Why the Sale Doesn't End at the Checkout
Most business owners in Brisbane are working way too hard. I see it every day from Chermside to Coorparoo: owners spending thousands on Google and Facebook just to get a single customer through the door, only to completely ignore them the second the credit card clears.
If you think your job is done once the package is in the mail, you are leaving a massive amount of money on the table.
Data shows that it costs about five to seven times more to find a new customer than it does to get an old one to buy again. If you're constantly hunting for new leads, you're on a treadmill that never stops. To actually grow your bank account, you need to focus on what happens after the purchase. This is how you make more from current customers without increasing your marketing budget.
Here is the cold, hard truth: A customer who has just bought from you is in the most emotional state they’ll ever be in regarding your brand. They are excited, but they are also slightly nervous. "Did I spend too much?" "Will it arrive on time?" "Is it actually any good?"
If you handle those next few days correctly, you build trust that leads to a second, third, and fourth sale. If you mess it up, they’ll never come back, and they might even tell their mates to stay away.
The Three-Stage Plan for More Repeat Business
I’ve analysed the numbers for dozens of local e-commerce shops. The ones that thrive aren't necessarily the ones with the flashiest websites; they are the ones that manage the "gap" between the order and the delivery.
1. The "Anxiety Killer" Emails
Most businesses send one boring, automated receipt. That’s a wasted opportunity. You should be sending a sequence of three simple emails that make the customer feel like they’ve made a great decision.
The "High Five" Email (Immediate): Don’t just say "Order #1234 Confirmed." Say "We’ve got your order! We’re heading to the warehouse now to get this packed for you." It sounds human. It builds excitement. The "Value Add" Email (2 days later): While they wait for the postman, send them something useful. If you sell BBQ rubs, send a recipe. If you sell skin care, send a video on how to apply it. You aren't asking for money here; you're proving you care about their results. The "It’s Arrived" Check-in: Don't rely on the courier's tracking. Send a personal note asking if everything arrived in one piece. This is where you catch problems before they turn into bad Google reviews.
2. The "In-The-Box" Surprise
When a customer opens your package, that is your best marketing moment. Most big retailers fail here—it’s usually just plastic air bubbles and a boring invoice.
I worked with a small boutique in Paddington that started hand-writing a 10-second note on every packing slip: "Hi Sarah, hope you love this dress for your event! – Jess."* Their repeat customer rate jumped by 22% in three months. It costs $0 and takes 30 seconds.
If you want to scale this, include a physical coupon for their next order. But don't make it a generic "10% off." Make it specific. If they bought a coffee machine, give them a discount on the beans. This is a proven way to make more money from every order by guiding the customer toward what they need next.
3. The Review Request (Timing is Everything)
Most people ask for reviews too early. If you sell a supplement that takes 30 days to work, and you ask for a review on day three, you'll get a "haven't tried it yet" 3-star rating.
Check your data. How long does it actually take for someone to experience the benefit of your product? Set your automated request to go out exactly two days after that. When people are happy with the results, they are much more likely to give you that 5-star rating that helps you put products in front of ready-to-buy shoppers later on.
Stop Chasing, Start Growing
I’ve seen Brisbane business owners double their monthly profit just by fixing these three steps. They didn't need more traffic; they just needed to stop losing the customers they already had.
The Cost: Most of this can be done for free using the tools you already have (like Shopify or Mailchimp). It just takes a few hours of your time to write the emails and print the vouchers.
The Timeline: You will see the impact on your repeat purchase numbers within 30 to 60 days.
The Bottom Line: If you aren't talking to your customers after they buy, you're essentially throwing money into the Brisbane River. You've done the hard work of getting the sale—now do the smart work of keeping the customer.
What to Do First
Don't try to overcomplicate this with fancy software.
1. Read your own automated emails. If they sound like a robot wrote them, rewrite them today in plain English. 2. Add a "Thank You" card to your next 50 orders. See if anyone mentions it or uses the code. 3. Check your review timing. Ensure you aren't asking for feedback before the package has even arrived.
If you’re too busy running the day-to-day of your business to set these systems up, that’s where we come in. At Local Marketing Group, we specialise in building these high-profit systems for Brisbane businesses so you can focus on what you do best.
Ready to turn your one-off buyers into a predictable stream of income? Contact us at Local Marketing Group and let’s look at your numbers.