Customer Service

Treat your customer like Royalty!  Customer service is the number one most important part of my business.  If I make my customer unhappy, I don't make sales, even if I have great product in the store.

Here's another list of ways to make your online store more successful. Earlier this week I started this series with a post titled: HOW TO SELL ON ETSY: http://pinkflamingo61.blogspot.com/2009/04/how-to-sell-on-etsy.html

CUSTOMER SERVICE: 

 

1. OBVIOUS!  Always be friendly.

2. Be sincere.  Don't lie or build something up to make it seem like more than it is.  You'll always get caught and how embarrassing that would be.

3. Be prompt.  

  a.  Answer questions promptly.  If you don't know the answer, send a convo acknowledging the question , let them know you will search an answer and get back to them. THEN GET BACK TO THEM.  By making the reply, they know you received the question and will give you time to find the answer.  Doing the research will also let your customer feel valued and reinforce your bond- you may even learn something new along the way!

  b.  Mail promptly, people want instant gratification; get that package in the mail ASAP! The package shows up fast, excited customer, excited customers leave great feedback and shop with you again.

4.  Get to know your customers.  People want to be part of the group, remember 4^th grade recess!  Know their names, what their interests are, if they shopped with you before.  Being remembered lets them see you valued them as a person.  The whole point of shopping with an independent artist is to be personal.  If they just want to line up and be a number they can go to Walmart or Target.  

5.  Do some homework.  When a customer comes to your shop learn something about them.  This is where you get a chance to make a connection with them.  Visit their shop.  Look at their profile.  Read it.  Look at their feedback.  What have they bought in the past?  This tells you about their interests.  Go to their favorites and see what they like.  Now you have a better understanding of the person, a place to spring from.  Think like the perfect hostess at a party.  She introduces two people with a little blurb, example:  John, this is Mary; she's an artist and lives in Philadelphia.    Now John has a conversational starting place with Mary and not just Hi, how's the weather.

6. At the time of purchase, send a quick convo or email if you have access to it, letting the buyer know you received their order and will get it out to them.  Thank them for the order.  Besides being polite, you are once again putting your name in front of them, setting it more firmly into their memory.  

 

    More lists will be added this week.  Stay tuned!  http://www.pinksupply.etsy.com

 

 

tutorial: How to make a rabbit pendant

Here are some quick instructions how to make a beautiful rabbit charm using a plastic toy.  Supplies needed:  plastic toy, silver metallic- enamel paint, oven, black acrylic paint, gloss or satin sealer.  A dremel or drill to put a hole through.  Before I start painting I put a hole with my dremel tool,  through the middle of the rabbit's back, all the way through and out the bottom, or his stomach.  Then I clean him to get all the drill dust off.  With a paint brush I put on two coats of enamel, follow directions on the bottle.  You can get enamel paint in the craft store with the other bottle of craft paint.  After I let it dry for about an hour I put it in my kitchen oven or craft dedicated toaster oven and bake it for the time on the enamel package.  I usually start checking it about half way through to see  if it is set and dry.  You don't want to walk away while you're doing this or your rabbit may melt.  When it's done, carefully remove it from the oven and allow it to cool.  If the legs are curled at all, now is the time to straighten them.  After it's completely cooled, put a coat of black acrylic paint on the entire rabbit, then wipe off with a clean, soft cloth.  This will make the rabbit look antiqued.  When this is dry, two to three coats of sealer may be applied.  Allow it to dry completely between coats.   When finished you can thread a wire or string through the hole and make it into a pendant.  I've used regular acrylic instead of the enamel and it will rub off with wear.  You want your piece to look professional so take the time to use the enamel.  If you are just doing this for an assemblage where it won't be getting any wear you could probably get away with just acrylic.  In jewelry you'll need to make it durable.  You don't have to use a rabbit, any hard plastic toy will work.  I use the ones made in Germany, they cost more but they are a much better toy, they are stronger, better made and have great detail.