Customer Service – Keep the Buyers You Have

Think customer service is important?  So does our team and many of the readers who contact us!

Sometimes it seems like you need to catch the right thread at the right time on the Etsy.com forums to get a new idea about how to improve Etsy customer service.  Our HandmadeMarketing.org staff receives many customer service ideas from our readers and we are happy to share them – all in one place!

Below are some of the comments we have heard regarding Etsy shop customer service:

• “Always be kind and courteous as a a seller. I like to visualize my customers and treat them like I was having a face to face conversation with them. I like to make them feel like their amongst family and friends.”  Carolyne Tillery, check out the shop here.
• “Customer service is one of the most important issues to consider when having a small business (like many Etsy.com sellers have),” EtsyMarketing.org reader Ine told us.  “Always be honest towards your customers, be open to questions, make sure customers feel welcome in your shop, and most of all, pay attention to all and every question/remark they express to you,” said Ine.
  “I also think when selling online, sellers should offer the option to refund when a customer isn’t happy with the item he bought,” Ine continues. “Refund without questions asked, and without restrictions – the only restriction, of course, is that the item returns to you in its original form.  Furthermore, an Etsy seller should be trustworthy to your customers.  Customers deserve to be treated with respect and in a friendly way.”
  “I package my orders carefully, write a personal note, and make a customer feel like he or she’s getting a real present,” Ine wrote. “When I buy a beautiful item, I always feel so good when it arrives and I see that the seller has really put thought into the way it’s packages it! It’s all about treating people with respect and realizing it’s the customer that counts!! By buying your artwork, customers make you feel proud and satisfied, and provide your income!“  Check out Ine’s Etsy.com shop here.
• “Treat others the way that you want to be treated!” wrote Alison Kelley.  “Contact your customers immediately to acknowledge that you have received their order as well as acknowledging them as a person. By simply writing them a thank you for their order you are telling them that you are grateful for their order and they are not just a purchase. This can go a long way in providing them with great customer service.”  Take a look at Alison’s Etsy.com shop here.
• Jane Garnett of Etsy shop JacarandaDesigns tell us, “When I ship an item out to a buyer, I always include a small free gift and a coupon to be redeemed before a certain date. Coupon is usually 10% or 20% off (depending on how much the purchaser bought from my site) and the coupon expiry date is about 2 months from date of purchase.”
• This tip comes from Kerstin at Etsy’s KerstinHanson.  “Follow up every Etsy sale with an email and/or convo to the buyer as soon as you see it!” Kerstin suggets.  “If you need any clarification with mailing address, payment, or other information ask for it in that first communication. Tell your buyer how much you appreciate them valuing your work enough to purchase it.  Finally, give them an idea of when you will ship – that day, the next day, or first business day if it’s a weekend or holiday.   I find this supports a good relationship with the buyer for the first of (hopefully) many transactions!”

Do you have ideas to help with customer service at Etsy.com shops?  How do you keep buyers you already have?

Join the conversation at HandmadeMarketing.org by suggesting a tip about customer service.  If our editors like your idea, we will feature your tip and cite you as the source.  It’s easy – just share your Etsy tip!