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Denise
Joined: 02 Mar 2007
Posts: 81
Location: Calgary, Alberta, Canada
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 Posted: April 22, 2008, 2:32 am Post subject: Reminding Customers About a Guarantee - Good Idea or Bad? |
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Hello!
I'm working on a sales page for a product that has a 45 day guarantee. The guarantee is explained on the sales page.
But once the customer has purchased the product, do you think I should remind them about the guarantee in a follow up email, or in an enclosure that I send with the product?
Most things I buy just advertise the guarantee on the sales page - I think. I don't remember!
What have you seen, and what do you think is best?
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Denise
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Anita
Leader of this Crazy Bunch!
Joined: 24 Feb 2004
Posts: 7370
Location: Mifflintown, PA
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| Posted: April 22, 2008, 6:58 am Post subject: |
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You know, I don't think I've ever been reminded about a guarantee. However, I certainly can't say that it's a bad thing to do so. This is an awesome topic to discuss!
To be honest with you, I've never really given it a thought until you brought it up. Just a thought here but maybe this would be something to consider giving a try?
Just off the top of my head here but maybe say something along the lines of ...
And don't forget, my goal is to make sure you're 100% satisfied so I just want to remind you that you have a full 45 day from date of purchase - no questions asked - money back guarantee! If you're not happy, I'm not happy!
OR
Since my goal is to make sure you're 100% satisfied, I'm going to show how important you are by reminding you that you have 45 days to completely review this product ....
Sorry I totally lost my train of thought on the second one, rofl! But you get the idea.
I don't know, I think it might be a great way to show some really great customer service. It's definitely something worth giving some thought to.
I'm actually working on some new products myself and I hope you don't mind but I'm thinking about maybe doing the same thing  (Thanks to your idea of course!)
One thing that could be done just test it. I would really hate to be the one that recommends something that causes a bunch of refunds - that'd be horrible  So please put a lot of thought into as to what you want to do!! LOL!
But anyway, if you seem to get a lot of extra refunds (especially after the reminder) then I would remove it.
If you do decide to do this and you think about it - if you notice anything from it, good or bad - please feel free to share here!
Sorry for the usual rambling! LOL! You just brought up a really good idea that deserved some real thought! So forgive me as I rambled out loud!
Take care,
Anita 
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Denise
Joined: 02 Mar 2007
Posts: 81
Location: Calgary, Alberta, Canada
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| Posted: April 22, 2008, 7:44 am Post subject: |
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LOL Thanks Anita, for your very insightful ramblings. 
I'm thinking about reminding them on the "Thank you for your purchase" page, to help stave off any buyer's remorse, and to make sure I leave the customer feeling positive about their purchase.
But I'm not sure I feel comfortable with including a reminder when I mail them the product. I don't want to make returning it TOO easy...
I'll let you know how it goes!
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Denise
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Anita
Leader of this Crazy Bunch!
Joined: 24 Feb 2004
Posts: 7370
Location: Mifflintown, PA
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| Posted: April 23, 2008, 5:31 pm Post subject: |
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You're very welcome - I'm so glad to hear that you think my ramblings are insightful! Does this give me permission to do this on a regular basis?  (Some I'm sure would say no!!)
| Quote: | | I'm thinking about reminding them on the "Thank you for your purchase" page, to help stave off any buyer's remorse, and to make sure I leave the customer feeling positive about their purchase. |
I think this is a great idea! Perfect place for it. I mean really, how many times do you get reminded that if you don't like the purchase - you can ask for a refund? I'd love to hear how you worded this (if you don't mind).
| Quote: | | But I'm not sure I feel comfortable with including a reminder when I mail them the product. I don't want to make returning it TOO easy... |
I completely understand this. In a perfect world - it'd be okay. However, I can just see those who didn't really plan on asking for a refund, see this and change their minds. I'm assuming this is a digital product. If so, offering a money back guarantee is something I honestly hate to do but - really these days, if you want sales - it's something you have to do.
The only reason I don't like to w/ digital products is because there are too many dishonest people out there who can download it, read it and ask for a refund. Or just download it / print it and ask for a refund. It's not like it's a product they'd have to return.
Now don't get me wrong - if someone truely did not like my product and are un-satisfied, then I have absolutely NO problem refunding their money. No problem at all - again, in a perfect world ...
Take care,
Anita
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karadawn
Idea Queen & Candle Expert
Joined: 25 Feb 2004
Posts: 1035
Location: Iowa
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| Posted: April 24, 2008, 6:04 pm Post subject: |
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My personal opinion would be no, I would not remind them. I think it should be clearly stated in several places and maybe on the page they download, but I don't think they should be reminded. The main reason for that being because I can see 45 days later someone saying "oh yeah I forgot I downloaded that and I'm not using it, so why not?". Not to mention by that time they may have forgotten which ebook was yours, and ask for a refund on something else they didn't like.
If they are truly unhappy, they will most likely ask for a refund immediately. In my opinion reminding them will have you issuing way too many refunds for no real good reason.
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Denise
Joined: 02 Mar 2007
Posts: 81
Location: Calgary, Alberta, Canada
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| Posted: April 25, 2008, 1:50 am Post subject: |
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Thanks ladies!
| Quote: | | Does this give me permission to do this on a regular basis? |
Oh yes, please do! I'll just sit back here and absorb all your hard-earned wisdom.
This is a printed book that we're mailing out - actually, it's my mom's children's novel. Sales have definitely picked up since we started offering a guarantee.
I have a lot of reservations about offering a guarantee on digital products, too. In a "perfect world," I absolutely would, but...
On the sales page, I state very clearly (I hope!) that if you return it, you're responsible for all shipping charges, which should serve as a deterrent, unless you really do hate it. The shipping both ways would cost almost as much as the book!
| Quote: | | If they are truly unhappy, they will most likely ask for a refund immediately. In my opinion reminding them will have you issuing way too many refunds for no real good reason. |
That's what I was thinking too... I know when I don't like something, I have no problem remembering the money-back guarantee!
| Quote: | | I'd love to hear how you worded this (if you don't mind). |
Still working on this part. I was thinking something like,
"Remember, you have a full 45 days to enjoy The Lion Tree and share it with your children. That's 45 days of (all the benefits of getting the book here)
"Then, if you’re not 100% satisfied with the content of The Lion Tree, just send it back to me and I’ll refund your entire payment. That's right, upon receipt of the The Lion Tree in complete resalable, like-new condition, I will send you an immediate refund less all shipping and handling costs."
And I think that's all I'm going to say, just one time, immediately after the purchase.
This all reminds me of my sales training when I worked in retail. "If they bring a product back, it's because you didn't sell them the right thing." Or, for online sales, I would say it could be because you didn't promote your product accurately. Just my thoughts on the subject! And, of course, that doesn't apply to people who download and return a product just because they can.
The other thing we did that's working really well and was fun to set up, is potential customers can download a sample chapter of the book to see what it's like, and then we send them a few more excerpts after that, along with ideas of ways they could use this book to talk to their kids. So, when people do buy the book, they should have a good idea of what they're buying.
Thanks for all your suggestions! I feel much better about this now.
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Denise
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Anita
Leader of this Crazy Bunch!
Joined: 24 Feb 2004
Posts: 7370
Location: Mifflintown, PA
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| Posted: April 28, 2008, 7:31 am Post subject: |
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| Quote: | | The other thing we did that's working really well and was fun to set up, is potential customers can download a sample chapter of the book to see what it's like, and then we send them a few more excerpts after that, along with ideas of ways they could use this book to talk to their kids. So, when people do buy the book, they should have a good idea of what they're buying. |
I *love* this! If they don't know what they're getting after all that - then there's a big problem  It certainly also helps with this issue:
| Quote: | | Or, for online sales, I would say it could be because you didn't promote your product accurately. |
Take care,
Anita
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Denise
Joined: 02 Mar 2007
Posts: 81
Location: Calgary, Alberta, Canada
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| Posted: April 28, 2008, 8:43 am Post subject: |
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I got this idea from someone else when I downloaded a sample chapter of her ebook, and she sent me excerpts and more info on the book over the next week.
I hadn't intended to buy the book at all. I just wanted to see the sample chapter that she was giving away. But by the end of those emails, I was ready to buy the book, even though I didn't need it! It's a really good way to sell an info product.
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Denise
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