How to get repeat customers

[Former_Member]

I'll be celebrating my one-year anniversary of this business at the end of January and I've been working on ways to improve.

One area I know I could work on more is turning one-off customers into repeat buyers. Coming from the fundraising world, building a relationship with your supporters tends to lead to an increase in the frequency or amount of support.

Can't add people to a mailing list without their direct opt-in. I do link to my blog in the purchase email, send a coupon code for the next purchase, and aim for superior customer service. I try to engage people on Facebook, Instagram, and other social media, and I know that has helped me turn followers into first-time customers.

I was thinking it would be nice to send a 'care package' of a a few best-selling items and a couple samples of new recipes, along with a nice note to my top 10 customers of my first year. But is this even allowed? Do you think past buyers would welcome it?

What do other sellers do to engage past customers that isn't against the rules of Etsy?

[diarysketches]

I just asked such a similar question on this team...got mixed responses...

[Former_Member]

This is a good question! I include a coupon code in my message to buyer. I also use social networking sites so that people can stay engaged with what I do in my shop. My repeat customers are people whose cats have really loved my products, but other than that, I think you're totally on par - newsletters are a great idea and all the social media sites that you use are great too.

I always make sure to give people the best customer experience possible with any of my transactions (because I look for that as a buyer!). When my past customers are deciding if they want to buy from me again, they will hopefully remember that their previous buying experience was pleasant & smooth, with open lines of communication. Customer service is something I really care about as a consumer and a seller; good customer service will make me want to come back to a place to buy from them again, definitely!

Not sure if the care package idea would be ok in the eyes of Etsy's TOU, but hopefully someone will have answers for you on here. Happy one year anniversary to you!

[Former_Member]

Contacting people for reasons other than related to a particular sale is against TOUs. That rules out the care package idea. What about sending a sample of another treat with each order and a note saying something like, If you are interested in receiving more like these, sign up for my newsletter/care package!

Having great products and great customer service will create return customers. If they found you once, they know how to find you again.

[ScrapendipityDesigns]

Hmmmm well I think it would be appreciated, but if your goal is to turn one off buyers into repeat buyers, sending goodies to your habitual repeat buyers doesn't seem like a good way to make that happen. Maybe pick 10-20 one off buyers and send them a small sample with a coupon code saying "we'd love to have you back". That may be a more effective way to meet your goal. now if your goal was to reward your big buyers, then I say your idea is a great one!! :) That is of course if the idea is deemed to be within TOU in the first place.

Good luck!
Rachel

[WhatCandySays]

How about include two or three piece of dessert sample in their orders?

As a candy maker, I know one secert.

Any dessert, as long as the ingredient has sugar. As long as they are given a small piece, people always think they are super delicious!

[BrushStrokeOrnaments]

Congratulations on your first year. I think that with 350 sales you are off to a WONDERFUL start.

I have a bit different take on the discount/coupon thing. I don't offer discounts or coupons. I feel that I have a great product and if people like it they will return - and they won't need a coupon/discount to make that happen. I've been on etsy about 3 years and each year the number of return customers increases significantly. It will happen over time. I think that you will notice over your next year that you will have MANY return customers.

I do think, however, with edible items, it would be a great idea for you to include a small "freebie" with each purchase...maybe something new you are trying out...or something completely different than what is being purchased. Getting to taste something new (and FREE) is a wonderful way to encourage repeat customers.

Also, you mentioned sending recipes to customers. Instead, I would suggest that you consider selling a few recipes on your website. Others have great luck selling recipes...it would be a way to capture some new customers (and some who might never purchase the actual food). I've branched out, myself, into some digital artwork (coloring pages), and have had great luck with it. Nothing beats a sale where all you have to do is email a file.... and then you sell the file again...and again...and again!

Happy sales!

[BrushStrokeOrnaments]

I might also add that it can take awhile to see a customer come back. Give them time. Some people may only buy edibles on special occasions (for the annual Christmas party, etc) or as gifts for certain occasions - maybe only once or twice a year. Since you've only been in business a year, you've barely been around long enough to reap the benefits of those returning customers!

[BrushStrokeOrnaments]

Also, you might consider selling several sampler packages. That way someone can buy smaller amounts of several items and get to try more things with one purchase.

ok...no more comments from me. hope I haven't overloaded you!

[ScrapendipityDesigns]

If you do a sampler pack, I would do a "what I'm baking today" sampler. It would be just as much work to cook a specific type of brownie or cookie for a sampler as it would be to make a whole batch, but maybe if you offered a grab bag of sorts to people as a sampler and they would get one or two of whatever items you are baking for other orders that day! Might be a fun way for people to try some new things and not any extra work for you! (Just make sure you tell them what is included so they can buy ore later!!)

Rachel

[Former_Member]

Kelly - no overload at all, I appreciate all of your ideas!!! Marking this post to add things to my business plan for 2013!! Thanks~!

[Former_Member]

@Rachel - I've been playing with the idea of a 'grab bag' type sampler, but haven't committed to it yet. I guess I'm just scared of someone not telling me they're allergic to nuts and I go and send them something with peanut butter.

I've seen other edibles sellers get around this somewhat though, with a disclaimer that they can't guarantee this surprise sampler won't include things with nuts or other allergens.

Thanks for the kick in the butt - I am SO listing this tomorrow!

[ScrapendipityDesigns]

Yup I would do that, just put that you cannot guarantee there is no nuts or other allergens and that all items are made on equipment used for nut items. As someone with allergies myself, trust me when I say, I wouldn't take the chance. So you really won't have any worries about someone with allergies buying your stuff without talking to you first. (That is unless of course you state they are guaranteed to be nut free and made in a nut free kitchen.) In fact you should put that disclaimer on all your items since you probably use the same equipment for all your nut free and nutty stuff. :) The only issue you may have is someone may get something they don't really like, but that's half the fun of a grab bag!! And it's not really extra work for you, which is great too.

I sooooo wish I could try someone of your yummy stuff, but we are allergic to artificial dyes and preservatives here, it's hard to find good treats!! :) :) I always see you posting and my mouth waters every time ..... :)

Rachel

[QuirkyUniverse]

I saw an article the other day about "of the month clubs". Maybe you could offer one of those where whoever buys it gets a different goodie every month for 6 months or a year or whatever.

[ScrapendipityDesigns]

Oooh just had another thought. For the grab bags, you could make the pieces mini so they get more variety (so a small slutty brownie or a small unicorn poop cookie). Wrap them and tag them with what they are so people can easily buy again.

Then to go with that and what others have said, you could put one or two of these minis (whatever you are baking that day) into current orders. So they'd get way less than a grab bag, but enough to entice them to buy something different next time. Maybe even make a fun little business card over at moo.com (on the small half size cards) and tag the little mini extras with them. The card could say "I was making these today, and thought you might like to try some unicorn poop as well! Thanks for the purchase, I hope to see you back soon." Or something less cheesy like that.

And one more! Have you though of doing an "of the month" club. I have seen jewelry people do this, but I think it would work so much better for your stuff!! How many people would be excited to get slutty brownies every month for a year as a gift from their hubby?? So what you would do is a listing that would basically be pre-paid for 6 orders (so 6 months) of slutty brownies and you would mail them on the 1st of each month. If someone wanted a year, they would just buy 2. You could even do a small discount since it would be a large purchase and you would save a bit on fees since the 6 orders are combined in one listing. Send them with a nice card or something. You could have another club where they get a different item each month as well .....

Cheers!
Rachel

[ScrapendipityDesigns]

Haha Lori!! I was typing when you posted. Great minds think alike!!

Cheers!
Rachel

[Former_Member]

@Rachel and @Lori - yes I am DEFINITELY going to be launching a 'treat of the month' club in 2013.

I just need to finalize the wording of the listing and then submit!

Thanks for the suggestions!

[Former_Member]

Love the idea of a treat of the month club!

I actually remember reading in the forums before though that it is against TOUs to mail thank you's to customers after the sale, but maybe you could email support for a definite answer. Another idea for mailing list is leaving a link in the message to buyer section. I haven't gotten around to doing it yet but did sign up for another seller who did this.

[Former_Member]

Adding samples is probably the only way to get people hooked. But also if you have a good product that is tasty, that enough should bring em back.

[Former_Member]

OFFICIAL WORD FROM ETSY ADMIN:
Some members may consider this kind of care package spam, even if not referring to a future order.

Boooooooooooo.

[Former_Member]

I just thought I'd let you know that I love your idea of including your blog in the note that buyers receive - so I implemented it into my shop! :) Thanks for sharing that!

I think it's a fabulous idea to send out little samples to one time buyers with a coupon to lure them back in! Great thought.

[Former_Member]

It's sad that this is against the rules, when it seems like a kind gesture. There are so many things that Etsy does allow it seems this would be a buyer friendly thing for them to approve. But the idea of a listing for samplers or a treat of the month club both sound good.

[Former_Member]

So if this is out I think I'll just step up my game of including a free sample of another treat with every order! Thanks for all the ideas!

[Former_Member]

I'd like to run my business as I see fit, and I agree that top customers would likely LOVE the idea of free new treats. But I DO care about what Etsy thinks, because if I break their rule and someone complains, my shop could be shut down. And I'm still new enough that 90% of my audience/buyers are from Etsy.

So I guess I will take the advice from a few sources - start asking my customers if they'd like to opt-in to an email/mailing list for coupon code, news on new treats, freebies, etc. And also send a small sample of something new with EVERY order - it'll be easy to see if I get a massive increase in repeat buyers that way.