The Importance of Overdelivering

By: harry robertson

The Importance of Overdelivering

As an online merchant, your customers cannot see your face. They cannot hear your voice when you are recommending your products, and they cannot see the emotions on your face when you are telling your customers what benefits they can derive out of your products.

The Internet is a level playing field for every Internet marketer and merchant out there. The sheer connectivity means that you can reach every individual in the world. You are not limited by geographic constraints and anyone can be your customer or client.

This is precisely why you should overdeliver. When every competitor of yours has access to everyone in the market, your only way of winning the battle is to overdeliver, again and again. When you overdeliver, you present yourself as a person with the customer's interest at heart. You become a trusted friend and not a greed-driven marketer out looking for their money. Overdelivering is simply your only way to differentiate yourself from your competitors.

You can start overdelivering by providing superb support for your customers. How many times have you been turned away with rude answers when asking about a certain product you purchased? Compare that with the number of times you have been provided very good service, as if you're being helped by a personal friend. The ratio is just off balance, proving how scarce good customer support is. By providing excellent support to your customers and answering to their every needs patiently, you will gain customers that are fiercely loyal to you because they know you have their best interest at heart.

When you provide excellent customer support, you're already ahead of most of your competitors. Take it a step further and think: in what other ways can you over deliver to your customers?

One very good way is to give your customers a pleasant surprise when they make a purchase from you. For example, if a customer buys your cooking utensils, you might throw in a bonus recipe book for them. However, do not use the bonus as an incentive for the customer to buy your products. Your products must be good enough to make the customer buy it in the first place, and the bonus must serve as a surprise element; you must not announce it in the product catalogue.

The final way is to build a long-lasting relationship with your customers. If a customer buys regularly from you, you should send greeting cards during birthdays and on every holiday, be it Christmas, New Year, Easter, even Chinese New Year! Your customer will again remember you as a friend, not a business associate, and will favour you above other merchants because of the warm relationship.

So, remember to start overdelivering today!

Not so long ago, when the computer was first mass-produced for selling to the public, a lot of industry experts predicted that nobody will want a box that does nothing besides handling data and hogging up the entire garage. They were obviously wrong - nearly every household will have at least one computer in the US, and most even have two or three desktops!

This little bit of history tells us that no matter how good your product is, you cannot earn even a penny from it if you have a lousy salesperson. Likewise, no matter how good your product is, you cannot sell even one copy of it with a weak salesletter. Hence, it is vital to have a compelling salesletter that will pull the prospect right into it and see clearly the benefits that are presented against the very reasonable price you are charging.

A good salesletter will first catch the attention of the reader by resonating with the reader's needs and desires. That's why you often see headlines such as "Have you ever felt..." or "Does ... sound familiar"? They work because they empathize with the reader's needs, problems or desires. The Internet is like a very busy freeway and everyone's in a rush. Only a strong headline like that in big, bold letters will stop your target audience dead in their tracks to read through your salesletter.

Once you've obtained your reader's attention, you want to spend the first few paragraphs on telling your story - how you have gone through what your reader probably has, the agony of the whole experience, etc. Once you get your reader thinking "he's one of us", you would be perceived as an understanding individual offering a solution and not an anonymous marketer looking to sell his product.

Next, you have to elaborate on the benefits of the product you are selling. List them all on a piece of scrap paper until you have quite a long list; then write your salesletter from there. In your salesletter, highlight the benefits in point form and elaborate on each benefit. Be sure to point out how your product helps the reader instead of pointing out the features of the product. For example, instead of saying "this gizmo cures headaches", say "this gizmo can relieve your headaches". Make it relevant to the reader.

Then, write a paragraph or two on how the reader's life could be changed if the problem he is facing can be totally solved with your product. It is important to use very descriptive words so that the reader can fall into the imagination more easily.

Last of all, make a strong call for action! Your final objective is to make your readers buy your product, so it is important to make a final, strong call for action, be it "click the Buy button", "whip out your credit card" and so on. Do not make the mistake of forgetting such an important step after coaxing your reader through the lengthy paragraphs.