AAA Cafe' Daily Chat 02/13/2014

[naturepoet]

Welcome to new members, welcome back to returning teammates! If this is your first time here - this is a place to ask questions, share your most embarrassing secrets, or just chat about the slow and boring bits of your day…we want to hear from you!!

Be sure to check out the discussion board. There are games to be played and threads to explore. The more you promote your fellow team mates, the more you get promoted, so be sure to participate on a daily basis. Check out our blog and our Facebook page, as well as the other links provided below.

IMPORTANT LINKS:
Facebook: www.facebook.com/groups/301427606658253/
Etsy Calculator: salecalc.com/etsy
Etsyology: www.etsyology.net/
Online Photo Programs: fotoflexer.com/ or www.picmonkey.com/
treasurypin.com./ and editor.pho.to/
Etsy Craft Tools: www.mycrafttools.com/
Etsy Gadget: www.estygadget.com
Craftopolis -Edit multiple listings: www.craftopolis.com/#com=ee

Good morning, everyone. What a great discussion we had yesterday on Customer Service. Thank you to everyone who participated.

Today, let's talk about Etsy's feedback system. I was in the forums and noticed that one lady was very upset because a buyer gave her a one star review and it effected her overall average and took it down to one star. This seller hadn't sold anything for a year and Etsy averages your stars on a the last 12 months. Do you think this is fair or do you think that our shops should be averaged for the entire time our shops has existed.

What do you think of the star system for reviews? Looking forward to your opinions on this.

QUOTE of the DAY:

"All our dreams can come true–if we have the courage to pursue them."
~ Walt Disney

[NaturalClocks]

Good morning! Great discussion indeed yesterday, and another great quote Mary! We "survived" a stormy day yesterday and stormy night with wind speeds of 80-100mph, luckily my house is not one of those affected by power cuts! More storms expected for tomorrow/Saturday, seriously, when is it going to end for all of us, on both sides of the Atlantic??

I didn't know that the star system only took in the last 12 months, thanks for that Mary. Not sure how I feel about that to be honest, it would make sense that the score should average the whole time that the shop has been open, but there again there could be a seller that went through a bad patch 2 or 3 years previously for whatever reason (i.e. lack of experience, a fault in the design, bad health that couldn't get them to ship the goods on time) and then pulled themselves together and turned things around and haven't failed to give 100% customer satisfaction since, so it would be wrong to penalise them now.

I don't like the star system, simply because unfortunately some buyers haven't got a clue how to use it, they lack common sense, they don't realise the effect that it has on a seller's overall rating and sellers get hit unfairly and unnecessarily. The perfect example was Wendy'e experience that she told us about on yesterday chat. Dear buyer, you don't like the beads? Fair enough, you contact the seller and let them know and ask for a refund, you DO NOT just leave a 1 star saying that the beads are ugly. This doesn't help the seller and it doesn't help me as a buyer: I don't personally care that you find the beads ugly, I want to know if Wendy has shipped the goods on time, if she has provided a professional and excellent service and that the beads were not cracked or faulty (this is just an example Wendy, I have no doubt that your have provided excellent service and that there was nothing wrong with the beads!! :) ) And this is just one of many pointless reviews that I have seen in my short time on Etsy.

As I said yesterday, there should be a system in place whereby anybody wanting to give less than 4 stars won't be able to do so until they have contacted the buyer to solve the problem, and if nothing comes of it after say 3 days, then by all means, the block should be released and the buyer can go ahead and leave their negative review. One can only dream, uh?

Again, I look forward to read everybody else's opinions! have a great day everybody!

[TheEclecticInterior]

Good morning! I totally agree with you Val, what a great idea on feedback! I don't think that is something that can't be accomplished by Etsy.

I am headed to the gym this morning, then it's back home to photograph, list and finish cleaning house. I am looking forward to Friday when hubby and I are headed to a huge antique market. I'm just hoping that the prices are not too outrageous.

Have a great day everyone!

[Former_Member]

Good morning -

I also did not know the star system averages your stars on the last 12 months. Interesting to find that out. I learn something new everyday here. I am not sure penalizing a shop owner by downgrading the stars they already have is the answer when a customer leaves less than a certain amount of stars.

Val has a good idea with the star system and feedback. I feel Etsy should rethink the star system and at least tweak it or make changes to it to make it better for both the buyers and shop owners. I know out of the small sales I have had so far, only 2 people left feedback. I have found that a lot of customers do not fully understand how to even get to the star review so they can leave feedback or they get frustrated by the fact they have to wait so many days after purchase to even have it available for use. Plus it is confusing to customers on exactly how to go through the steps to get to the star review. I have seen many discussions about the feedback system in the main forums and from what I have read the majority of people are not happy with how it works.

I also wondered when a customer makes a purchase with any shop, how many people contact the customer to let them know to leave feedback or send a reminder in their shipment on how to do so. The feedback system definitely could stand some more changes to it so shop owners are not penalized by a lower review and yes there should be a set amount of time for resolution between a customer and shop owner as Val said.

Have a good day!

[DerBayzVintage]

Good morning,

I didn't know that the star system was for the last 12 months, I think it should be an average for the life of the shop not just the last 12 ,months. I don't think it's right that one disgruntled buyer can affect everything.

[Former_Member]

Good morning, everyone!

The snow gods dumped about five inches of snow on us last night. It's let up this morning, but it's expected to start again this afternoon into tonight. They're saying we're going to get 12 to 18 inches by tomorrow morning. Joy.

I'm not too familiar with feedback system, being a newbie with only one sale. I had a shop before, but can't remember the old feedback system. I think it's unfair to have a single review bring down a seller's overall rating. I think Val's solution is very elegant. I also agree it would be good for sellers to remind the customer about leaving feedback when you send them a convo to tell them the item has shipped. Remind them of your policy about contacting the seller if there is a problem.

In other news, I embroidered the first of the new totes yesterday. It went beautifully. I got a new, larger hoop that increases the size of the design. Which is good, because these new totes are about four inches larger than the old ones.

So next week I'm going to order about 125 of these totes in 9 different colors. Embroidering those will give me something to do for a while. I'm also ordering 166 spools of thread, so I'll have a greater variety of colors to play with.

Hope everyone has a great day!

[homecraftframing]

I agree with Val 100%. I think the woman has probably done this kind of review before and it gave her the jollys to be able to hurt someone and not be held accountable. That is the luxury of the internet, you can remain anonymous and be a bully.

Personally, I do not think that all that many people read reviews and if they are reading them and find a Negative out of all the Positives left by other customers, I would hope they would have the sense to realize the seller was a victim of a bullying buyer.

Sadly to say, Etsy is starting to get the eBay feel and this is upsetting to me. Resellers, Manufactured items, what next. This venue has the potential to be as big a eBay without all the crapola. Greed, you got to love it.

[GlensWorkshop]

Good Morning Everyone,

Val has an interesting idea. It should be doable; it seems that in today's world if you can dream it, software can be written!

I've been fortunate in that there has been no bad feedback (so far). My customers are given a coupon code for a 10% discount when they complete a Review. This is promoted to them twice, first in the shipping notification message they get when I purchase the shipping label and also in the letter enclosed in their package. Even then, Reviews are completed on only about 25% of my sales.

One of Etsy's challenges is that no feedback system will ever be seen as adequate by everyone.

Have a great day everyone.

[4my4creations]

There are pro's and con's to the 12 month thing. If you have had a bad review that just can't be fixed because the buyer is just unreasonable then it won't effect you forever, but if you have a long standing good record I would want that to be reflected in my review stars. So I can see both ways.

I have had many people convo me and say 'LOVE IT THANKS' but get no reviews from them. I am fine with that, if the customer is happy then I am. I think they don't like the system either because it is no longer anonymous. I can click on the review and know who they are. That is weird to some people.

I really don't like that you have to wait a certain amount of time before you even can leave feedback. It seems so silly that it is usually 2-3 days after you get your item......

[RedRiverValley]

Good Morning,

I agree with John in the fact that the review system is difficult for customers to find. It would be nice if once a purchase was able to be reviewed, Etsy sent the customer an email with a link to the review system. Then customers would have a friendly reminder and be able to locate it quickly.

I think it would be nice for shops to be able to choose if they wanted their reviews to reset every 12 months or if they wanted it to be for the life of the shop. Then shops wouldn't have their starts plummet for 1 customer.

I like the idea of the review system. Whenever I am buying something online, Etsy or elsewhere, I always look at the customer reviews. I appreciate the ones that have specific questions with drop down menus. It allows customers to provide helpful info and quickly list all the positive qualities of their purchase. Maybe Etsy will look in to doing something similar.

I look forward to reading everyone's opinions and experiences with the current review system. Have a great day!

[Former_Member]

Aren't we all so happy about a positive review! Thankfully...fingers crossed...nothing negative so far.

I will often have a customer send me a convo when their item has arrived. They are gracious and thankful...I will write back to thank them and I have asked if they would consider writing a review since they seem very satisfied. A couple of times, people have written back again saying they couldn't find where or how to leave a review. That is a definite challenge. Sara, I like your idea of Etsy sending an email with a link.

[Former_Member]

Morning everyone!

I'd love to comment on the review system, but as we have a total of zero reviews so far, I don't really even know much about it or how it works.

Today has been a bit exciting and a bit disappointing. This is gonna sound so whiny probably, but one (or maybe a couple, we're in Canada and didn't catch it as it aired) of our cards was used in a segment on Good Morning America this morning. We were SO completely excited when they asked, and I'm still in shock about it a bit, but when it aired this morning they didn't add any sort of credit or info about where the card came from (we had family watching in the states), so while we're very excited about the exposure, we're also a little bit bummed this morning. Teaches me not to get my hopes up, I guess! We are definitely still flying high from the huffpo article a few days ago though, so I really cannot complain.

You guys are awesome. Sorry about the mini-whine post.

New stuff!:
https://www.etsy.com/ca/listing/179174363/mothers-day-card-names-for-mom-mom-card
https://www.etsy.com/ca/listing/179173891/mothers-day-card-awesome-mom-mom-card
https://www.etsy.com/ca/listing/179176225/blank-notecards-arrow-cards-5-card
https://www.etsy.com/ca/listing/179176729/friendship-card-i-miss-your-freaking
https://www.etsy.com/ca/listing/179175837/birthday-card-happy-happy-happy-friend

[TheEclecticInterior]

Congratulations seaandlake, it's always good to have exposure even if they didn't actually say the name of your shop. If someone saw that episode and wanted to find out where the cards came from, they can always contact the show or do a search. Love your cards!

[DoorCountyVintage]

I have not had a problem with the review system thus far although I did prefer the comment system to the current one.

https://www.etsy.com/listing/179247714/fisher-price-two-tune-114-giant-screen?ref=shop_home_active_3

https://www.etsy.com/listing/179260367/personalized-christmas-mug?ref=shop_home_active_1

https://www.etsy.com/listing/179265599/mickey-mouse-underwriters-laboratories?ref=listing-shop-heade...

My 3 newest listings, Many more to come!


I have a stiff neck,no water,a headache,no sales but I see hope on the horizon next Wednesday and Thursday we are supposed to finally be above freezing!

[Former_Member]

Chris - I am also excited to finally get warmer air back again even if it will not melt all the snow. If it just melts a little, I will be fine with that. It would be nice to be able to see oncoming traffic instead of a snow mountain when trying to pull out of intersections.

Sara - I have even went as far as putting directions in my shop policies and the link on feedback so customers can follow it. I have also seen listings now that have a short message to buyers saying something like if you wish to purchase this item and wish to leave feedback, follow this link to do so. I kind of like that idea. Just a thought.

[Former_Member]

Hey all - I'm new to selling, shop turns 1 month on the 16th, so don't have any reviews and just got my 4th sale last night! I have a question, though. I want the buyers to leave feedback, but didn't put any incentive to do it during their (already completed) shopping experience. Would it be a terrible idea to message them and ask that they complete it if they feel inclined and mention a coupon code, or should i just start promoting it for new purchasers?

Thoughts??

Thanks!

Molly

[DoorCountyVintage]

Never message a buyer about leaving feedback or with coupons or anything outside of problems with the sale. Some will appreciate it but most will consider it spam and will report you for it or just not buy from you again. Neither option a good one.

John I want it to warm up to thaw my frozen/broken pipes..lol

[Former_Member]

I think the stars should be determined by your overall shop history

[naturepoet]

Val, I agree, anything under a 4 and they should have to contact the seller. Many of the buyers don't realize they are to do that. How can they not know? When you buy something in a brick and mortar store, doesn't it go back and you explain what was wrong? People have no common sense.

[Former_Member]

I'm like Molly, new shop, 4 sales and no reviews thus far - hey ho!

Keeping my fingers crossed that those pipes thaw soon Chris

[naturepoet]

John, I never ask a customer to leave feedback. That is something they need to do on their own. Etsy is talking about a reminder for feedback but unless it's automatic, I won't be sending it. In my opinion, that is spam.

If you want to remind them when you ship the item, that is different, but not convos to remind them. That would frustrate me.

[naturepoet]

I agree, Adele.

Alanna, sounds like the totes are lovely.

Glen, thanks for your opinion. I agree with you also.

Chris, oh, you need water. That is why you have a headache. You are most likely dehydrated. Drink something else, but drink.

Seaandlake - If anyone asks again, ask them if your shop will be mentioned. That doesn't seem quite fair.

Molly, I agree with Chris. Do not message buyers to remind them. I can't even fathom why Etsy would suggest it, but heard that they did. I will not be sending such messages. I consider them spam and, as said above, be very frustrated.

Tagney, welcome and four sales is good. Not all people leave reviews. I'm guessing maybe 25% as said above.

[homecraftframing]

Summary of Life

GREAT TRUTHS THAT CHILDREN HAVE LEARNED:

1) No matter how hard you try, you can't baptize cats.
2) When your Mom is mad at your Dad, don't let her brush your hair.
3) If your sister hits you, don't hit her back. They always catch the second person.
4) Never ask your 3-year old brother to hold a tomato.
5) You can't trust dogs to watch your food.
6) Don't sneeze when someone is cutting your hair.
7) Never hold a Dust-Buster and a cat at the same time.
8) You can't hide a piece of broccoli in a glass of milk.
9) Don't wear polk-a-dot underwear under white shorts.
10) The best place to be when you're sad is Grandpa's lap.


GREAT TRUTHS THAT ADULTS HAVE LEARNED:

1) Raising teenagers is like nailing jelly to a tree.
2) Wrinkles don't hurt.
3) Families are like fudge...mostly sweet, with a few nuts.
4) Today's mighty oak is just yesterday's nut that held its ground.
5) Laughing is good exercise.. It's like jogging on the inside.
6) Middle age is when you choose your cereal for the fiber, not the toy.


GREAT TRUTHS ABOUT GROWING OLD :

1) Growing old is mandatory; growing up is optional.
2) Forget the health food. I need all the preservatives I can get.
3) When you fall down, you wonder what else you can do while you're down there.
4) You're getting old when you get the same sensation from a rocking chair that you once got from a roller coaster.
5) It's frustrating when you know all the answers but nobody asks you the questions.
6) Time may be a great healer, but it's a lousy beautician.
7) Wisdom comes with age, but sometimes age comes alone.


THE FOUR STAGES OF LIFE:

1) You believe in Santa Claus.
2) You don't believe in Santa Claus.
3) You are Santa Claus.
4) You look like Santa Claus.

SUCCESS:

At age 4 success is . . . . Not piddling in your pants.
At age 12 success is . . . Having friends.
At age 16 success is. . Having a driver's license.
At age 35 success is. .. . Having money.
At age 50 success is . . . Having money.
At age 80 success is . . . Having a driver's license.
At age 85 success is . .... Having friends.
At age 90 success is . . . Not piddling in your pants.

Always remember to forget the troubles that pass your way;
BUT NEVER forget the blessings that come each day.

Take the time to live!!!
Life is short.
Dance naked (but not while frying bacon!)

[COLDHAMCUDDLIES]

Have had a busy day today - getting in further fur supplies - so am a bit later than normal here. Some interesting new finds - which are getting my creative juices going. Now just have to find the time to create!

Val I'm with you 100% - and for the record, I always suggest that the Buyer might like to give me a review if they like their Cuddly - saying they can find it on the Buyer's Form relating to their Etsy Order Number. I get myself into all sorts of trouble with links etc. because I simply don't understand how they work! The suggestion is also included on the Delivery Note/Invoice I send with the Toy, and I also suggest it in any subsequent convo. It's also a bit irritating they cannot do it immediately, because by the time they are allowed to by Etsy, they've probably forgotten what they might have said - which seems to me to defeat the object of the exercise! I liked being able to be nice about my buyers too.

Sea and Lake congrats on the exposure - and I know exactly how you feel. At the beginning of January I got a letter published in a well known UK magazine "The Lady" which featured my Stuffed Animal Restoration side of the Cuddlies business. They forgot to give my name and address - because they were so anxious not to be seen to be promoting a business !!!! They did apologise, but the damage was done. I'm just cogitating what to do next to highlight that side of the Cuddlies! Not with The Lady, I hasten to add!

Oh, and talking of exposure, I've just posted on www.ColdhamCuddliescalling.blogspot.com about Hector Hay Grey Wolf - whom I listed yesterday. Thanks so much to those who hearted him!

[DCArtandPhotography]

Morning everyone!!

I have a few sales, but no reviews quite yet. I would rather the stats be based on our overall reviews, and not just the past year. Also I would never send any messages to the customer after a sale asking for feedback. I get annoyed enough at other businesses who send me those emails. While we are sellers, we still have to see from the customer's point of view.

Here are a few of my new listings,

https://www.etsy.com/listing/178996412/purple-key-dreamcatcher-purple?ref=shop_home_active_1

https://www.etsy.com/listing/179009481/bright-orange-bead-keychain-orange?ref=shop_home_active_8

https://www.etsy.com/listing/178998400/3-layer-tribal-keychain-beaded-keychain?ref=shop_home_active_...

https://www.etsy.com/listing/179009507/7-black-dreamcatcher-with-spider-and-web?ref=shop_home_active...