Prioritise Customer Service

While our agents are our customers and we do everything in our power to provide support to you guys it is equally important that you guys consider customer service for your customers throughout the sales process.

We have noticed a trend where agent's customers come directly to us to enquire about returns, sizing and quality issues. While we do care about all of our extended customers we do think one of the cornerstones of a successful agent is good customer service for their own customers. Remember return customers are much more profitable and valuable than new customers and as such looking after your customers after the sale is complete is essential to retain your customers and get them back for future purchases. Be sure to follow up with customers and check if they are happy with their purchases, if you have an online store or social media page you can invite them to make a review which then works to build expectations for future customers.

So often agents think the end goal is a sale but if you can turn a customer into an advocate; which roughly translates to someone who actively promotes your brand without you asking them to do so, then you can get even more customers and sales without the spend needed to acquire them. We encourage agents to think beyond the sale and provide after sales support until your customers become advocates.

In the same breath not all customers will have pleasant experiences and it’s important to minimise the impact of any negative experiences to ensure they don’t share their negative opinions of your company with others. Allow for open communication with customers; there is nothing worse than having an issue and the person from whom you bought the item doesn’t reply or want anything to do with you.

Another tip is to create policies for how you deal with certain issues such as service issues like delivery delays or quality problems. If a customer has a policy to refer to and you uphold that policy fairly then more often than not they won’t build up any resentment towards your brand as the result of a bad experience. In the same breath, the customer should always be a priority and you don’t want to get into debates with customers if it means tarnishing any chance of return purchases.

Sizing is a big issue we have picked up on and what we have realised is that agents don’t always do enough to advise potential customers on what sizes they should be buying. We do have size charts available for agents to use and for customers to consider, use these along with our sizing recommendation based on the fabric and fit of the style to advise customers on sizing. Remember some styles fit tighter and some are lose, it all depends on the fabric and desired look of the style. We recommend agents try on each style in their normal sizes and recommend sizing based on this.

Some styles are also made to be oversized; the Nadia airflow dress for example. With styles like this you need to tell your customers it is loose fitting and drapey. If they want a tighter fit you must advise them to either go smaller or to rather go for a different style with a tighter fit.

A good size recommendation is to tell customers to base their size on their biggest body part. What this means is that if they are a 42 bust and a 38 waist then they need to buy a size 42. Our bodies are all different and unfortunately we cannot accommodate for every variation but you need to work with your customers honestly to ensure they get the right sizes. This works in your favour because there will be less angry customers, you will spend less time sorting out returns and exchanges and your customers will get a piece that they want and like which in turn will bring them back for future purchases.

On the topic of returns; in any business returns are unavoidable and in no industry is this more relevant than the clothing industry. We highly recommend our agents develop a return policy for their customers. Remember Wild Earth prides ourselves on great quality and this is not just something we say but something we stand behind. If any returns come back due to quality issues Wild Earth will always offer a refund or exchange and thus we expect the same offer to extend to your customers. In the same breath you have to check your orders when you receive them for quality issues.

Another important consideration that ties in with returns and sizing is that if a customer rips any items from trying to squeeze into the wrong size then the agent needs to take the responsibility to absorb that return fully. We are responsible for our customers and you are responsible for your customers. If you do not advise customers on sizing correctly resulting in damage to your stock then you need to understand that we cannot accept responsibility for that because we had no power over which sizes you sold to your customers.

What we recommend is for agents to consider making videos wearing the items; you can explain the fit and fabric in a way customers can see and better understand.

Take your time ensuring customers make the right purchase and you will reap the benefits. Maintain the relationship after the sale and receive return business and great word of mouth.

“Remember return customers are much more profitable and valuable than new customers”