I absolutely love ecommerce but I cannot stand losing a sale.
It’s an extremely frustrating thing: Watching orders come in, process and then fail in the end.
I was told that a business that earns money while you sleep is the best kind. The converse of that statement is also true: A Business that earns money while you sleep can create problems while you dream of money.
One of the problems that I’ve been experiencing is that orders fail at a certain point and I can’t tell why. So I decided to start emailing potential customers who don’t complete their purchases on NicSocks. The replies are often simple and mundane ranging from forgetting that the tab was open, forgetting a credit card number or simply changing their mind about the purchase.
What I have discovered is that no one is ever angry at me for asking them about their experiences and more often that not the problems that the customer is having can be rectified. I’ll solve their problem with a little bit of customer TLC and close the deal.
The end result is what I’d like to call a Phoenix Sale: A sale that was closed out of a failed order on your website.
Talk to your customers. Every email could be a Phoenix Sale waiting to happen.