Once they have that out of their system, commiserate with them. Say, for example, “I don’t blame you for being disappointed. If I had to wait 3 weeks to have my package delivered and then it was damaged, I’d be upset, too.” And then ask them what would make them a satisfied customer again.
Most of the time, they will request something far less than you would imagine. You might be ready to offer them a free book, free shipping and access to your upcoming online course on creating tasty appetizers at a moment’s notice, when all they want is for you to pay their shipping costs.
This makes it sound easy to appease an unhappy customer, doesn’t it? But we’ve all met the customer, client or organization member from hell—the one who is so outrageously unreasonable that there is nothing on earth or in outer space that would satisfy him or her no matter what. What can an honest, hardworking, conscientious author do in this circumstance? Consider this his or her problem and move on. Hopefully, they will move on, as well, and not stick around stirring things up just for the sport of it.
I’d love to hear about your most difficult customer or client. Leave a comment here. Perhaps we can start a movement against bad behaving customers. You know, I wouldn’t be surprised if there isn’t a website covering this. Maybe there’s even a support group we could refer the bad customers to.
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