Is it me??? Why don't I hear back?

[DreamAcreDesigns]

Hi,

I am starting to get a complex! I do personalized jewelry, and so have potential customers convo me about ordering something special--for example:

"Hi. I am looking for a custom brand charm but smaller than 1in diameter. Can you do smaller to add to a necklace I already have?"

and

"Hi there,
I was looking at this gorgeous piece to potentially get it as a gift. I had a few questions though. First, I wanted it as a long chain (like 30 inches) so I was wondering if that would be possible. Also, would it be possible to get a Ruby for her birth month (July) instead of the pearl? Thanks so much."

I always reply promptly, usually that same day; I thank them for their interest in the specific piece, and always am able to tell them "Yes, I can do that." I wrap up my message with a "look forward to hearing from you," or something like that.

But, more often than not, I never hear back. I have started doing friendly follow-ups about two days later: "Hi, just wanted to make sure you received my reply. Let me know if I can be of service."

Is it me?! I go back and reread my messages to see if anything I said might have scared people away--too eager, too unfriendly, too something!--but I never can figure it out.

Thanks!
Dawn

[Former_Member]

It's not just you... 9 times out of 10 I don't get a follow up and I pretty much do what you do. It does seem strange that a customer wouldn't even reply with a 'thanks but no thanks'. You are doing the right thing... it's just people I think :)

[Former_Member]

Be patient. I know you're eager to get a sale but just because they have inquired about wanting custom orders, it does not mean they are looking to buy at that moment. Give them time to respond back. I get emails about custom orders too, or just general questions. I will reply to them and it sometimes takes a week for them to respond back.

Good luck to you

[RaesSpirit]

Hi Dawn,
It is too easy to take things personally. I've had a couple of items hearted and then the heart removed right away. I immediately took it personally and then reminded myself not to do that. There could be a million reasons why people change their mind that have nothing to do with the seller or the craft. If you are satisfied with your responses, then move on and don't worry about it. They'll get back to you eventually if they are truly interested.

[Former_Member]

I think it's just human nature and consummer fickelness (is that a word?).
I base this off of my own personal experience inquiring after something, but chances are I won't follow through because of varying reasons (primarily money).

Don't take it personally. It's a good thing that people are inquiring because the take away is that they like your work!! Interest now is like investing in the future.

[Former_Member]

People like window-shopping and to comparison shop so they convo people to see who they like better. Most people don't follow through it's not personal.

[Former_Member]

You're doing great as a business owner. You reply in a timely manner. You'll get your sales but just have to wait.

Most my customers asked questions about my pieces never return to buy them. I actually felt sad once one of them did reply and told me she had bought something else from another shop. I think its better they don't reply when they have bought from someone else.

[Zehland]

Glad you asked this question because I've wondered the same thing myself. If it was me, I'd reply.
But people are busy and if they don't respond right away, the email gets buried in their inbox. Like others have said, there are lots of lookers. When you get a seriously interested buyer, they will respond!

[Former_Member]

The same thing happens to me too. I had someone asking if one of my items is on sale and I replied yes and thanked her for her interests and saying hope to hear from her soon. She replied happily saying that she can't wait to buy something. And that was it, she never bought anything ......
But I do understand buyers who do that, they just looking through things and compare them with each other, there's a very big chance that they liked some other sellers items better. So it's not personal and it's definitely not you. So don't worry!

[Former_Member]

I usually get a couple of inquiries a week, and I've only had 2 result in a purchase. I'm glad it's not just me, because I always quickly respond and try to be as accomodating as possible too. But I'm glad they at least take the time to ask questions, because it shows they are interested, even if they find something they like better later. People just "window shop." Sometimes, I wonder (and maybe I'm super-paranoid) if other sellers inquire to get more info about my work. I had one convo, that was very specific with her questions (suppliers, specific colors of materials, my cost, etc!), said she wasn't a seller, but had a ton of feedback posted and treasuries she made on her profile. Anyone else ever wonder about that?

[SherryKayDesigns]

CMBDisplayDesigns,

What a positive way to look at it and it's so true, if they at least took the time to convo with a question, then it shows they liked what you have to offer. Maybe, their next step will be to make a purchase from your shop. Great outlook!

DreamAcreDesigns,

I had a somewhat simular experience recently with a customer. Really nice lady and she sent me a convo to tell me she loved her necklace she purchased. Which I thought was super-sweet of her to do and she also asked, if I had another necklace just like that one. I told her that I didn't and I mainly make OOAK pieces (can't afford to buy bead in bulk orders, yet), but I would be happy to make something similar. Long story short, I left it open and up to her. Haven't heard back from her and maybe, I should have pushed more for another sale. I don't know, I hate to push something on someone. Not much of a salesperson, am I? LOL Who knows, she might have been waiting for me to make other suggestions. I'm so new at this and wasn't really sure how far to go

I agree with the other comments and you shouldn't feel like it has anything negative to do with your items or your shop. People do change their minds and perhaps, they are still considering what they're going to purchase. Sometimes, I will think for weeks on an item, before I actually take the plunge and purchase it. LOL Good luck to you and I'm sure you will get lots of other sales.

Sherry

[Zehland]

SherryKayDesigns, it seems like some buyers will be open to having you make a similar piece or a custom piece. Others shy away from that because they may have had a bad experience at one time where they made a commitment to buy something and when it was made, they didn't like it.

So, don't think it had anything to do with you. You did the right thing. But I know what you mean because I also question myself as to how I could have answered better.

[Former_Member]

Drives me nuts! I get at least 1 "how do I grow (seed variety) in (random place I've never been) with (strange list of non-gardening related factors) per day.

I answer, nicely, with research and links and then nada. I don't even care about the sale but what about a thank you? I take time away from my family and business to help people and then nothing.

[BonjourPoupette]

I get those too. You are not alone! :)

In the beginning I felt badly about it since it takes time to answer those requests and sometimes it is painstaking work to come up with quotes for various options. It also seems rude when there is no response at all. However, I reply earnestly to each inquiry, even if I currently am not accepting commissions. I've come up with a few stock responses that I copy and paste and then edit for the particular situation. That way I haven't invested a good deal of time into it.

I've come to think that most of those inquiries are sent to multiple shops and the customer is doing their research. I figure that if I don't hear back it means that they found something that suited them better, which is fine by me. I only want customers who love what I do, not the sort who are purchasing from me because my work is the least expensive.

[ShannonClarkPhotoArt]

I hear ya Dawn!
I always get those kind of messages about custom sizes in my shop for my photos. I'd say only half actually respond/purchase. Kind of a bummer

[DreamAcreDesigns]

Ahhh. Thank you all so much! I just did not know what to make of this.

I think the majority of convos I get do not result in sales, no matter how very interested the potential customer seems. And yes, sometimes it takes a good bit of time to work up quotes or try to track down specific materials from suppliers to see if I can make what the person wants.

In one instance though, I had TOO much info from a potential customer; she had me looking all over the web to see if I could find a certain type of blank to make into a pendant for her. We exchanged a few convos, she even showed me drawings of her idea. And then GUESS WHAT?! She wrote to tell me that she had found a wonderful pendant at another shop, and she was so happy, and she even sent ME the link to the item she purchased from someone else so I could see how great it was! Sheesh!

Okay, I guess I needed a little rant. A person can end up emotionally SCARRED with all this rejection ; )

Thanks again, everyone, for reassuring me that this is just the way it is, that you experience it too. My fellow Etsy artists are awesome!

[Former_Member]

Same thing happens to me! I'm inclined to agree with everyone else - it's not personal. It's like they're browsing, and since it's not a physical store, they can't make inquiries in person. But people will remember friendly, timely responses, so good for you!

[Former_Member]

Don't take things on a business level personal. It's just the way businesses works. Once you learn that, you'll be a little more stress free and can spend your time on more important matter: making more sales!

:)

[Former_Member]

Do you include a live link that they can purchase in your return convo?

That really helps.

[InspiredJewelryShop]

Ive had that problem too. The first time was someone who wanted 12 bracelets from me. I think she just created an account that day and just never got back on to check. Ive been messaging some lady back and forth for a few weeks about a custom necklace. I got to the point where I put up the reserved listing for her since I had ordered all of the items I needed and told her when I was ready I would make a listing. I made the listing and its been over a week and I havent herd back from her :( Guess she doesnt want it anymore. Im going to make people prepay for custom stuff before I buy stuff to make it.

[squarepaisleydesign]

Ditto. Just had a customer convo me wanting a personalized invite. Designed the invite... didn't hear back for a day. She finally convo me saying she's gone another direction. It happens to all of us. I ended up adding the custom invite to my listings.

[WoodRazor]

I've had people come back several weeks later and order an item i have already made when they initially asked about a custom item. Sometime I'll make something similar and they'll notice (or i've emailed them) and asked if this was something more toward what they were looking for.

[Former_Member]

I have it happen too. Sometimes they're in this huge rush with the "I need 12 of these asap, can you do it?". I reply back right away, tell them what I can do, etc. and then sometimes I don't hear back for a few weeks when they purchase, sometimes they respond back that they changed their mind and other times nada. Just the nature of the beast of selling. What gets me worse are the chatty ones who tell you what they'd like and you go thru finding everything for them, giving them prices, having them say "oh, yes, I really want this and can you get this too" and on and on and then they'll buy one or two things that you already had listed and say they just changed their mind about the rest. Then I feel like they just wanted to chat and wasted my time hunting things for them. But, if you're nice each time, they do come back. I've been doing this over 15 years now and I do have alot of repeat buyers. Some I've had since the beginning who just email me with a list of what they need.
I can say that you will find people to copy you and people who are just looking for you to tell them how to make something. Be wary of that. And I don't give out names of my suppliers. I do help other sellers if they need bulk purchases by giving them better prices. But 1 or 2 is not bulk. Be leery of those asking for "wholesale" prices. If you ask them for their tax ID number, they usually go away fast. If they just need alot of something for wedding or other occasion favors, I feel them out asking them what they need, when, etc. If I don't carry something, I will try to find another Etsy seller who does and steer them that way.
Linda

[Former_Member]

I always make a buyer pay for anything custom before I buy what I need and make it. Anywhere else you went, you would have to, so Etsy shouldn't be any different.

[Former_Member]

The same thing happeans to me all the time. I am so glad you asked. I have only have one person actually respond back to my response but I have had a ton of inquries. I've gotten a lot about the pinwheels I make and some have been so specific I lined up some friends to come help me because I thought I was going to be making 500 pinwheels in the month of June. I made 3. Luckily I do not start a project until it has been paid for so I only lost ego and from not making a sale. Good Luck!