Real quick before we start: thanks for the massive support last week, the email about brand building got so many positive responses… crazy! If you want me to write more about the brand, just reply to this email.

Today’s email is important. It’s completely overlooked in dropshipping education.

It’s the importance of having empathy with your customers.

Empathy is often mistaken as “having the same opinion as everyone else”. But that’s wrong. That’s called sympathy.

Empathy is for professionals. For people who can deliver great work, even when they’re not feeling it.

When running a business, you’re at service. You serve your customers. Meaning it’s your job to swallow your personal feelings. (At least if you wanna be successful).

Your customers will complain for reasons you’ll never understand. And that’s okay.

Your customers will leave 1-star reviews though you made no mistake. And that’s okay.

The very last thing you should do is to respond cocky. Like this:

^ A missed opportunity to show empathy and prove to everyone else who reads this review that you’re handling this professionally and helping the customer.

If you want to win in a fight, cool. Go ahead. But if you want to win in business, be empathic.

Make your customers feel seen.

You don’t even have to be your own customer to be empathic. You just have to act like they’d do.

I sold cat eye sunglasses, women's jewelry, and many more things I’d personally never use. And I did it successfully. Because I wasn’t arrogantly thinking my customers like the same things I do.

If you want to run a business that attracts bargain hunters, learn about running giveaways and high-incentive loyalty programs. Then start one.

If you want to run a business that makes people spend a lot of money, learn about the world of luxury goods and consider calling your customer support “online-concierge service”.

Empathy allows you to…

• Sell high-ticket products, though you’re broke.
• Sell running gear, though you hate working out.
• Sell peanut butter, though you’re allergic.

And everything else.

Can you be that professional?

I think you can.