Problem Customers- How to Handle Them

[Former_Member]

I am wondering if people can share their stories of how they have dealt with problem customers. It's kind of a tricky thing, when you have feedback on the line, but also want to communicate to a customer that they are being inappropriate, abusive, or just not in line with the expectations of the etsy community. Thoughts?

[Former_Member]

We're pretty big fans of "killing people with kindness". There was one customer who didn't pay upon checkout, which we request, and then didn't respond to contact. We sent them two notes; the first was "oops, you forgot to pay", and the second was "hey, we can hold your package another week without payment in case you need more time, but then we have to cancel the sale so someone else can have a chance to own this product."

we got a response three or four days after the second convo...the buyer was terribly sorry, paid right away, and was a happy camper. if we had pitched a fit, I'm afraid we could have bad feedback. The best response is maybe be nice, but be firm. What do you think?

[Former_Member]

I like the idea of kill them with kindness! I have been truly fortunate that 99.9 % of the people I come in contact with here are wonderful. What is that old saying - treat people the way you would want to be treated.

[TanjaDesign]

I don't have PayPal account, and have to send invoices myself, some buyers forget they still didn't pay for what they purchased. After 2 days I email them saying: "Did you get my invoice?" After that: "If you didn't get it, I' be happy to email you another one". Then: "Do you need help with the invoice"? or : "Did you change your mind about your purchase?"
Sometimes the buyer doesn't get the invoice or needs help. But they all pay sooner or later :)

[Former_Member]

Tanja, your items are simply lovely!

[fiberluscious]

I recommend using PayPal for everything. It takes that whole ugly money mess away and allows me to deal with the more important issues, especially with custom orders.
I think you have to set a happy but authoritative attitude from the beginning. People like knowing what is expected.For example, I will begin your custom order as soon as you purchase the reserved listing I set up for you. In your show policies state that you will ship as soon as your e-check is confirmed as paid. Never ship until you are paid!
In custom orders get all the details worked out before you begin. Give them a sample picture that may be a similar product from your shop or something you saw on a website somewhere. Sorry, I don't use other Etsy sellers as an example. I think that's rude. If they want someone else's product, that seller should get the sale. I take pictures of fabric scraps and trims and lay them out for the buyer to approve. Once we settle on those things, I ask that they allow me the freedom to let the project take on a life of its own. You can waste a lot of working time waiting for convos to go back and forth.
You should also tell buyers that all sales are final, but you will do your best to work out any problems or miscommunications until they are satisfied. Unless you are dealing with big dollars, that is just the way it has to be.
Give them the best you have to offer and I think most everyone will be happy. The listing pictures need to show all the good and bad so the buyer is not being mislead.
Good luck to all. Hope all your buyers are angels!

[Former_Member]

Thanks everyone for your feedback- that's really helpful!