Okay, I almost hesitate to open up a discussion about what is appropriate when it comes to running a business and how it relates to customers, but then again, I find there is probably a need for a dialogue to open up. I am curious what other small business owners think when it comes to communication with a customer. So that is what we will discuss today. Please feel free to jump in and give your two cents, or even your million dollars worth, but if this discussion turns disrespectful or if a entry is destructive to the flow of what we are trying to get to here...I will remove the post, plain and simple. Chime in, be respectful of others, and lets have a worthy discussion here...okay?
Let me open this up by telling you how I handle transactions. I have it so all transactions through Paypal give me a an email notification..nothing goes to spam so I can be right on top of orders. Now, mind you, I don't go running to the computer right away...I just like everyone else has a life...BUT...I do acknowledge the sale by messaging the customer through the convo system in etsy. I have over 1K in sales and I still take time out of my day to personally email my customers. I actually thank the customer for their business, or if they are a return customer I thank them for their return business. I actually let the customer know when they can expect me to send the package out. I actually communicate with the customer. Kind of neat, huh?
Now, I KNOW that Paypal emails the customer, and I have been in several forums where I hear sellers say, well that is enough of a confirmation for the buyer...why should I contact them as well(ARE YOU KIDDING ME?)...but, well let me give you the scenario of how I feel as a customer when I don't hear a thing from a seller...
I buy some beautiful handmade items. I spend A LOT of money on said handmade items because...well they are handmade, and they are beautiful. I need things for my San Diego trip and I was hoping to go handmade...so I buy from more than a few sellers who have beautiful items. Out of 5 sellers in one weeks time...0 sellers contacted me personally to thank me for the purchase...thank you for buying handmade, etc. your package is expected to ship blah blah blah....
Zero, zip, nada. This puts me off a bit. I want to know that a seller knows they have an order. I want to know that even though they might be busy, that they are organized just enough to once a day at some point set aside time to send out email. I want to know that I can access that seller if I have a problem with my purchase. Silence from a seller indicates to me that they are unreachable.
So I ask you...what is your opinion?
2 comments:
Here is my 2 cents.... If someone goes to the trouble and expense of buying something from me, I email them or message them personally after they purchase and when I ship. I send a little hand written thank you note with the item. I think as handmade sellers, we should try to provide a personal touch and be grateful for every order!!
Thank you for your input Kathryn! Yes indeed. I feel that we are basically going up against mass production, and it is up to us to show customers, not only with our awesome products, but with our communication as well that going handmade is the way to go!
Post a Comment