I just bought a used book from the Amazon marketplace – that’s where you go to Amazon and once you find the book you’re looking for, you check out if there is a good quality used one being offered by one of millions of people selling their copy. I’ve sold many of my old books this way – so it ships to you directly from that seller’s home or business, and Amazon has a rating system to “somewhat” monitor the transaction.
When I buy a used book this way, I look to see if there is one for sale in my state first, even if it costs more, because it will arrive sooner if local. I found my book, at a reasonable $2 cost, from a seller in my state. I placed the order.
Today I got a “canned” email message thanking me for my order, and saying to expect it in 5-14 business days.
What struck me is that unless these folks fill hundreds of orders a day, they could take a look at the fact that I’m a local buyer, and slighly adjust that statement, or to say, “this is standard delivery, since you’re local, it should be sooner” – SOMETHING to make me feel that I’m important as their customer.
So, I sent them a reply email saying that I’m just a few towns away and that they must be shipping it by pack mule to get that book to me in 5-14 business days.
Here’s the funny point – the seller COULD have, at this point – just said, oh, sheesh – yep, will be sooner – but here is what he said instead, that caused me to write a post about it:
Sorry, you should get it today or tomrrow. We can’t promise anything sooner because, although the local post office is really efficient, sometimes things move realllllll slow.
He was very nice, but he missed the point – as a buyer, I wanted the transaction to feel more personal. Since I buy hundreds of books, RARELY for only $2, I am someone that is worthy of a bit of customization…. don’t you feel that way as a consumer? One could say that the Amazon Marketplace seller is just churning and burning – cranking out orders. Just take a closer look next time and find some way to personalize your transactions – in a way that makes you memorable. I guarantee that it wil increase your sales and help give you an extended team of salespeople who will recommend you out in the world. It will cause people to seek you out, and help you create customers for life.