Success Tips : Show your customers that you care

by Lindecise on November 3, 2010

in Business, Success tips

Article by Brenda from Lindecise

When we think about Customer care, we are interested in our customer’s needs because we actually want to let them know that we care about them and their satisfaction with our products and service are our priority.

The service we provide goes hand in hand with the products we make and sell. Customer care is the starting point where you build a relationship between you and buyers. So if you see your business in the long term, this is an important subject.

As crazy as it may seems, in the emerging and expanding handmade world you will often find people wanting to buy handmade goods while receiving a corporate-like customer experience. Yes, even the indie shoppers may turn sensitive to good customer service.
It doesn’t mean that you must run a 24/7 hotline but offering a service measured to the size of you business targeting your potential customers needs.

Developing a strategy for your indie costumer service is easier than you may think, some people will find this comes from common sense, but there are still aspects that are not too obvious for everybody.
Needless to say, customer service online is always written -when the situation permits, you can also use the phone- but in general rule, you communicate by writing as an alternate way to speak. This is an advantage, because you have time to figure about the right words to say before typing them on your keyboard.

Etsy offers several ways to communicate with potential customers, and the trick is to write the right words according to an implicit message: that you do care about your customers.
The most important in my opinion are your shop’s Policies.
1. Write your message as clear and consistent as you can.
2. Let people know that you are available for any other information.
3. Respond as soon as you can to questions and let them know you appreciate their interest.
4. Review your Policies from time to time and renew the information when needed.

item by verityunmundoaparte

What about customer service after they purchase from you? Show them that you are open to listen. Just because you dispatch and order it does not mean that your work is done.
1. Thank your customer for the purchase.
2. Don’t forget to communicate orders status when appropriate.
3. Let them know that you care about their satisfaction.

I’m not saying you have to spam customers with unnecessary fake-over-polite and long messages, actually you can mean all the above just by writing a few words.

In some cases (hopefully not so often!) some percentage of merchandise will be damaged/lost in shipping, or a customer may need to exchange a product or have some other concern. For this one, there’s a rule of thumb: be kind and polite!
Believe it or not, your ability to give your customers more in terms of service, makes a big difference in a competitive world, it will influence the word of mouth marketing”, which is by far very important in the handmade world.

Leave your comments, share you have ideas about how you care about your customers!

Related reading: Tech Update plus Customer Care Tip: Hello Policy!

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{ 6 comments… read them below or add one }

1 Heather aka Niftyknits November 3, 2010 at 3:24 pm

” Show them that you are open to listen. Just because you dispatch and order it does not mean that your work is done.” You’re so right! Although I’ve only had a very few parcels go astray, sometimes my customers haven’t noticed I’m in the UK, and expect to get their purchase immediately. It’s important to be understanding and friendly.

2 Lindecise November 3, 2010 at 3:50 pm

Heather,
That’s true…. there are people who just don’t notice from which country they’re buying from!
When thinking as customers we have to go beyond the obvious sometimes ;)

3 Donauluft November 3, 2010 at 4:08 pm

Good advise! I looked at my policies immediately and was shocked, I had none!
I had written all infos in my shop announcement!
Thanks for inspiring me to change this!

4 etherealflowers November 3, 2010 at 4:15 pm

i agree with everything, great article, as always! thank you for writing it!

5 DreamsCorner November 3, 2010 at 5:16 pm

Thanks for this article, are valuable and useful tips to absolutely put into practice. Thanks again!

6 Olelé November 22, 2010 at 4:12 pm

Great post, taking care of our customers is as important as making good products. I’ve discovered the importance of answering to requests as fast as possible, since the buyer can rethink his/her decission to buy…

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