This is the eleventh installment in a series of discussion about doing the biz on Etsy. And when I say “discussion,” I mean “We are young! Heartache to heartache we stand!”
* Wry sometimes uses adult language. OK? OK.
Treat me right!
Well that’s what Pat Benatar said and as far as I know, she’s never been wrong about anything. Love is a battlefield, and we are, in fact, running from the shadows in the night. And while I normally live by the creed set forth in her notable hit “Hit Me with Your Best Shot” – being that I am a tough cookie and I have long history of breaking little hearts, there is one group of folks here that I am always trying to treat right. Yes, yep, you know it…the customers.
It has been well documented here that I am a big proponent of people running their shops as they see fit. What works for me may not work for you, and vice versa. But I do have a few golden rules in my head regarding customer service, and I will admit that when I see the rules broken or bent by others, I flinch a little. So I will share those few rules with you today – take them or leave them. After all, it’s not you I care about jerkface, it’s my customers. Unless, of course, you might like to buy something….then let the kowtowing commence!!
1. Communicate with them.
So first we have the obvious idea that if someone buys something from you, say thanks. Now, how this will happen is an individual thing done in many ways by many different sellers. My way is to send a thank you convo at the time of purchase that gives the projected shipping date. And then you are not going to hear from me again unless I have a problem. I do not send another thank you by way of a special note in the package, but I do send freebies – they are fun and useful items. Some people convo at the time of sale, send another message upon shipping and then pack up special thank you notes. No one way works for everyone but you need to do this in some way. Nothing is worse than being in a shop and making a purchase and having the acned emo clerk with the bad eyeliner job fail to even make eye contact with you, let alone mumble a “thank you’ through their braces. As Pat Benatar rightly pointed out, we live for love.
MAN, SHE IS AWESOME! Is there anything she doesn’t know? Continue reading