1. Quality and description of products or services
To avoid misunderstandings with customers, it is important to set their expectations correctly.
- Establish a quality control system and have a person who will be responsible for customer support.
- Accurately label and advertise your products or services (no misleading photos or descriptions).
- Do not overstate your promises, or they can be interpreted as express warranties or contracts.
- Draft Terms and Conditions for the use of products or services.
2. Timing and terms of delivery or performance
Again, setting customers' expectations correctly is the key.
- Accurately describe the terms of delivery and performance in the Terms and Conditions and/or the purchase/ service contract.
- Have a person who will be responsible for customer support.
- Draft and implement return policies.
- Use reliable fulfillment and shipping services.
- Train your personnel to follow all steps of the fulfillment process.
3. Incorrect charges
- Use a reliable payment processing system and POS.
- Have a system for keeping track of all transactions and contracts.
- Have a system of communication with customers that provides timely notices and responses.
4. Unhappy customer reviews
- Have a person who will be responsible for customer support.
- Have a system of communication with customers that provides timely notices and responses.
- Establish a system for verifying the reviews.
- Ask customers to contact you if they have any issues.
- Respond to reviews promptly, politely, and positively. If the review is inaccurate or false, do not wait to address it.
5. Injuries, damages, losses
- Have proper insurance coverage.
- Include all necessary disclaimers, especially if products or services may pose a risk of injury if misused.
- Include all necessary instructions and disclosures, especially for regulated products or services (check federal and state standards).
- If you receive a claim of injuries, damages, or losses, promptly speak with an attorney before doing anything else.
