"I’ve had a few buyers go along the lines of “wham bam, thank you ma’am”, where you buy the item, pay for the item, receive the item, end of story. In those instances I feel like you might as well be buying from that big chain store, at least at the store you’ll get better customer service from the sales associate. No matter the outlet, be it email, a note in the package, etsy conversation or a message on twitter, if a seller takes the time to talk to me about my purchase, the status of my order, follow up on how I like everything, then I will definitely be back for more!"
This just reinforces the the importance of personal, customer service when selling handmade. Most people shop handmade because they appreciate the idea of connecting with the designer, the seller - the original artist and shop owner - because it provides a personalized, detail-oriented experience.
I admit that I am guilty of not always messaging a customer upon receiving their order. I used to think, "nobody likes a cluttered email inbox." My shipping schedule is in my shop policies and message to customer. Etsy sends an email confirmation, PayPal sends a shipping confirmation, I would always check the "shipped" box on Etsy, and I always write a personalized, hand-written card with the package. My mind has changed, though: I will always send a convo upon receiving an order - it means a lot to too many customers not to do it.
So, what are your thoughts on communication when it comes to buying and selling? Do you always confirm an order with a non-automated email or message? As a customer, does it bother you if you do not receive a message upon ordering, even if every other part of the transaction is perfect?