Keep Buyers Coming Back

[CactusCurio]

Hey Etsy Success team!

Curious about how to encourage your first-time customers to become repeat buyers? Great news. We've got an online lab scheduled for June 5 (tomorrow!) that will be addressing just that.

Our "Keep Buyers Coming Back" workshop will cover how to attract repeat buyers with scalable customer service — you can sign up for the online workshop here:

http://www.eventbrite.com/event/6456524639

In the spirit of the upcoming event, what are your favorite ideas to foster repeat business?

[SantasSockCentral]

I make great products that customers will want more of...

I include a postcard of Ireland (everyone like Ireland) with a personal message and my contact details, I hope the customers keep it, for a while anyway.

[hipposdream]

I try to sell the best vintage products that people truly love.
I always include a business card with my hippo on it a and small free present. Both the vintage purchase as the present are packed separately in gift wrapping with a ribbon.
I think it is not so easy to have repeat customers when you sell vintage items.
I have had a few but not a lot.

[Former_Member]

I'm doing my best with costumer care and I wrap all my items as if they're present! I always include a little extra something and a calling card.
I also have the thank you coupon on.
I'm definitely participating at the lab tomorrow, thank you!

[Former_Member]

I have the thank you coupon and I always write a personal note to the buyer.
I liked the idea of giving some gift! Since I am from Brazil and most of my buyers are from USA and Australia I could add something from here.
thanks for the lab tip :)

[WilliamsGiftshop]

My thoughts on how to get return customers for your handmade products:

I find that the quality and the uniqueness of my products is what makes buyers return to my shop.
That is the essence of getting return customers: products they want to buy again and again, no matter what.

No matter what? Yep! Research has shown prices are not (!) a crucial factor and most buyers don't care about fancy packaging or free gifts.

Don't think you need to give discounts or coupon codes! Don't pay yourself short to make your buyers come back.
If your products are what they want, they will return to buy even if you increase your prices. Seriously.

Think about all the gadgets people buy nowadays. Think about designer clothing, shoes and bags. Thinks about whatever it is that consumers want to own. Prices go up constantly, yet people keep buying.
All you need in order to get return customers is products that are unique, pretty and functional. Products that people fall in love with, that they 'must have'.
And that they cannot buy anywhere else (at least not in the same quality).

Don't try to compete in a saturated market. Be unique, be creative, be innovative, have great quality, have excellent customer service!

[Former_Member]

Very well put BeaG!

One other thing that keeps customers coming back is Customer Service. Sometimes its that simple 'thanks for your purchase' personal touch that does it.

[Beaderbeads]

I shipped same day unless it's a weekend. Always send a thank you with the invoice. Always leave feedback right after I mail item. If my customers have a pretty nice order I'll send them a coupon code for discounts on future sales.

[UniqueSewingBoutique]

I ship same or next business day, gift wrap item with thank you note.

I often wondered if there is a way to follow up feed back remarks by customers, to thank them for their comments, anyone know??????

[TheDorothyDays]

Interesting thread, I shall enjoy seeing everyone's replies

[CrystalIcing]

I think that I hit most of those bases, and I've had several repeat customers. One customer from another state has purchased maybe 10 rings or more from me. She also sends people my way too. I keep in contact with her as well..!
I believe in QUALITY above everything when making my jewelry, and all of my jewelry is unique. Excellent customer service is key. I ALWAYS write a note on the invoice, and I wrap the jewelry in a cute organza bag. I send thank you notes and I've had quite a few people message me as soon as they get it in to tell me how much they love it. The main comment that I get is how much prettier my jewelry truly is in person. The only downside to that is not being able to truly capture the beauty in my pictures. It seems to never do them justice..! So yes; quality, uniqueness, creativity, great customer service, are all key to repeat customers. =)

[alwayzwithlove]

I give my customers complimentary silver polishing cloths and a thank you coupon. Still haven't had a repeat customer but at least they'll remember me for the gift!

[StoneyCreekKnitters]

Love what BeaG wrote, well said!

[Former_Member]

I always have a great service.
Soon when I get order I usually send convo to my buyer and thank them.
I would give them info on when I am going to send order , same day or next day if I have reicive order afternoon .
After the order is send I send them convo with info and tracing #
All my orders are wrapped in nice paper with thank you note and thank you coupon for next shopping .
When my buyer receive order I follow up with them.
I have been on Etsy for 9 months and I do have customers to come back .

[Former_Member]

Katy: I am so confused...I signed up for the workshop ("Keep Buyers Coming Back"), got my receipt, registered with eventbrite, changed my schedule to be home for the presentation, signed in , the system was down, waited for 20 minutes for the glitches to be worked out, the presentation started... and it lasted 5 minutes.

No chat. No feedback. No discussion. Just a VERY brief "put a thank you note in your packages" speech.

Then it jumped into a totally different presentation on custom orders.

Am I missing something?

[Former_Member]

I try to give my customers the best experience possible when they buy from my shop. I package everything securely, and try to get it shipped out as soon as possible. I include a coupon code with each purchase, and a small free gift for repeat customers. I would like to get mroe repeat customers though, so I'm happy to see what works for other shops too!

[Former_Member]

Did anybody else attend the workshop?

[GirlpowerKnits]

I include a coupon, write a note, ship the same/next day, and am told I have excellent customer service.

[TagsForTails]

I sell pet tags and recently have been experimenting with branching out to items for people too. Most only need to buy one or two pet tags, but if they see the quality of work they may come back for a keychain. Been working on other items to start offering aswell...luggage tags, maybe some sterling charms, we'll see.

[Former_Member]

Whatever it is that you enjoy building, creating or hand-making do if far better than everyone else.

Reply immediately to the customer's purchase with a greeting and acknowledgement of their purchase. I cannot begin to tell you how many times a customer has replied to an email or convo with a "Thank you" before they receive their item.

So, many of my customer's express dissolution with other seller's performances and lack of customer service.

I like to think my customer's have just purchased from me at a art fair, I'd reach out and shake their hand but in a convo or email.

Packaging doesn't necessarily need to be perfect but it must be tidy, clean, smell good and your item is protected for whatever the USPS throws at it.

I have many repeat customer's who've become life long friends. Also, I leave my feedback open to the public, allowing future buyer's to read what others have said about their purchases from me.

Sorry I'm long....on post.

[PookieandJack]

I work in retail and Customer Service is paramount..I thank the buyer for purchasing and try to ship as quickly as possible. I add a hand written thank you and include a small gift. Larger orders I will also send a coupon code..Have had a few repeat buyers!

[Former_Member]

Agree with Suzanne, it seems all too easy for 'some' etsy seller's to lose focus of their customer's after they've achieved a level of '1000' plus, status. There's no longer a interest in leaving fb or making the customer feel like wanting to come back.

Worst issue yet, the shipping note after a purchase. Follow-up immediately when you see a transaction has been made and that the buyer has paid. Some seller's miss this step and leave buyer's to wonder when the item will be made, constructed, mailed or delivered.

And for goodness sake, if you are a smoker, please state this fact in your announcement, policies, and in each listing description. Don't ever assume that a quick spray of Fabreze .is going to cure the smell of tobacco
.

[Former_Member]

And for goodness sake, if you are a smoker, please state this fact in your announcement, policies, and in each listing description. Don't ever assume that a quick spray of Fabreze .is going to cure the smell of tobacco
...................................
THAT!!!!!!!! I collect paper patterns, and about half arrive reeking...have to unfold every page and sun-bleach them....
.

[Former_Member]

@Janet, its a huge pet peeve of mine.

I have purchased from seller's who have the fact of smoking listed in their description. Then others don't even mention that there entire home, products and packing smell like a side street bar.