How to recover from sales promotions disasters - #6 Out of stock
In my previous article, I wrote about how to avoid sales promotions disasters. The key is to be proactive versus reactive.
Here are some tips to follow if you find yourself in a damage control mode.
1. Be honest and direct with your customers
Explain in simple terms that the product is unavailable, and possibly address why
Explain what will happen next (Will the item come back into stock? When?)
Give the customer some type of recourse (For example an option to place a back order, or to be notified when it’s back in stock)
2. Inform your customers how they may purchase the product through your affiliates and channel partners
3. Provide in-store purchase options if it's available
4. Present a recommendation for alternative product(s) - Display similar products based on product name, color, brand, category, price, etc.
5. Offer a small credit, a discount coupon, free samples or free shipping as a sweetner
6. Provide your customer service information including hours of availability for any inquiries
7. Later, send out a customer satisfaction survey to get their feedback (Note: Use it at your own discretion)
Finally, do not forget to send an email, apologize, provide a new estimated time of arrival, and you’ll save yourself from the headache of your annoyed customers.
"The proactive approach to a mistake is to acknowledge it instantly, correct and learn from it." -- Stephen CoveyRead more at: http://www.brainyquote.com/quotes/authors/s/stephen_covey_2.html