Best Customer Service Practices in the Resale Industry

In the fast-paced world of the resale industry, we’re often dealing with thin margins and a commoditized product, so exceptional customer service is not just a nicety; it's a necessity. With customers having more options than ever before, providing top-notch service can set your business apart and foster lasting loyalty. Let’s dig into some pro-tips on how to build that loyalty.

Meet Customers Where They Are

Times are changing and how customers want to communicate with businesses is changing even faster. The times of instant gratification are here and customers want resolutions quickly. This means we need to be using multiple channels of communication to handle customer support effectively. Today's customers expect to be able to reach out to businesses through various platforms such as email, phone, social media, and text message. By being accessible across all of these channels, you ensure that customers can contact you in the way that is most convenient for them.

For instance, younger customers may prefer the immediacy of social media or text message, while others might opt for the clarity of a phone call or the formal record of an email. Either way, you’ve got to be ready for it and your team needs to be consistent with their responses across all the channels. Oftentimes, it’s a different person who handles social media than the person who handles your customer support. They need to make sure they’re on the same page because your social media person is going to be fielding customer issues as well!

Empowering Employees to Make Decisions

Speaking of being on the same page… Empowering employees to make decisions and resolve issues on the spot is another way to build that loyal customer base. When frontline employees are given the authority to address customer concerns immediately, it speeds up resolution times and shows customers that their issues are taken seriously. Not to mention, it’s going to boost employee morale and engagement, as they feel trusted and valued by their team.

Consider training your team extensively and then giving them the autonomy to make decisions within certain guidelines. For example, allowing employees to offer refunds or discounts up to a certain amount or the ability to provide other solutions without needing to seek manager approval can significantly enhance the customer experience. It reduces wait times and demonstrates a commitment to customer satisfaction.

Transparency About Product Conditions

Let’s be honest about what we’re dealing with here. We deal in overstock, returns, and other liquidated products. I know it, you know it, and your customer knows it. Why not be transparent?? Being upfront about product conditions ensures that customers know exactly what they are getting. This honesty can prevent many potential issues and misunderstandings.

When listing products, provide detailed descriptions and clear images that accurately represent the item. If there are any defects or signs of wear, make sure these are clearly highlighted. Or don’t, but if you’re not going to then your return policy should give the customer some security when purchasing.

Learning from the Best: Disney’s Customer Service

If you’ve ever been to Disney, you know that the experience is out of this world. Their goal is to make every experience magical and they detail some of these in their book Be Our Guest. One of my favorite touchpoints from the book is a study Walt Disney conducted that guests would only walk up to 30 feet to their trash. Since then, Disney has implemented a rule that no trash can will be further than 30 feet from you at any time in the park so that guests almost use them subconsciously!

This study highlights the importance of paying attention to the small details that impact customer experience. By understanding and anticipating customer behavior, Disney is able to create a more pleasant (and cleaner) environment for their guests. This level of attention to detail and commitment to customer satisfaction is something that any business, including those in the resale industry, can learn from and implement.

At the end of the day, our customers are what we’re surviving on. If they aren’t happy then no one is happy. Take the time to sit down and figure out what you’re business is falling short on customer service. You don’t have to make all the changes in one day, but a little bit over time will continue to build that loyal customer base we’re all hunting for!