How to Follow Up on Online Orders

I order from direct sellers often. I love the products, and enjoy supporting individual direct sellers. It’s my way of giving back to the economy while taking care of my family’s needs. It’s one of the reasons I often invite direct sellers to share what they have to offer on my Facebook Page in special posts, where I invite links.

You see, often on Fridays I have something on my Facebook Page called “Promote Your Business Friday.” It’s an opportunity for direct sellers to highlight the products that they love, and share a link. I encourage everyone who participates to check out the products from other direct sellers, too. It’s great when we support each other.

I read the list every week too. And when I have a need, I shop from that list. Like recently, I needed some gifts for Mother’s Day. I saw a direct seller post about something I thought would be perfect, and placed my order right online. I never actually spoke with the direct seller. I just ordered what I needed.

And I often do this, order online when I have a need. But the really interesting stuff happens after the order. Because the direct sellers that I go back to are the ones who follow up. Who send a personal note of thanks through *gasp* the mail. (You know, the kind with a stamp.) 🙂 And maybe a sample or two. Who check back in after the order is delivered to make sure I got everything, and that I’m satisfied. This elevates the order from simply an online transaction, to a personal level of service.

And after all, isn’t that the benefit you bring as a direct seller? Otherwise, your site is just another e-commerce site. And they’re a dime a dozen.

As time goes on, I predict we’ll see our online business grow in this industry. You’ll see those orders come in from the website your company provides. But it’s what you do after the order comes in that really counts.

The fortune is in the follow-up that only you can provide.

How do you follow up on online orders? What result do you see from those efforts? Would love to read your thoughts and experiences in the comments below.

13 Responses to How to Follow Up on Online Orders
  1. Jolly Kollamparambil
    May 10, 2011 | 11:52 pm

    Hi!,

    Adding that personal touch in the online transaction is indeed the differentiating factor in the online world. This blog emphasize the importance of doing things differently and adding value to your customer.

    Thanks for such a wonderful blog post

  2. Rhena Lindsey
    May 10, 2011 | 10:17 pm

    Oh, I just love these tips. I had a new member to order, so I will be sending her something in the mail, like a sample and other info. Thanks so much!

  3. Bernice Caruth
    May 10, 2011 | 1:46 pm

    A personal, handwritten Thank you is a must, along with a phone call, even if it means leaving a voice mail message. Shaklee provides us with all the order information, and even lets us know is a separate email when the order is estimated to be delivered. So I make a call on the day following the delivery, then a week later to see if they are using the product and have any questions, and then a month later to see if they need to reorder. I also ask permission to send them brief newsletters and/or emails regarding product information. These dates need to be written down or put in electronic calendar, otherwise time gets away. Follow-up is critical.

    Last year I had a new furnace and air conditioner installed and not once did the company owner call to thank me or call to see if I had any questions. That has irked me, and it is reminder for me to provide service that I expect myself.

  4. Tiffany Gabel
    May 10, 2011 | 11:59 am

    I generally follow-up within a few hours via email thanking them for the order as well as offering a specail and providing my contact information. This email also invites them to FB page and blog.

    I also like to follow up via mail and/or phone number but with my online orders, I’m limited to the information provided and dont always get this information.

    Have a SCENTsational day!!

  5. Kellie Martel
    May 10, 2011 | 10:25 am

    I was referred to your site by Sharon Mayers (Thanks Sharon!), what a great site!

    And what a great post! I remember back in the day when customer service was a priority with companies. Now it feels as though it’s not a priority anymore, people do just what their job description requires of them and they don’t go that extra step. That extra step can mean the difference between a one time customer or a lifelong customer. Personally, I’d rather a lifelong one!

  6. Delinda
    May 10, 2011 | 9:20 am

    Great ideas Jennifer and everyone! Do you have in mind an order minimum before you send a little gift?

  7. Sharon Mayers
    May 10, 2011 | 8:59 am

    Wonderful post as usual Jennifer!

    I always follow up with a telephone call (if a number is provided) or an email thanking them for their order. I also send a Thank You card in the mail along with a current catalog and a sample.

    This system of following up has garnished me several repeat orders from my online customers; many of whom I never knew before they placed their online order!
    Sharon Mayers recently posted..Stand Up Comedy and Direct Selling

  8. Karen Overturf
    May 9, 2011 | 8:27 pm

    A lot of my customers are here on FB… first of all, I make a post of Thank You for everyone to see.

    After mailing the package, I give it enough time to get there, and then I send a message to them, making sure they received it and they were pleased with the items they purchased.

    I also send a handwriiten Thank You card in with the order! Just a bit of the old fashioned touch!

    Blessings,
    ~Karen

  9. Jen
    May 9, 2011 | 7:55 pm

    I always send a handmade thank you card to all those who order online. One of my businesses is scrapbooking and stamping with Close to my Heart so my customers love it. My other business is Jewel Kade jewelry and these
    Customers absolutely gush over hand made cards too.

  10. Sarah Bonham
    May 9, 2011 | 3:05 pm

    I totally agree, a quick follow up of some description is well worth it and if you can send something in the good old fashioned snail mail, then that’s just extra special. We’ve just brought out some beautiful little gift cards & I think they will be perfect for a quck ‘Thank You’. Just signed up to follow your blog today and I’m looking forward to future entries.

  11. Linda Burt
    May 9, 2011 | 11:47 am

    Jennifer,
    I ALWAYS follow up with a personal note of Thanks, along with a current copy of my catalog and a little freebie gift, like a small wall calendar or a small cookbook, tied up with raffia and another cute small Thank You, letting them know that I truly appreciate their business and the gift is my way of saying thanks one more time! Yes, via the US Mail Service!
    At Willow House we get all the info of our online customers and I am Thankful to my company for the opportunity to follow-up personally!
    Good Posting!
    Linda

  12. NooraK
    May 9, 2011 | 10:15 am

    My frustration lies in that often I do not receive the contact information of the person who placed the order on my website. I’ve even received orders from current customers, but the notification indicates they opted not to share their contact information with me (even though I already have it form a previous order).

    I do follow up with my online orders when I can. I have not done so by mail, but I do make phone calls to verify that the items were received, and meet the customer’s expectation.

  13. Debie Napoleon
    May 9, 2011 | 9:47 am

    Hi,

    I would love to do that regular mail follow up, but at this time my company only provides me an e-mail address to follow up. So, I do send an e-mail thanks with a special offer, plus I do follow up after a few weeks to make sure they are happy.
    If I am lucky enough to get the regular mail (via a contact or the email I send) then I am happy to send them something special.

    Regards and happy online shopping!

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