Are the answers to your customer’s questions available to them 24/7?
Business Owners: Does your web presence give your customers the who, what, why, when, where and how? Would a customer know what products/services you provide, how to reach you or a glimpse of your background or start-up story, what problem you solve?
This information can make or break a connection with a prospective customer. If you’ve opted to forego a website for your business and are using a Facebook business page as your main means of online communication for your company, be sure you have all available sections of the “About” page completely filled out. Let customers know exactly what your business is “About” by including a detailed description, defining products or services provided, availability, background information and credentials and most importantly, contact information.
I tried to determine if a specialty food service business had Saturday hours – when I visited the sole means of their online presence, a business Facebook page, the only information provided was a telephone number, an email and a six word sentence. I made the call and was greeted with “Hello.” If you are supplying a telephone number connected to your business, remember to answer the phone in a professional manner or if the call goes to voice mail, ensure your customers receive a polished voice message with instructions how to connect with you.
If customers must reach you via Facebook message, are you being responsive? How often are you checking your Facebook messages? The ability to reach you easily and receive timely service will help ensure every transaction occurs.
Recap: Regardless of where business operations take place, customers should be able to find your company online and find information about your products/services. If you were a customer, how would you rate your business’s 4-1-1? Do you provide the details and descriptions necessary to make the sale?