Communication is Key

Article by columnist Pam AKA: Electric Penguin
Photo titled “Keep Talking” courtesy of HartelArt
Have you ever bought a handmade item on-line, and hear nothing from the seller until it arrives in your mailbox? And were you frustrated by that? It’s happened to me and I definitely was frustrated! I didn’t know if my orders had even been received, or when to expect them. I had one small order that arrived almost four weeks later from two states away, even though the seller’s policies stated it would ship within two business days. It didn’t get lost in the mail either – the shipping label was only printed a couple days before I received it. Why it took so long for them to ship remains a mystery. There was another silent seller I finally followed up with to see when it might arrive. I never heard a word back from them about my question (!!!), but the item arrived very soon after. Coincidence? I think not.
Now to some of you, I’m sure none of those things would matter. But there are those of us who do like a little bit of personal attention with our orders!! And for me, that can translate into not buying from that seller again.
Communicating to your buyers doesn’t have to be fancy or take a long time to write. For new orders, I have a canned email set up that thanks them for their order of xxxxxxx and tells them when it will ship. That way, when I get an order I just update the email and send it to the buyer. Simple, easy, and they’re happy. This also gives them an email address to contact you with, in case they have any questions. I have a lot of new buyers, many of whom don’t understand how to convo on Etsy. So an email address they can use helps a lot.
If there’s a reason why you won’t be able to ship an item on time, tell the buyer! People are very forgiving – if you let them know ahead of time. I once had to stall an order while I desperately shopped for a matching clasp because the one it was made with just didn’t work with that design. The buyer didn’t mind waiting when I told her what the problem was, and was really happy with the change.

Photo courtesy of LizzysLabels
If someone asks you a question via convo or email, please be courteous and answer! Even if it’s a “Thanks, but I’m not interested” answer, it’s still an answer. I have asked other sellers for generic info about their products, things like what coating they use and where did they get a certain size bracelet blank. Some have been willing to share, some understandably have not – but all did respond. That’s all I want!
The one thing I hope you take from this article is this – think of how you would feel if you were the buyer of your item and communicate accordingly. It could, no, it will affect your business!!
Slide photo courtesy of Studio21
Edited by Barbra of All About The Buttons








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