When to FU on convos vs pestering people?

[Former_Member]

Hello Etsy friends! I have a question for you...

I've had a couple of convos in the last couple of months of buyers interested in a piece of mine. One person asked how long a necklace was (even though I have that in the info) and one person asked what shipping would cost to Paris (!). I was super excited and gave very nice and respectful responses. I feel I even went out of my way to try and create a sale. For the person who asked how long the necklace was I not only gave them the info they requested but sent a pic of the piece on me. For the person who asked about shipping to France, I gave them 2 options (USPS flat rate vs first class) and then offered a discount since I ship free in the US, to make up for the international cost of shipping.

Neither person ever responded.

So, my question is, in the future.... do I just let it go (I have, as I didn't want to bug them or seem over-bearing or desperate for a sale), or do I convo a couple of times and FU? I understand that people change their minds, or have priorities come up... but I'm just starting out my shop and every sale counts, so I'm disappointed that those individuals didn't actually purchase and am wondering if I should have responded differently.

Do ya'll have any tips on what I could have done differently or any experience/advice you can share? Anything and everything will help, thank you!!

[Former_Member]

I think you did the right thing. I have had that happen many times. I have responded, given info that is already in the description of the item, offered shipping discounts, and even mailed free samples, without a response. I know life can get in the way and just as my husband reminds me, this is our daily focus not theirs and most of the time the customer assumes we have a huge business.

Responding politely the way you did is the best thing you can do. If they are serious about purchasing they will be back. ;) Sending a reply one time is sufficient. I even had a "non-responder" finally get back to me about three months later and I am still creating items for her upcoming wedding. I have made 4 separate groups of items for her. Don't give up. The right customer will purchase from you. :)

[Former_Member]

Thanks for the info and advice, I appreciate it! That's great that you got the wedding order, congrats! :)

[Zehland]

It does happen quite often, I find. More often on Etsy, but it does happens on other sites as well. Perhaps some people don't think we are individuals who are selling, but that it's a big marketplace.

On the other hand, for quite a while, my Etsy convos were going into my spam folder every time. I check mine daily, but most people never do. If the convos are ending up there and people don't know to check them on Etsy, I wonder if they ever know there was a reply! But in that case, trying again would not help.

I'm going to add a line in my shop policies that tells customers if they don't get a reply within 24 hours to check their spam folder.

[Former_Member]

It's just the nature of the beast. It woudl eb the same thign fi you had a walk-in customer. People browse and ask questions but often don't purchase. They will not really remember if you are nice but they will remember if you are rude and ignore them. So I think it is best to be polite and being polite doesn't always mean going waaaaaay out of your way either. Best of luck with your shop. :)

[Former_Member]

Thanks to all for the advice! :)

[Former_Member]

I've had that happen a few times before. People have asked about custom orders, etc. but then never responded to my answer. Unfortunately, I think that's just the way it goes. While we are tempted to follow up again, I always just let them be. They may be pricing out a few different shops and options or changed their mind. Your kind response in the first place and going the extra step should put you on their radar if they decide they do want to purchase something.

[Former_Member]

I have a different train of thought. I have followed up on some non-responders recently and they have turned into orders! Something along these lines:

"Hello. Recently you inquired about item xyz. Just following up to see if I can answer any additional questions for you. Thanks for visiting my Etsy shop."

Almost always I get a reply of some sort. Maybe they are not interested, maybe they got it somewhere else, maybe they FORGOT!!! Or got busy! But at least you know.

If I don't hear back, I leave it at that. I think it helps to remind people that you ARE an individual and not a huge manufacturing company. I think since you are responding to their original convo, it's not considered spam,

[Former_Member]

I had not followed up in the past but Christine has inspired me to be a bit bolder and just check in one last time. I think it is a great idea and the worst they can do is say "no'. Thanks for the encouragement!
William Z.

[MVDesignInk]

I only have 4 sales but I also had received convos, I respond politely and just say "hope to be able to work with you thanks"
That's about it but then again, I could also follow just like Christine...
Good luck.

[Former_Member]

I've been in sales my entire life...and sometimes you need to push...just a tiny bit. It usually only takes a simple note - and I almost always ask if it's OK to follow up, especially if I have had a LOOONNNGGGG back and forth convo. Follow up is definitely part of being successful in business. Let's hope it pays off for me in Etsy!

Good Luck to everyone! Go get 'em William Z!

[Former_Member]

Customers often shop with their eyes and many don't read the items descriptions. Its the nature of the online market place. Often if they have searched for headbands.........they'll pull up a four pages of those and assume they all are made by one etsy shop owner.

Its takes no time at all to respond to a customer convo. Besides its and opportunity to exchange and steer that customer towards another item or to assist in a carted item for your self, or even point out one of your etsy friends' products.

If we're not here to sell, encourage and help, what are we doing here?

[gewgaws]

This happens to me all the time; don't get hung up on it.

I always try to respond to inquiries ASAP; once I do, I find that half the potential buyers never come back. But I'm going to keep being as responsive and friendly as I can.