Whether you run a sari-sari store or an online shop in the Philippines, proper etiquette is a key ingredient for building trust and ensuring customer satisfaction in the retail industry. In general, this is fairly instinctive in face-to-face interactions. And while it can be challenging to achieve the same in the e-commerce context, you can employ a few strategies to bridge the gap. The first thing to remember is that you cannot just rely on the customer’s tone of voice or body language to tell you what they feel. Secondly, you should know that your customers might mistake efficient communication as rude or off-putting in an online context.
Thankfully, a series of often-unspoken merchant etiquette rules are well understood in the Philippines. Following these established norms of online behavior, you can set the stage for increased loyalty, repeat purchases, and a positive brand reputation even beyond your existing customer base. Follow these guidelines and train your staff accordingly to guarantee pleasant customer interactions and sustained growth for your e-commerce business:
1. Accept All Payments
Perhaps the most important unspoken rule of online merchant etiquette is to not punish your customers for simply wanting to buy from you. Actively discouraging their preferred payment methods for your own convenience will not only lose you one sale but all the potential repeat sales you could have made from that customer who will take their business elsewhere. Being too picky with payments will also brand your business as one that’s inflexible to customer needs, ultimately limiting its growth and reach.
Choosing a better online payment processing company is the first step in friendlier e-commerce. Maya offers customer-friendly payment solutions like Maya Checkout that ensure you can have any online payment processed on your e-commerce site, regardless of a customer’s payment preferences. Maya Checkout lets your customers pay with any method they want including credit cards, debit cards, digital wallets, and QR Ph. If you use email or social media as sales channels, you can also use Maya Payment Links and Maya Invoice Payments to easily provide your customers the same freedom to pay.
2. Provide Transparent Pricing
The infamous phrase “PM for price” has no place in modern e-commerce. Customers today expect transparent pricing and hidden charges are generally seen as a breach of online business etiquette. However, hidden pricing is more than just a faux pas—it’s also illegal. Failing to provide transparent pricing is a breach of R.A. 7394, The Consumer Act of the Philippines.
Aside from properly displaying the basic price, you’re legally obligated to educate customers on all costs associated with a purchase, including taxes, shipping fees, and any additional charges. Fortunately, this is a burden that you should be happy to bear since keeping your prices above board builds trust and encourages your customers to keep coming back.
3. Keep Your Online Store Well-Organized
A well-organized online store gives you a good foundation on which to build a positive shopping experience. Ensure your website offers an intuitive layout, preferably one that is broadly similar to what other e-commerce businesses in your category offer. Though there’s nothing wrong with non-standard layouts, sticking with a familiar flow helps customers find what they need and keeps them from being frustrated.
4. Be Well-Informed about the Products or Services You Offer
To build your online shop’s credibility, you and your staff must be thoroughly familiar with the products or services you offer. Providing accurate and detailed information online not only demonstrates professionalism but also fosters trust with your customers. Always strive to include precise product specifications in your descriptions and respond to any inquiries with well-informed answers. If you're ever uncertain about a product detail, proactively reach out to your supplier to verify the information. This commitment to accuracy will help build a strong and trustworthy reputation for your business.
5. Respect Your Customers' Privacy
Respecting customer privacy is not just good etiquette—it’s also a legal requirement. Your e-commerce website and other online operations must comply with data protection regulations present in all of the markets that you serve. To secure your customers’ trust, clearly communicate your privacy policy so they know how their information is collected, used, and protected.
6. Handle Complaints Professionally
Complaints are inevitable and always uncomfortable to deal with. Fortunately, they are great opportunities to turn dissatisfied customers into loyal patrons. Handle them professionally by listening to the customer, directly acknowledging their concerns, and providing a fair resolution that addresses their views while still protecting your business. Most importantly, avoid “seen-zoning” your customers and address their complaints as soon as possible.
7. Be Proactive in Offering After-Sales Support
After-sales support through FAQs, live chat, or customer service hotlines is a necessary part of maintaining the trust that you’ve worked hard to cultivate. Consider setting up a system to automatically follow up with customers soon after each purchase to demonstrate that you care about their experience even after the sale.
Maya Payment Solutions Are Your First Step in Customer-Friendly E-Commerce
Etiquette is not a simple matter of saying “please” and “thank you.” It is about understanding the perspectives of your customers and acting in such a way that avoids problems in your interactions. If you have an e-commerce business, this means offering customers an online payment processing service they can depend on. Sign up for Maya Business and build lasting customer relationships with Maya Checkout.
Signing up for Maya Business gives you a high-performance Maya Business Deposit account for your online payment settlements. With an industry-leading 2.5% per annum interest rate, your funds will earn PHP 25,000 yearly on each PHP 1 million deposit. Maya Business Deposit also facilitates free InstaPay and PESONet transfers, saving you on fees each time you send money to partners and suppliers.
Becoming a Maya Business also qualifies you for a Maya Flexi Loan offer with a value of up to PHP 2 million within just 3 months. You can develop your e-commerce operations and train your staff in online etiquette with your Maya Flexi Loan. Use Maya as your primary processor for all wallet and card payments and keep using Maya payment solutions to increase the size of your next loan offer.
Send in your Maya Business application today to enjoy a friendlier, digitally transformed way of doing business with Maya Checkout, Maya Invoice Payments, and Maya Payment Links.
