I’ve had an experience recently that has made me re-define the whole question of excellent customer service.

A marketer whose products I normally buy sent out a mailer promoting a sale of a product I already bought from him. He also hinted that there was a great product available as an OTO at a stunning price. Naturally I was curious because he didn’t mention what the offer was. The only way to find out was to buy the front-end offer.

His products have always proved worth having. I think I have them all now, so I didn’t need the front-end product again, but it was worth it to me to find out what his OTO was. Turned out it really was a superb offer on a piece of software that can

automate most of your internet marketing, including integration with Kunaki, if you want to offer CD or DVD products.

Unfortunately for me, I had bought the very same product some months before. It’s an unlimited license so I don’t need a second copy. Frankly, for me, it was worth the $7 on the front-end product to find out what the OTO was. In fact I already own and use the OTO software to sell physical CDs that give me access to a whole different marketplace. It works like a dream and quite honestly I just forget it’s there.

Here’s where the re-definition of customer service comes in. I got an email from the marketer a while later. He asked me whether I wanted a refund since I already had a licence to the software. How’s that for good customer service? He pro-actively checked with me to see whether there I had made some mistake and offered to rectify it.

There are 2 things going on here that are important. The first is that his offers are genuine offers so I had no hesitation in buying to find out about that famous OTO. I knew it would be something great and I knew it would be a great price. On both counts I was right.

The second is that  in going the extra mile with me, by contacting me about a possible refund, he’s just virtually guaranteed I’ll continue to buy everything he puts out. I might as well give him the password to my PayPal account and tell him to just charge it whenever he launches a product!

There were several steps employed to gain my custom and – more importantly – my word of mouth advertising.

1. Offer good, solid products
2. Ask a fair price
3. Deliver what you say you will
4. Pique the customer’s interest
5. Make a limited offer genuinely limited. If it’s just a ploy, people see through it and don’t like it. Ever seen those phoney “buy before midnight” messages on those cheesy salespages?

Because he’s given me good value and good products I’m giving my friend something valuable in return – word-of-mouth recommendation. He has a limited time offer on a great Nickel Script, just $7. It’s like the $7 Secrets scripts with a boost and when you’ve bought that you get the chance to buy an incredibly powerful internet marketing script. I’ll tell you now that the offer price is just $20, way below market value.

If anyone buys from my link here I’ll offer free installation of the OTO software on 1 domain. Check out the deal from Frank Haywood now.

, customer service

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