Negative Customer Feedback (7)
Ive been running ecommerce on facebook for about a year now, but just recently got this message at the top of my account:
Some of your future ads will reach fewer people due to negative customer feedback.
The product I am selling is a low quality product from China so it will get its fair share of complaints. How are you guys dealing with this? Are you just moving from account to account?
The best way to solve this problem is actually solving the issue.
So find out why people are unhappy and address their complaints, refund etc. Check out Caurmen's guide here
Low quality doesn't have to be an issue. I'd address these things in my copy. And create an upsell (which should give the customer option and yourself a better margin)
Something like: This product is geat if you use it occasionally. If you use it daily, you'd be better off with product Y. It's a bit more expensive, but it'll last longer and you'll also enjoy (benefit 1, benefit 2, etc)
Hope this helps.
If the product is doing well for you, it's time to get out of the affiliate marketer lair and put your e-commerce entrepreneur hat on. You have to start looking into the same product for better quality, even if higher price. Work with the people who gave you negative feedback, ask them what went wrong, solve the problem and show that your intentions are to bring a good product to them, even if you screwed up now.
As for the ad account, you might have to jump to a new one, I don't know for sure. What I do know is that jumping ad accounts like that won't help you for the long term, so maybe you jump once after you solve the quality issue, to start fresh but don't think you will be able to sell bad products for the long term.
LE: Even though I have limited experience, people appreciate talking to a real person, not a business/corporation. Use this position as a small entrepreneur to your advantage and get direct feedback, start a conversation. It won't always work, some will just flame you for no reason but you will be surprised by how much people appreciate their opinions being heard and even taken as advice!
Funny story - one person was angry that his cards kept getting rejected on one of our stores. He tried 5 cards and he always had the wrong zip code/address for them. He probably moved recently and didn't change his bank records. He flamed very hard in the comments, called us idiots for not taking his money. We checked the Stripe logs, answered him that we saw his transactions, we apologised for rejecting them and said it's for his own safety and reminded him to make sure his address is correct. The next day, his 7th or so total attempt went through and never heard from him again. He bought like 4-5 items. He was extremely angry for not being able to give us money... but he bought!
My lesson from that is to go deeper into why people are being negative. They often won't bother to give negative feedback unless there's something they really want to be better.
^ Total agreement with the above points.
Sometimes it'll go way further than just people shutting up, too. One of the best ways to attract really, really loyal fans is to respond to people who are angry with you and solve their problem. You'll get lifelong enthusiast brand evangelists that way.
Thank you for all of your input, its much appreciated. I agree with all of you guys in that the only long term solution is to provide a better product, better customer service, etc to the customer. Do you guys know if the account slap is permanent or does it "reset" every 30 days or somethign?
Originally Posted by currysauce415
Drop shipping days are numbered; ecom is heading towards real store, in the country or close to it to provide customers maximum 7 days delivery (but preferably 24-48 hour delivery after ordering), HQ quality product, that are priced well in the market (so your margin is slim). Sad as it is, things are going ways of retail, where you will have to work for volume and to get your Average customer value up and having them return to buy more and more.
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