They say you've only got one chance to make a sale... if there's something wrong with your site, you've lost the sale. I'm here to say there's still hope!
We just launched a major site redesign yesterday, and while I fixed all the visual errors, I neglected to test the shopping cart checkout system. As it turns out, a potential customer tried to make a purchase, and due to an over sight on my part, was unable to check out. He was awfully unhappy with us... but did take the time to email a complaint through our customer service script.
(Our checkout button had actually been left completely off the new site design... OOPS!)
Customer Complaint/My Reply
>>I wanted to place an order, could not find "CHECKOUT" damn poor website, hope >>this does not reflect your products.
My apologies. There appears to be a glitch in our new site design. it should be fixed within the hour.
Our redesign was launched yesterday evening, and as with any large project, there are sometimes a few 'kinks' that need to be worked out in the new system.
Customer Reply/My Reply 2
>>Your web designer must be related to Bill Gates, (little humor), thanks.
Actually, I am not related to Bill Gates. :) I've been working on the redesign for two weeks, and apparently got to the point where I couldn't see the proverbial forest for the trees... just a simple oversight.
My apologies for your inconvenience. I'm working on it right now.
My Final Message/Customer Reply
Everything is working as it should be with the shopping cart now.
There seems to be a conflict with the new layout and the shopping cart, so I put the 'old' checkout forms back up while I find a solution.
The site is still functioning securely, and your order can be processed as normal.
Thank you again for your patience.
>>Thank you for the update, I shall.
I bit my tongue, put on the proverbial "happy face", and perservered... and the customer did actually return to complete the purchase <insert sigh of relief here>! All within an hour of receiving his original email message. (I think speed of response is a HUGE part of it, IMHO)