March 11, 2010 at 9:45 pm (Customer Service 101, Discussions on Jewelry)
Tags: customer service, etsy, HANDMADE, handmade jewelry, jewelry packaging, NaturalAmber
People love buying handmade for the overall experience. Most love that what they are buying is unique and made with love but many love (and appreciate!) the packaging that comes with it. When I first started ETSY I remember shipping some of my jewelry in protective bags and other times in these little flimsy boxes. Not the best presentation. Not the most durable packaging to ship jewelry in. I have since changed how I ship my jewelry. I now use colored ribbon boxes for my earrings and rings, and I use sash bags and larger jewelry boxes to ship my necklaces and bracelets in.
ETSY has a lot of wonderful jewelry artists, and because of that packaging can also be important in setting yourself outside of the crowd. I know I love receiving items wrapped up, even if it’s just in tissue paper.
Here are some helpful tips:
Take pictures of your jewelry in the box. Customers loves visuals!
Make sure you have plenty of packaging on stock! I hate when I have two boxes left and I left hanging wondering if they will come in time to fulfill an order.
Be creative! There are so many ways you can ship your items. You can ship your jewelry in sashes, boxes, tissue paper with bows… there are so many tutorials online to make your own!
September 10, 2008 at 9:50 pm (Customer Service 101)
Tags: beaded. NaturalAmber, business, customer service, etsy, HANDMADE, I Love ETSY, jewelry
Wrapped in Pink and Blue
Customer Service is vital to business, and without it you may as well say goodbye to all the hard work you put into building your business because a bad customer service experience equates to “no repeat customers” and “no referrals”. So what can you do to set yourself apart from the competition after receiving that first sale on your website, your ETSY shop, or a reply from your mailing catalog? Simple. Good customer service is looking inside yourself and addressing your own expectations — what would make an experience memorable for you? Here are some tips I have learned from working in customer service myself, and some simple ideas I came up when I asked myself, what would give me a smile and want me to go back looking for more?
1. Ship the order as soon as possible. How impressive is it to you to receive an order in lightening speed? The business I work for Onecall ships the orders the same day as long as they clear before 4pm and I know through the ratings people are more then pleased with this service. I know the anticipation behind waiting for a package, and what a joy it is to receive the package sooner then I expected! People want to buy from sellers who can deliver the goods quick. That’s why people shop retail for that instant gratification, but if you can come close they are sure to be a repeat buyer!
2. Send a Thank You. I always send thank you cards with my orders. I would have it no other way. I buy special thank you cards, and let them know I appreciate their business and let them know that if there are any problems I am here to take care of them immedietly. I would feel special if someone sent me one.
3. Leave Feedback. If you sell on a shop like ETSY it is always important to leave feedback it makes the customer feel as if you care about their business. I know the first time I received feedback on my shop NaturalAmber on ETSY I was so happy the buyer appreciated my business and fast payment.
4. Give a Little Extra With Every Order. I alwys send a coupon to be used with their next purchase. New buyers always recieve a 10% thank you coupon and repeat buyers get coupons depending on how much they have bought. These coupons range from 5-25% off their entire order.
Just remember Customer Service is vital to your business. Live it. Practice it. Commit to it. Your business will grow because of it.
Please come see my jewelry site at http://naturalamber.etsy.com
July 25, 2008 at 8:17 pm (Customer Service 101)
Tags: business, customer service, jewelry
There is a small percentage of people who could care less about a good or bad customer service experience, but the reality is excellent customer service is top on the expectations list for people. Customer service, and ratings are sometimes overlooked when a customer makes an initial purchase but as soon as there is a need, a question, a concern, the immediately expect a resolution and they expect a great customer service experience. The moment they get a bad taste in their mouth they may never shop from you again and are more likely to spread a bad experience to friends and family then a good one. So what can you do to make sure you are providing the best customer service possible?
1. Always Provide Timely Responses. Don’t wait to answer a customers email, a customers phone call, or a customer request. Sometimes people will assume that they need to give the customer the answer right then and there, but the reality is most customers just want to know you have received their inquiry and you are giving it prompt attention and researching the issue. If you still do not have an answer by the end of the day, email them, call them. Let them know you haven’t put them on the back burner and that you are trying to resolve the problem as quickly as possible.
2. Keep the Lines of Communication Open. It is always important to keep in contact with the customer, especially when trying to resolve a problem. If the item is a lost shipment with the shipping carrier it could take a little time to resolve the problem. Always make sure you are touching base with the customer, and sending them daily updates with anything new or that you are still awaiting an answer. The customer will appreciate that you are keeping on top of the issue.
3. Avoid Being Confrontational. There is nothing more frustrating then having a customer service professional yelling our get confrontational with you on the phone. Many times people justify this by saying the customer was being rude, but regardless it is very unprofessional to handle a situation in this matter. Stay calm when resolving a problem, and even if they’re wrong just try to explain your policies in a non argumentative way.
4. Customer Appreciation is a Must. Making a purchase is a very important thing to a customer. When a customer makes a purchase with you they trust that they are getting their money;s worth, and that you will deliver them goods they won’t regret purchasing. It is a small and very appreciated gesture if you send a customer a thank you for choosing your shop to make a purchase. This does not have to be a long drawn out email, but a simple thank you email or phone call that you appreciate their business. For customers that purchase from you a lot you should consider adding them to a special mailing list where they can get free or discounted rates on purchases.
5. Meet your Expected Customer Service. Give customers the same customer service that you would expect to get as a customer. By standing outside of the box, and really putting yourself in the customer’s position you will understand what steps you should take to make the situation right again.
Customer service is very essential to running a successful business. Treat customers the way you would like to be treated, and you should do well. Customers will appreciate a business that cares about them.
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