Last thing I wanna talk about in this program is customer experience. And for beginners, this is one of the most commonly overlooked things of all time. They just focus on getting orders, making money, and looking at cars to go purchase. But the truth is, we are selling real products to real people. And if you don't focus first on providing those customers with a good experience, or at least working towards that in the long term, you are going to fail. You're gonna make money today, but best believe you're gonna pay the price for that money tomorrow. If you're selling s**t scammy products with terrible shipping times, you're gonna get chargebacks, refunds, lose your payment processor, everything's gonna come crashing down.
There's a really good book called Delivering Happiness and it's book from the guy that created Zappos like the biggest online shoe store at the time, and sold it to Amazon for like billion dollars. It talks about this. It talks about how to provide a good experience to your customers. You know, this is a great book for you guys to read if you're really serious about this stuff.
But in short, how can we provide a great experience to customers if we're doing drop shipping? Well, we wanna make sure that we have clear customer service. We wanna make sure that we're really easy to get in touch. We wanna make sure that the products we're selling actually do the things we claim that they're gonna do. And most importantly, we wanna make sure that we're constantly, as we scale, trying to improve on those things, how can we work with the manufacturer, auto Ds and the supplier to improve the whole process?
So we make the product a little bit better, so we make the shipping packaging a little bit better. These are the things that I did with Sleep Bend. We went through around 10 iterations of the Sleep Bend product and packaging before it got to the point where it was fully custom and we sold the brand. So this is what you do in terms of scaling the business. Same with customer service. We started out with a basic Gmail email that I was managing, and then I took some of the money and I hired an agent who managed that. And then we took some money and upgraded to a actual domain with our email address. And by the end we had a phone number toll free. We had multiple agents managing our email, and we had a chat support. And that's what I'm talking about. You're constantly focusing on upgrading the customer experience. As a beginner, it's important to nail how to market, how to sell stuff, but if you really wanna build a business for the long term, this is what you need to understand.
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