Poshmark is a social commerce marketplace where people can buy and sell new or used clothing, shoes, and accessories. My wife started a Poshmark business a few years ago, selling things from her closet that she no longer wears and from treasures she finds at select retailers. Ra El has built quite a following on the site from jewelry, dresses, special blouses and tops.
She has over 106,000 followers.
Ra El gets to exercise her creative genius in her photography, writing and descriptions of the things she sells. The reviews are amazing from people who receive beautiful packages from her Here is a link: https://poshmark.com/closet/dolphinlight if you are curious.
Distribution and Logistics
But this is the story of her distribution and logistics department. AKA – me.
I take her packages to the post office to help her keep her ratings highs which are some of the best on the site.
It gives me a chance to get out each day and get a break from work. And I’m happy to help her. When you work from home, an opportunity to get out breaks up the day.
Recently, the lines at our local post office have gotten long. Very long. The wait can be up to thirty minutes. I’ll arrive and find 30 people waiting in line and just one clerk working. It is frustrating, but I don’t have a choice, so I wait.
Sorry for Your Wait
Every time I go, the woman behind the plastic screen says,
“ I’m sorry for your wait.”
The clerk will apologize and empathize with me. Its is genuine and doesn’t feel forced. She looks me in my eyes.
It immediately disarms my frustration and anger. I was all set to get mad; I feel like the postal clerk is doing her best and getting angry is a waste of energy.
But the lesson of empathy is essential. The local post office manager realizes that the clerks can immediately burst the anger bubble that most people feel when standing in line by merely being empathetic.
Lessons in Empathy
Are you frustrating your customers by putting them on hold, making them wait for information, or by not promptly addressing their frustrations? A simple – sorry for the delay goes a long way and costs NOTHING to implement.
No business runs perfectly. We all have challenges, especially in these Covid times.
Saying you are sorry doesn’t make the problem go away, but it does help manage your customer’s frustration.
Of course, you need to go upstream to get at the root cause of a problem.
But in the meantime, let people know you feel their pain.
Empathy can be potent marketing strategy. It works every time.
Need help creating empathetic marketing plans?
I can help. You can set up a time chat with me about your marketing challenges using my calendar. Our initial conversation is free. You talk, I listen. Email me jeffslater@themarketingsage.com or call me. 919 720 0995. Visit my website at www.themarketingsage.com. Let’s explore working together today.
Photo by Warren Wong on Unsplash
