One thing I’ve noticed over the years running home based business drop ship websites, is that we often get questions about products from people who didn’t buy the product from us. For example, a customer bought a unit from another online vendor and was having trouble with it after owning it for 8 months.
What do we do? Do we say “Haha, you didn’t buy that from us — too bad!”? Certainly not! We go ahead and help them anyway if we can. I look at it this way. The customer found us on the web and needs help with something. Just because we didn’t make any money on the original sale of the ‘whatever’ doesn’t mean we can’t help that customer with their current problem and establish some rapport.
Sometimes for whatever reason, you may have to send them back to the place they bought it. But often times as in the case mentioned above, we handle the problem ourselves. It was a warranty issue and it was relatively easy for us to put the customer in touch with the warranty department of the manufacturer. Not only can you establish rapport with customers like this, but often they will become your customer from now on! After all, maybe there was a reason they didn’t go to the place they bought it for help.