Calling Customers?

[Former_Member]

When a customer requests a custom order and leaves their phone number, is it rude to respond with a convo instead of calling?

[heartsabustin]

It depends on what you're comfortable with. I'm not comfortable calling a customer, because I do not want them to have my phone number. That's why I have a shop on the internet. Plus, if you have all the information in a convo and something goes wrong, you've got a "paper trail" of proof regarding what you said and she said. Plus, if you take down info on a piece of paper during a call, you're far more likely to lose it, toss it, have someone ELSE toss it, etc.

Again, that's just me.

[Former_Member]

I'd still definitely keep it all in writing in a convo instead of calling. They'll better be able to explain what they want in writing, and I wouldn't like the idea of a customer having my number, either.

[Former_Member]

I feel the same way. Just had a customer leave her number and I responded with a convo, but I wasn't sure I did the right thing. Which is why I started this thread. Thanks for your input!

[CharmingPrintables]

That has happened to me before as well! I usually ignore the number (if they didn't say to call them, and just put a number with their name), or if they ask me to call I tell them that "I'm sorry, I don't have a business phone I can use to call you. What would you like to discuss over the phone?" That kind of gets the conversation going and we're always able to work it out through convos.

I agree with Erin and Amanda, I don't want customers to have my phone number. I'd never though about the paper trail paper, that's a good point!

[rusticcraftdesign]

Unless they specifically ask that i call them...I ignore the phone number.

[Former_Member]

Agree with Erin & Amanda... keep it all in writing!

Another thing about writing instead of calling, is that you have time to think & respond. I always want to be careful not to commit to something I can't do or will lose money on - I do better when I have time to think about my response. I would be tempted to say "yes" when I should say "no" in a phone or face-to-face conversation.

[ShapelyWood]

I'm old school I would rather talk on the phone with a person and get the info first hand.

[Former_Member]

Thanks for sharing your valuable opinions!

[PrairiePrimitives]

It might depend on how complicated the conversation is expected to be. If it's a custom order that might require numerous convos, I think it would be better to call the customer. As the phone conversation is winding down, let them know that you'll follow up with an Etsy convo and that you need them to give their final approval that way "for your records."

[ContempoJewelry]

I had a customer leave there number once, I still sent a convo. On a couple of occasions, I have had customers call me.

[Former_Member]

Thanks for you input! I like the idea of responding with a convo for record keeping and privacy, but I suppose it depends on the situation. If it gets complicated, then a phone call might help in certain situations. I truly appreciate everyone's feedback. Thank you so much for your help!

[PAPERFLORISTS]

Overall-I agree that convos are better because then you have everything in writing for record keeping and also because I am not a big phone person to begin with.
I have called a buyer once or twice(after many convo's) and it was fine. By that point I felt I knew them and I actually enjoyed talking to them.
There was one time I regretted a supposed 'wedding planner' who was very unprofessional. She was calling me all the time-one time at 11:30 at night and also bad mouthing her client. It was horrible.
So I vote for convo's not phone calls. If someone asks me to call them I tell them that for both our sakes I would prefer to do things in writing so we have a record of how they want their item(s) made.

[TheRoamingPeddlers]

Mostly I keep it to convos for many of the reasons stated above. But some customers really like more personal interaction. Our business extends beyond Etsy to festivals and such, so I am used to a phone order every now and again.

A few of my favorite custom orders have come from phone conversations. I feel like ruling out the good old fashioned phone calls would limit my business and make me miss out on some awesome personal interaction. :)

[SageNThymeDesigns]

I run an internet-based business. I don't want to talk to my customers and then there's no formal record of the conversations. If people leave numbers I convo or email. I've only called people on three very rare occasions because there were too many variables to consider and a very tight timeframe.

[Former_Member]

Thanks for the info!

[Former_Member]

I do have a google number I give to customers...but I agree that a paper trail is best. Although if you're in the middle working on the project and you have questions or issues it might be best to call. If she/he provided their phone number, there's a good chance that's the easiest way to get ahold of them and their preferred method.

[Former_Member]

I want a copy of the exact conversation logged, so I keep things to etsy exclusively. In fact, I get a little suspicious at times when someone wants to move the sale away from etsy. The few times I have had a customer want to move away from etsy for a sale, they heave wanted me to do something shady, or tried to scam me. Scammers DO know that all convos are logged and considered "proof" in the matter of disputes. Staying on the site protects them as well as me.