When you work in eCommerce, Black Friday and Cyber Monday (BFCM) are some of the year's most intense, high-stakes events. From around mid-October through the end of November, and even up to January with holiday sales, it's all hands on deck to maximize sales, meet targets, and provide customers with a seamless shopping experience. Here are some essential tips for getting through this period with your sanity intact.
1. Acknowledge the Reality: It's Going to Be Busy, Busy, Busy
The most important thing to understand is that BFCM will be demanding. Many eCommerce workers face long hours, tight deadlines, and sometimes even a few chaotic moments. Acknowledging this upfront allows you to prepare mentally and physically for what's to come. But while the days are long, they don't last forever, and neither does the shopping frenzy.
2. Find Balance with a Bit of Retail Therapy
After spending hours helping others find the perfect deals, it can be nice to treat yourself. If you have a few moments, take advantage of those BFCM sales yourself—get something small that you've had your eye on. Not only can it help you relate to the customers you're serving, but it also gives you a bit of enjoyment in the process. Plus, having that "me time" goes a long way in maintaining a positive mindset.
3. Stay Focused on Your Goals
It's easy to get caught up in the BFCM whirlwind, especially when sales are flying in fast. Remember, at the end of the day, it's still just shopping. You have targets and goals, and if you've done the groundwork—like nurturing customer relationships and retention ahead of time—it should all fall into place. Keep your focus on each day's objectives and understand that with a strong strategy, it should all be manageable.
4. The Customer Service Perspective: Preparation is Key
If you're on the front lines of customer service, BFCM can feel like a storm of inquiries, complaints, and questions. Here are some specific strategies to help you survive:
- Anticipate Common Issues - Customers will often order the same item in multiple sizes or colors, hoping to return the extras. Be prepared for a spike in return requests, and ensure you've reviewed the return policies beforehand.
- Provide Clear Communication - Update your website and other customer-facing platforms with shipping deadlines, estimated processing times, and return windows. Customers are much happier when they know what to expect.
- Streamline Your Responses - Consider setting up automated responses or templates for common questions. If customers are consistently asking the same questions, it may also indicate a need to update FAQs or website info.
- Self-Care in Customer Service - Take regular breaks when possible. If your company has a large volume of inquiries, see if you can rotate shifts or cover for each other. It's easy to experience burnout when handling high-stress situations, so don't neglect your own needs.
5. Keep Shipping Times and Return Policies Updated
One of the biggest frustrations customers experience during BFCM is unclear or unrealistic shipping times. Before things start to get busy:
- Double-Check Processing Times - Ensure these are clearly visible on your website and checkout pages. If you anticipate delays, set reasonable expectations.
- Review Return Policies - Highlight any temporary changes in return policies, such as extended windows for holiday returns. This will not only help customers make more informed choices, but it will also reduce the number of customer service queries.
- Consider Shipping Deadlines - Remind customers of shipping cutoffs so they can receive their orders on time. Most platforms allow you to add a banner with key shipping information.
6. Remember to Take Care of Yourself
While your work during BFCM is essential, remember to keep yourself at the top of your priority list. Here are some general self-care tips:
- Set Boundaries - When possible, set start and end times for your work day. Having a clear boundary between work and home life can prevent burnout.
- Take Regular Breaks - Whether it's a quick coffee or a short walk, stepping away from the screen periodically can improve your focus and keep you calm.
- Practice Mindfulness - In the heat of the moment, take a few deep breaths to clear your head. This can be especially helpful if you're dealing with frustrated customers or unexpected issues.
- Celebrate the Wins - Small victories are worth celebrating, whether it's a positive customer review or hitting your sales target. These reminders of success will give you the motivation you need to keep going.
7. Reflect and Learn for the Future
Once BFCM wraps up, take some time to reflect on what went well and what could be improved for next time. Did you handle the customer inquiries as efficiently as possible? Did your team meet its goals? Make a note of areas that you'd like to improve for next year, as well as anything you found particularly effective.
Black Friday and Cyber Monday will always be demanding, but with the right mindset and some self-care, you can successfully navigate them—and maybe even enjoy the experience!
