And if they’re saying Meh, they probably won’t be back. I recently bought some items off Etsy and while the products themselves were OK, the customer service wasn’t and I probably won’t be buying from them again.
1. Not Answering Convos or Messages
Worst plan ever is not to answer questions or messages that customers send you. I bought a necklace and sent a message asking about gift packaging. No Answer. Not until the package arrived did I find out the answer was no. And that brings me to the next Faux Pas
2. Bad Packaging
The necklace above came crammed into a one inch plastic box AND it was tangled!!! Now luckily I was able to carefully straighten it out but come on folks. No excuse for that.
3. No Acknowlegement
No note in the package, no thank you, nothing. Just an item stuffed in an envelope. Ugh.
4. No Business Card
There was nothing in the package to remind me where I got it from or what shop I bought it from. I had to get on the computer and go thru my receipts to get that info. Not that I’ll be shopping with that shop again. But even with a shop I did have a good experience with, there was no business card or reminder of which shop I purchased from.
5. Nothing Extra
I think you should alway include a little something extra just so the customer will remember you. One of the shops I dealt with gave me a few extra buttons. I had ordered buttons and asked for the mix to have more brown. She actually packaged brown buttons in a separate extra package. That’s what I’m talking about. I will be using her shop again when I need buttons.
There are a lot of business vying for customers and bad custonmer service will turn those people away and have them looking elsewhere.
With my customers I always answer messages and convos as soon as I get them. Even if they don’t ask a question I acknowledge the order with a little note telling them I got your order and approximately when I’ll ship it out.
I package my products so customers will remember they got something special. Since I sell handmade items, I wrap the item in tissue paper and then I wrap it in brown paper wrapping paper with a little raffia bow on it. (“Brown Paper Packages Tied up with String”).
I hand write a little thank-you and sign it on the invoice I include in every package. If the customer were in the store I would be thanking them as I wrapped up their purchase. Same idea here.
I give them a little something extra. I have half size business cards (from MOO) that have my website and Etsy info on the back and pictures of items from my shop on the front. I punch a hole in it, thread ribbon thru it and voila! a handy dandy bookmark. Something useful and my contact info is on it.
Customer service is Key. You can have the most wonderful items in the world to sell but if your customer service is bad you won’t have repeat customers.