"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?
totally love this perspective, and I agree. I like feeling a bit connected to the person I ordered from. I get excited when people order my stuff I don't know why I've never thought to thank them and let them know of my excitement. Great idea, thank you so much
ReplyDeleteThank you for sharing this story! The perspective of the handmade buyer is so important! The fact that I design handmade flower girl outfits that are customizable and made to order means that my communication with my lovely clients is so important! Sometimes it is hard to feel like you are not overwhelming them with details, but I think from this buyer it is clear that open, personal communication makes a big impact. Thanks again!
ReplyDeleteBrianne
PetalPetal designs
I'm stickily an etsy buyer and I kind of agree; however its not so much that the experience is less when they don't communicate. I think its more a nice surprise when they do. Even just a hand written thank you on the sales tag does make it feel more special. There is really nice quality items on etsy so, I think it reminds you that while the item is store/professional quality, it was handmade by someone.
ReplyDeleteoh this is so cute!
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