I wanted to make this video to talk about customer service and helping your customers have a great experience during the testing phase. Now. I've sold millions of dollars with the products and I've tested a bunch of products and in the process of testing products, you're not going to be working with a private supplier. So the shipping is going to be slower. But if you do things the right way, you can assure that your customers are not going to be extremely upset. In fact people will be pretty okay with the whole experience. If you do these things that I'm gonna explain in this video. So the key to keeping customers happy, especially in the early stages of dropshipping is honesty and transparency. It's also being very communicative with the customers and not giving them a lot of time to actually wait for a response from you. So once a customer places a order from your store, if you fulfill the order the way that I taught you it should take around one to three days for the order to actually get process and shipped out to them once the order gets Out to them. They're gonna get a tracking number and they can use that tracking number to stay up to date on the status of their order. Now, what about those first one to three days if I ordered a product from your store and I never heard of your brand before and I never hear anything from you in the first one to three days. I'm going to be a little concerned and I'm gonna feel like I got scam. So therefore I might go to the bank I might charge back I might reach out to somebody and say hey this company is a scam. I might just go and put a bad review on your website, whatever it may be. So the first thing I want you to do to help your customers have a great experience is this. So the first thing that we want to do to make sure our customers have a great experience is go to the settings and go to the notifications Tab and click on your order confirmation email. This is the email that they get right away when they complete your purchase. So what you want to do is click on edit code and then we are actually going to customize this email to put some more text that's going to allow the get a better idea of when their products going to arrive. So once you hit edit code, I know it's gonna look a little bit confusing but I promise you it's really not that confusing. So if you scroll right here, you're going to see where it says. We're getting your order ready to be shipped. We will notify you when it has been sent. What I would say is please allow. 24 to 48 hours to receive your tracking number. once we send out your tracking information you can track your order anytime at And then we go ahead and put the link from our website. So I'm going to go ahead and pull that up right here. Track your order link and we copy that and then we paste it right in here. Okay, so that's going to give them a better idea of when they're tracking number is gonna arrive. So we're getting your order ready to ship please. We will notify you when it has been sent, please allow 24 to 48 hours to receive your tracking number. Once we send out your information. You can track your order anytime at this link right here. So now if we hit save it should update our email. And you can see the email right here. So we're getting your order ready to be shipped. We notify you when it has been sent, please allow 24 to 48 hours receive your tracking number. This right away is going to reduce your emails from customer significantly because they know to wait a little while until they receive their tracking them now once your order is actually fulfilled once you mark your order as fulfilled they are gonna receive this email which is right under here and the shipping confirmation. This is going to be the email that they get when the order is shipped. So in this email we can give them a realistic estimate of how long it's going to take. So again, we can go in here and we can add right here. Go plug this in and what I want to add is essentially saying. Please allow two to three weeks for the delivery of your order and what you can say to add on to that. So people can be you know, a little more understanding is just we've recently received a and influx of orders due to going viral on social media. Please allow two to three weeks for the delivery of your product. If you have any questions, please contact us at and then put your store email. So in this case, it's excursy USA at gmail.com. Then we're gonna go ahead and click save and now if we go back and look at our email your orders on the way track your shipment to see the delivery status. I'm gonna change it up just a little bit to clean it up. We're gonna say your order is on the way. We recently received influx. Please a lot to do it you can use the tracking number below to stay up today on the status of your delivery and I'll go ahead and put templates for this for you guys inside of the welcome manual and then if you guys have any questions, please contact us at that email that's going to be much better. So if we look at that, it's going to say your orders on the way. We've recently received influx of order to go and buy our own social media. Please allow two to three weeks for the delivery of your product. You can use the tracking number below to stay up to date boom. This alone is going to significantly cut down your customers negativity and make them much more understanding with the process. Now once you get this implemented, you are still going to have some customers that might not be too excited about this, but at the end of the day all that you can do is for the ones that are extremely upset and they're just showing your face off. You can go ahead and refund them for the ones that are just a little concern. Earned and don't know if everything is trustworthy all that you have to do for those people is communicate with them reassure them that the order is going to arrive offer them potentially a partial discount on their order that they've already placed offer them another product at a discounted rate. Your job in the early stages is to just keep these customers happy because the worst thing that you can do is destroy your relationship with your payment processor and Shopify in the beginning stages of your business. Now again, I've tested many products and I've been through this stage time and time again, I've never killed our damage my reputation with one of these payment processes because I always try my best to take care of the customers in the entire stage of the business. So that's my advice for you guys when it comes to giving feedback to your customers. I will provide you with a couple templates to respond to certain messages from your customers and you can also leverage tools like chat GPT in case you want to have some kind of copy and Responses, but at the end of the day people respect a human response and talking to people like humans just understanding that there is a human that gave you their hard-earned money for the product is very important. So don't be insensitive if they're really having a rough time with your customer service or your product. You can try to convince them with partial discounts discounted products. But sometimes you just have to call it a loss and refund the customer though. If you do the things that I told you in this video and you're sharing with your customer updates on their shipment, you're not gonna have that many refunds. I promise you I've been doing this for a long time. The number one thing that matters is transparency with the customer and communication with the customer if they get both of those things, they don't mind waiting. You know, I want to give you guys an example before I go. If you go to buy a product from Travis Scott website the biggest artist in the universe, it's gonna take a month to arrive, but you don't care because you really wanted that product. Okay, you understand that many. People are buying that product and they told you that it was going to take a month to arrive. Another rapper Lil. Yachty. One of the biggest rappers in the world. He just released a new brand of sunglasses when you buy the sunglasses. It says, hey, you're not gonna get this till the end of spring but you really want sunglasses and you really are excited to buy them and just because they told you that it's gonna take a little while you're okay with that because you wanted the product. So if they didn't say that it would cause an uproar but if they're open and honest about it up front people don't really care. They really don't care they buy this thing and they forget about it and then it shows about their house and then they laugh about it and they use it and they have fun with the product. That's what I found to be my experience thus far you're not selling people water. You know, you're selling them things that they thought were cool on social media. So they bought it for a couple bucks. That is how I like to look at it. And that is how I've avoided losing Shopify accounts losing PayPal accounts that has been my journey thus far so hopefully this video is helpful to you and easing some of your concerns about customer service. That's all I got for this one. See you in the next one.
