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Muslim Info-Business Issues

When we prepared the project to launch and began searching other practicing information businessmen in Muslim niche, we did a survey on our Instagram page about who our subscribers can recommend and who they would put in the blacklist because of a negative experience in purchasing service.
Our aim was simple – to measure the percentage of bad/good reviews and then select who have a positive reputation for a personal brand and with whom we would like to cooperate in the future.
During the survey, we received both positive and negative reviews about some bloggers, which provoked negative reaction to our page, and there were also “rescuers” who decided to stand for “victims” by setting amanat.info as an “aggressor”. So we’ve got into the “Karpman Drama Triangle” without writing a single criticizing word on our behalf.
This whole situation made me understand the main problem of info-business development in the Islamic Russian-speaking market – an inability to work with negative reviews from customers.
However, before info-blogger to complain about dissatisfied customers – let’s have a look at the point of view of Islamic economics.

HOW THE CONDITIONS OF PURCHASE OF ONLINE INFORMATIONAL SERVICES SHOULD BE FOLLOWED:

Rule 1: Product must exist at the time of purchase. 
In this case, “product” is the course. Thus, at the time of selling the course, it should already be recorded, and if the course is held in the format of live webinars, the program of the course should be ready.
Rule 2: Product must be owned by the seller at the time of purchase.
If the info-blogger is selling an “affiliate course” (that is, several lecturers are presented on the course), then at the time of selling the course, the person who takes the money should have notes from all the lecturers.
Rule 3: Purchase must be instant and absolute.
If a blogger keeps a record on the planned course but does not take money for it, this is not considered as a purchase. Accordingly, those who enrolled in the course under such conditions have the full right to refuse to participate in the course until the act of purchase.
Rule 4: The subject of the purchase must be a valuable property.
Accordingly, the value of the course should correspond to its price relative to the market value of courses.
Rule 5: Product must be completely halal.
That is, all the information on the course should correspond to the Sharia.
Rule 6: Product of purchase must be specifically known and identified by the buyer.
That means the course should have a detailed description that gives a complete understanding of what the potential buyer will have gained at the end of this course.
If the buyer has additional questions regarding the course information, the seller must provide the most accurate answer to them.
Rule 7: Delivery of the sold product must be done on time and should not be depended on unforeseen circumstances or accidents.
Following this rule, the client must receive all lectures and other course materials at agreed-upon purchase.
Rule 8: Price certainty is a prerequisite for the validity of the purchase. If the price is not defined, the purchase is considered as invalid.
Price can not be changed after its announcement. For example, after the payment, it is unacceptable to tell the client “Oh, sorry, the price has changed due to some circumstances and now you need to make a surcharge. 
[The set of rules is taken from the works of Sheikh Muhammad Taqi Usmani, case studies are given by the author of the article.]
Imagine if at least one of these rules was not followed by info-blogger. If so, then this is a justified reason for the client’s negative reaction.
So, what to do if the complaint was made and how to continue to live with it?
Nowadays, in the Internet-driven world, customers have more opportunities to speak out than ever.
If clients have a positive experience with the brand, they will share it with friends, family and relatives, which, in turn, can lead to the growth of your business.
But what happens if you do not meet the customer’s expectations?
The answer is simple – the customer will complain.
However, try to find the development points for your business in these complaints:
The complaint highlights an issue. It may be an issue with the product, employees or internal processes. Hearing and defining these issues directly from your customer gives you a chance to investigate and improve all processes that have a problem to prevent further complaints.
Moreover, customers whose complaints are handled quickly may become regular customers and even advocate your brand in front of other people.
There are several studies of customer behaviour showing that customers whose complaints are handled in less than 5 minutes spend more money on future purchases from you.

5 WAYS TO PROCESS CUSTOMER COMPLAINTS:

The next time you receive the complaint, follow these tips to help you turn it into a great opportunity for the growth of your busines1.s.
1.Listen and understand. 
Always listen to your customers. They are complaining for some reason and it is important to find out this reason. Customers care more about quality than a quick response. Take your time to listen and get their problem.
2. Apologize.
Do not be afraid to apologize for the mistake. Most of the customers simply seek an apology and confirmation of their complaint, but many sellers hesitate to admit their guilt when a mistake was made.
Do not underestimate the importance of apologies:
A study by the Nottingham School of Economics found that dissatisfied customers are more willing to forgive a company that apologizes rather than compensates.
According to the study, 45% of customers that received an apology withdrew their negative rating and only 23% of customers who got a compensate.
3. Find a solution.
When your client has a legitimate complaint, it must be resolved.
If you see that the complaint is repeated on the same issue – something needs to be changed in business processes.
4. Re-communicate with the client.
Contact your customers to make sure they are satisfied with the solution to their problem. It can be done in the form of a subsequent email, message, or in the form of a survey asking for feedback on how the complaint was examined.
Almost 70% of customers lose interest in the brand because of the lack of concern for them.
5. Exceed expectations.
You acknowledged the error, fixed the problem and took action.
Now you have a chance to take one step further and exceed customer’s expectations, whether it is a branded souvenir that you have sent or a bonus service. Besides, the next time your client tells someone else about your brand, this will be highlighted in his story the most.
And finally!
The Messenger of the Almighty Muhammad (s.a.w.s) said: “A person who has terminated a deal with someone who has repented of a done purchase (or a sale) deserves the forgiveness of sins on the Judgement day”. (Tirmidhi)