Daily Deal Builder Training: Creating a WIN – WIN - WIN. A win-win situation does not make sense because there are only two contact points, where three are needed. The Consumer , the Merchant and your Deal Site itself all need to be considered when structuring successful deals..
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Daily Deal Builder Training | Creating a Win-Win-Win
http://dailydealbuilder.com presenting on How to Structure Successful Deals that Make Sense and Create a Win / Win / Win. A win for the customer, a win for the merchant running a daily deal, and win for the daily deal site owner.
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Daily Deal Builder Training:Creating a WIN – WIN - WIN.
A win-win situation does not make sense because there are only two contact points, where three are needed. The
Consumer, the Merchant and your Deal Site itself all need to be considered when structuring successful deals..
Help your merchants figure out a pricing and promotion plan that works for them, their customers, and also you. And be sure that they are educated on how to treat their new customers too.
Over-delivery is key when your merchants serve their new customers. Going above and beyond, as well as properly following up, is vital to the success of their promotion.
1. Thank the customer for their purchase and congratulate them.
• Personally thank each customer for visiting your business and congratulate them on receiving a great deal.
• Let them know your expectations. You want to impress them and see them again.
• A primary reason a customer turns into a repeat customer is if they are treated like a star.
• Although, these customers paid a discount, it is MORE important than ever to go above and beyond for them and verbally let them know you are thankful for their business.
• Gratitude and a hand shake from a manager can go a very long way.
• Ask to see the customer again soon.
• Smile more often.
• Ensure your employees know the importance of treating your new customers with kindness and respect.
3. Gather feedback and testimonials as early as possible.
• Ask the new customer how their experience is going.
• When someone verbally states they are enjoying themselves, they tend to want to stick by their decision.
• Let the customer know that you would very much appreciate it if they provided a Yelp review to let others know. Explain to them how this can help you out.
• Encourage them to tell their friends about their experience on Facebook.
• If a customer is unhappy, deal with it right away and make it right. We want to avoid negative social reviews at all costs. Often times, unhappy customers can actually become raving fans if they feel the business made things “right.”
• Every single person who walks in your client’s door has the ability to write a review of their company that could potentially get mass exposure.
• Businesses must do everything in their power to make sure that each of their customers receive world class service. Running a daily deal promotion can generate a huge, positive, social media buzz; so have the attitude that each customer is a famous reviewer and strive to impress them.
Finding and Responding to Online Reviews “Respond with Timeliness”
• Never ignore an online review. They won’t just go away. Instead respond quickly and personably.
• You should have Google Alerts set up for your company so that you are notified as early as possible when someone posts a negative review. Responding in a timely manner works with positive reviews also.
• If someone leaves a positive review about your company, respond to them and thank them and invite them to come on back in to your business and bring friends next time.
• The only time you would want to completely ignore a negative review is if it is completely obvious that the person leaving a review is crazy or just an internet troll.
Finding and Responding to Online Reviews “Do Not Start a Debate.”
• Starting a debate on a public forum with an irritated customer will do no good.
• Everyone understands that the customer is not always right, but if you have to prove it publically, they are definitely not going to be a customer any more.
• Demonstrate strong empathy for the customer, let them know that you understand they are dissatisfied, and want to do everything in your power to make it right.
• If possible, bring the public discussion to a private forum via email or phone.
Finding and Responding to Online Reviews “Learn from the good and the bad reviews.”
• It is disheartening to see a negative review. However, they may happen from time to time especially with the large influx of customers that your business should receive.
• Don’t let the negative reviews bring you down.
• Learn from the negative feedback and capitalize on the positive feedback.
• Take notes on the feedback and add to a “testimonial” or “complaint” document.
Promotion needs to work for your merchants, but it also must work for you. The standard rate is 50 / 50 split. You are doing all of the work in promoting the deal, setting it up, and writing the copy. Don’t undercut yourself, but don’t lose a potential