Your Customer Service Tips!!!

[#1]

Hey all!

I am working on a post about customer service, especially as it relates to the holidays, and I’d love to hear from you! What tips can you share for providing great customer service through the busiest, and often most stressful time of the year?

What do you communicate to your customers to make sure they have the best experience buying from you? What policies have you developed to set expectations and ensure smooth transactions?

I am interested in:

- best practices for keeping customers
- ways to build and foster great buyer-seller relationships

I’m also interested in the challenges you face. How do you handle when something goes wrong? For example, what if a package you send doesn’t arrive? What if a customer reports the item you sent not as described?

While I am asking you how you deal with such scenarios, PLEASE take care to not discuss individual transactions here. We are looking for general tips, not specific examples, as we cannot discuss specific transactions or members here. Thank you!

I am really looking forward to learning from you!

[Davs]

My best advice for if something goes awry (i.e. shipping failure or customer is not completely satisfied, and *I think* everyone's personal nightmare: lost inventory.) Put yourself in their shoes. Remember that sometimes it is better to take a hit if it means resolving an issue with a customer rather then trying to save pennies. Sometimes unfortunately taking a hit is a part of doing business. You are responsible for getting items safely to your customer, despite not having control over mail service. If something happens with a transaction that is not up to par, do your best to make it right. Try to give several options for the customer to choose from so they will be able to walk away happy. A happy customer makes a happy seller IMO.

[Former_Member]

Hassle free returns and Free gift wrap and send item to who they are giving a gift to with a card that I sign from the purchaser.

[NakedRatDestash]

I always wrap my items in pretty glassine bags with a handmade sticker to close the bag. Each customer gets a 'little gift' a die cut that pertains to what
they just purchased.

[Former_Member]

These are great .

As everyone said, communication is the key. I try to answer a potential customers request withing the hour if I can. Since many of my orders are custom, I give my customers many options including shipping their item to me so I can make a unique product for them.

Sending a timely reminder of their shipment is important. If I were a customer, I would want to know when my item has shipped.

Many of my orders are high priced as i work with leather, so I offer a coupon code to the customer if they decide to return or they can share it with friends/family.

From time to time, I offer discount coupon codes on FB and Twitter. This was my customers and fans stay engaged.

Finally, if something does go wrong with their custom order and they are not satisfied, I do offer to correct this at no cost to them. Not only does this make my customer happy but it really makes me feel good too and I can sleep better at night knowing I did the right thing.

[FussyGeekWares]

I had a team member (UK based) tell me she had not received her order. She was happy to wait a while in case it was just delayed.

We both waited a week and I sent her a replacement by recorded delivery thinking it would be there in 2 days at most. 4 days after I sent it she told me in a forum post that the recorded delivery replacement had arrived............. along with the missing package.

It seemed the replacement flushed out the original package. She got double her order and we both got a laugh out of it.

[Former_Member]

I do a lot of custom orders for my wedding related items. One thing that puts the brides' mind at ease is timely and to-the-point communication.

I usually respond to all inquiries/messages within 24-48 hours tops (up to 72 hours on weekends, when I might be out of town or at a craft show), and I make sure to let my potential customers know what my response time is the very first time they contact me. Also, I don't even begin working on a custom order until the customer and I have ironed out all design and deadline details to mutual satisfaction.

Once the work on an order has started, I send my customers regular "work in progress" photo updates, and ask for their comments and suggestions along the way. This is the best way to avoid necessary frustration over something that was not produced the way the customer imagined it. I usually first make a mock-up of an item (where nothing is permanently attached, and can easily be redesigned if needed), and only proceed to finish it after I have obtained customer's approval.

In addition, my processing & shipping time estimates are quite conservative, which makes for happy customers when they receive an item much faster than they expected it.

Personalized service with little handwritten "thank you" notes included in my packages and gift wrapping as a standard feature for all my jewelry (whether requested by customer or not) is another way I try to go an extra mile to make my customers happy.

Another thing I find useful in providing great customer service is having my shop policies clearly spelled out. This is particularly important during busy seasons and when it comes to international orders. I make sure that processing time, possible snags in expected delivery time (due to customs inspection delays, inclement weather delays, local delivery service delays, etc.) are brought to customer's attention through different sections of my shop and my listings (e.g. Policies section, processing time estimates, etc.), as well as through messages sent to customers.

To knock on wood, in the past 3+ years that I have been on Etsy, I have never had a customer complain that an item was not as described, and I hope things stay that way. :-)

[Former_Member]

Superior Customer Service. that is my approach to my shop. A lot shops might sell crochet items but I think giving somebody the best experience possible. Making it easy for them to purchase. That is key to set yourself apart and create repeat customers. Be Grateful, a great attitude towards your shop, reflects with the care you give your customers.

[WatchMeWorld]

My approach to customer service is remembering the experiences I've had as a customer, both good and bad, and then using that knowledge to make my customers happy. For example, as a customer I like an easy return policy, so if for whatever reason my customers want to return an item I refund them, no questions asked.

Another big factor in keeping customers happy is keeping them informed. I try to use all the tools Etsy has provided as far as listing estimated production and shipping times in each listing, as well as providing that information in my shop announcements and in the note to customer on the invoice. But just to be sure my customers know what to expect I send a convo after each purchase thanking them again for their order, letting them know when I plan to ship their order, and for international customers I even provide a website where they can calculate any possible customs fees that might be due upon arrival, to avoid any confusion later on.

Finally, if my customers are purchasing because of any special events in their life, for example my bridal orders, I try to adjust my customer service to acknowledge that event. For my bridal orders, I put each item in a small gift box and make a note as to the size or other identifying information on the bottom of the box so the bride knows who to give it to. I know that when a woman is planning a wedding, the more details she can have taken care of for her, the better, so I try to help her out a bit with that! Finally, when I send the order, I try to make a small personal thank you note and include my congratulations on their upcoming wedding. I think this makes the whole experience seem more personal, not just a purchase from a faceless company.

[FenderGemsNCrystals]

I never withhold compliments nor gratitude. If the customer made my day I tell them.
Quick responses to inquiries. Ship fast.
I keep up with postal tracking. I notify the customer if I see a shipping delay so they know I have it under control. I contact the post office if need be.

I try to keep a well stocked shop with great merchandise - that is the most important thing

As my motto says - honesty, integrity, value

[Former_Member]

For any custom order, good communication is key. Be realistic about timeline and respond to their questions as quickly as you can. Using photos for color/size/style at the beginning of the order will help keep everyone on the same page.

If there is a problem, try not to place blame. Say you are sorry, do you all can to calm the customer and try to resolve the issue. Often when a customer complains, they just want to be heard and know you understand them. With a shipping issue, always have a trackable shipping method. It's better to know that it's stuck in transit than assuming it's lost and replacing the item -- while you want to help the customer, you need to make sure you aren't taking a hit financially.

[PebbleCreekStudio]

I treat my customers the way I would like to be treated - fast response to convos and e-mails, good communication, always accommodating their "extra" wishes if I am able, careful packaging of their product and quick shipping. :)

[DecalInnovations]

As we are getting more involved with weddings and personalized wedding items, we have come up with the saying for our shop.

"Treat them so well they will want to invite you to the wedding"

If we do everything we can to make sure they have a great experience buying from us, we have no question that they will be 100% satisfied with the finished product and proud to pass us along to their friends

[ColourMeFun]

Always be prompt and helpful to any query - not matter how big or small. You never know what an enquiry will lead to and that customer who didn't purchase from you now may just come back later.

Always include a dispatch note when you mark your order as sent. The customer always appreciates being updated with their order progress. It only takes two seconds and it can certainly ease the recipients mind.

During the Christmas rush make sure you tell your customers of your shipping dates & lead times because not all are aware where in the world you are!

If you are sending an order after you last guaranteed posting dates include a note to say so! "Hi! Your order was dispatched after our last guaranteed posting date but we've processed it as fast as possible and hope that it reaches you in time!"

[Former_Member]

1. Answer convoes in 24 hours or sooner (many sellers lost my business beacuse they do not at all answer to convoes)
2. Try to accomodate their needs - special font, fast shipping, different address, its all possible so don't be negative and say no
3. Be honest - if you can't make something, don't say you can, or just be honest about turnaround and shipping times. Maybe you lose a sale but you earn a trustworthy advocate.

My experience...

[Former_Member]

Great tips so far.

I agree that responding to customer inquiries and questions needs a timely response. With technology today, I can easily answer questions back in a few minutes from my smartphone, thus increasing the chance to turn that inquiry into a sale.

Stay accessible throughout the sale and let your customer know when the item ships. Even with automated messages, it's nice to send a quick note through Etsy's convo system letting them know their item is on the way. Dedicate at least one hour everyday to handling communication and updating details of your transaction (mark shipped, convos to customers, incoming questions, etc) if needed.

When something goes wrong, always be there for your customer but verify before replacing or refunding when selling online. Whether it's having a broken item shipped back for replacement (offer to pay return shipping) or having the customer send photos as proof, as sellers we need to find that delicate balance between giving stellar customer service and protecting ourselves.

Use these instances as learning opportunities. I had one item break in shipment last year. Once the item was returned, I reimbursed the customer's return shipping costs and sent a replacement item. Not only did I switch materials to where my item was stronger and harder to break, but I learned a bit on how to wrap my delicate items better. The customer was happy because I was accessible throughout the ordeal, thus making them comfortable with trusting me to make good on the sale. I was happy in the end because I was able to fix a problem and find a way to make my transactions go a little smoother next time.

I feel that these tips will help anyone avoid problems such as bad feedback, miscommunication issues or problems with customers. It's important to see the transaction as complete not when the item leaves our hands, but when it has been well received by the customer.

By doing the steps above, not only have I passed 200 sales recently, many of them are repeat customers. My ultimate goal is not only to have a pleasant transaction for my customers, but to have them return for more. Good luck everyone!

[beadsofaquarius]

My tips here : the individual customer service , very individual , respond as soon as possible , hand write individual card with a " Thank you for supporting the handmade " , gift wrap for free , resize the jewelry for the customer if they request , send it at time for the party , customized for the dress wedding , Track the package to be sure about all the shipping process , and of course ad a gift , for one of my customers that purchased for christmas , they got french chocolates with the statement necklace , and really appreciate it! It was Christmas !;)
I love to treat my customers as a friends , this is my role , i'm an artisan who create with passion .
My Goal is to make a purchase the best experience for my customers .

[OldLadyWhite]

Simple solution to all most any situation with no rocket science required.....The Golden Rule!

[Former_Member]

Hi Audrey - customer service seems to be my theme this week, both in my shop and in life away from Etsy!

I always keep my customers informed about their transaction along the way - telling them the turnaround time; telling them their tracking number once shipped; and leaving them positive feedback when a smooth transaction has been completed. If they have any questions along the way, I always make sure to respond quickly to their inquiry.

Years ago I was a supervisor in a customer service center at a camera repair facility. Through those years, I learned the following important customer service tips: always listen to your customer, show compassion to your customer (e.g. if a camera was taking extra time to go through repair, I would have to show that I understood the customer's frustration and not just tell them "too bad!") It's very easy to show good customer service when you put yourself in the customer's shoes. Ask yourself "how would I like to be treated if I were the customer in this situation?" Always be willing to go the extra mile for the customer!

I enjoy happy customers, and also enjoy giving them a happy/easy customer service experience! This is a great thread!

=^-^=

[AudMod · Accepted solution]

Hey all,

Just wanted to thank you all for your amazing contributions here. I wish I could have included them all in the blog post: http://www.etsy.com/blog/en/2012/your-customer-service-guide/

You're the best!

Audrey