Search results (tags) for: "sellers"

Fresh Shops: Aula46

Thu, 28 Aug 2008 19:41:00 -0000

What can I say, I'm a sucker for electronic geekery. I'm also a sucker for Pounce, which is how I discovered today's Fresh Shop. First of all, the moment I see resistors in a listing image, the seller becomes a contender. Perhaps it's a weakness of mine, but I like to think of the ability to spot dorktacular oddities as a good thing. Aula46 joins Etsy this month from Alba, Italy and by doing so, brings a collection of jewelry made from active components.

Jewelry made from electronics is gaining momentum as of late and is beginning to bear a variety of styles. My guess is this trend stems from the fact that the cost of the components is relatively low, the potential for upcycling all the electronic waste that accrues in the world is high, the components come in all shapes, sizes and colors, and that most components have axial leads or some other metal part which can easily be bent into useful shapes for jewelry.

My personal favorite of Aula46's available work is this rib cage necklace. While the ribcage necklace seems to be a popular trend in meta-wares, this piece deviates into a more pattern oriented little wonder.

Or this pendant—love that blue capacitor.

Or how about these off-square earrings? I love the light blue 5-Band Axial leads in the center.

The Ladder necklace. Is this a pun? I love puns. (Check out the definition of a resistor ladder.)

Here's a little interview we did with this Fresh Shop.

Can you tell us a little about the people behind Aula46?
My name is Eva, I'm 21 years old, and I'm a full-time student in my third year at the Academy of Fine Arts of Milan, where I study sculpture. Aula46 is the name of the place where I create—my second home—and is one of the rooms in the Academy. I'm the person behind this page; I create the pieces and follow the shop's progressions.

What inspires you as a creative person?
My intent here, and in my life, is to share with other people the fruits of my ideas, finding more and different ways of expression as I proceed. These jewelry pieces are the elaboration of other art works I have done over these years at the Academy. The idea is to create a series of small sculptures, each unique and individual, to keep near one's self every day.

The electronic parts I use in my jewelry are called resistenze in Italian, and they are pieces used for electronic circuits in many, many objects of our everyday lives. Electric circuits create paths, and by thier nature they permit the passage of energy and contribute to the function of something bigger, different. This is one of the concepts I try to develop in my work.

Nature, with its uncontrolled beauty, is of great inspiration to me, and I always try to enhance the materials I use. What I try to do is explore the material as it is, to learn its peculiarities and characteristics and play with them.

How do you like Etsy so far? What are your favorite features of the site?
What I love most is the possibility it gives people to explore and share with others, freely and independently.
I find Etsy to be a place in which to learn new ways to live everyday life, and I love the variety of people, ideas and creations it offers.

Anything else you'd like to add is also welcome!
I must mention my good friend larimeloom. She is also a native of Alba who helps me with English and the set-up of my Etsy shop, as she has been here much longer.

Looking for more Etsy newbies? Check out our previous Fresh Shops coverage!

Handmade Kids: International Gift Guide Launches!

Tue, 26 Aug 2008 19:00:00 -0000

With all the Handmade Kids fun going on, we wanted to show a little love to the amazing international designers of childrens' items here on Etsy.

Take a spin through the Handmade Kids: International featured gift guide for a peek at the talent that abounds from all around the world. To see even more great global finds for kids, just search the tag "intlkids".

We'll be updating this featured guide throughout the next two weeks; be sure to check back often to see what's new.

If you're an international seller of childrens' goods and want to get in on the fun, see this article for details.

Quit Your Day Job: Neawear

Mon, 25 Aug 2008 19:37:00 -0000

After introducing a new line of embroidery into her current line of jewelry at Neawear, Janick found new selling success! She saw enough of an increase in sales and blog features for the new line, so she decided this was the much needed push she needed to take the plunge and try her hand at selling on Etsy full time. Working from home is no stranger to Janick, but she's now getting by solely on her own line of crafts. Keep reading to find out what her best marketing secrets are and the morning routine that she can't seem to kick.

When you first started selling on Etsy did you have dreams or goals of eventually quitting your day job?
At first, two years ago, it was basically to see if something would sell, since I had been making some jewelry for myself for already six months. Having an extra income with it was indeed in the back of my mind, but since I was working as a freelance graphic designer from home, my "day job" was already having my own business! I looked at my Etsy sales as some shopping money, to be truthful! I've wanted to sell what I made for as long as I can remember, but never did.

How long were you selling on Etsy before taking the plunge into selling full time?
Weirdly enough, now that I think about it, it was AS I started two years ago, but I didn't know then! When Etsy came into my life, my dad had passed away six months before. I then started having trouble staying motivated in graphic design once in a while, and with time it got worse. Now I realize that my Pops was my motivation in all of this. He was a business owner – I have that fiber in my blood – and I wanted to prove that I could do it too! Not that I didn't like graphic design – I still love it – but more in a personal way than for clients. So as I was taking less and less design jobs, the crafting part of my life became much more important and inspiring for me!

What was the deciding factor resulting in your pursuing Etsy as your full time job?
When I launched my Wall Wear embroidery pieces in June '08, it was a huge success right away (thanks to many many big and small blog features!). I thought it was "the sign" I was waiting for (something) to have the guts to do what I wanted to do in the back of my head for a while now. I just decided to stop fighting it, to start listening to the little voice inside of me and take the plunge!

Money and consistency wise, it was perhaps not a great idea to do it now. But I had done this once already (start a business in the "heat of the moment" while not being really prepared). I know what I am getting into: lower salary, sacrifices, hard long hours of work, and I'm convinced that I can do it again!

Did you do anything to prepare ahead of time before taking the plunge?
My graphic design company has its license already, and I am doing Nea on that same license. So in that way, I am prepared, I know all about it and I'm all set! I am fortunate enough that graphic design will be very useful with Nea, in the actual graphic designs I may need, as well as all the skills I have learned in the past five years as a business owner, as far as marketing and promoting myself is concerned. I don't have a mortgage or kids or anything, so of course that helps the process. I am not a budget kinda gal, but I am trying to work on a semi-budget right now, if that is even possible. Ha ha!

What are the most effective ways you have promoted and marketed your Etsy business? What's your best marketing tip?
Features on blogs have worked wonderfully for me! But for that, you need great pictures and great unique products! I am always trying to improve on my photography skills. (I’m even thinking of taking some manual photography courses soon!) If you look at pictures of my first sold items vs. my pictures now, whoa, what a difference!

I keep very active on the blog scene, I have found that it helps me get much more traffic! I have a blog that is getting quite a lot of views (between 200 and 300 visits a day on week days). I follow around 450 blogs on RSS feed, I comment on many blogs daily and trade banners with others sometimes. Of course, you have to love it to do it as much, and I do! I also relist items often on Etsy, and try to list new items often too!

What have you found to be unsuccessful promotion or something that's just not working for your shop?
Weirdly enough, contests on my blog have proven to have a very low participation rate! But I know many sellers have had success with this. The last one was a while ago, so maybe I should try again soon. I have purchased some ads on blogs as well, but I sincerely have no clue if there are actual direct sales from them. I know it does bring my views higher, so I chose up to now to keep that Web presence, even if faced with uncertainty.

Would you walk us through what a typical workday might entail being your own boss?
I am so NOT a morning person! Ha ha!

I usually get up between 8:00 and 9:30 am. I don’t use an alarm clock, I just get up when I do. (I love that little business owner treat!)
I open my Mac right away as I make myself some TeaNoir tea (literally addicted!).
I check my emails, see if I got orders, read email newsletters, visit my stats everywhere on the Web and chat a little online with tomatedepingles (I met her thru Etsy).
All that for at least 30-45 minutes, it’s my morning ritual, can’t get out of it!

Then I start my day usually by taking pictures of new items, selecting and editing them all in Photoshop.
I create new listings and get them ready to be posted later.
If there are no new items to list that day, I package my orders.
By then, you’ve guessed it’s lunch time, so I do just that!

After that, it’s all about making stuff, with a little trip to the post office too.
I usually craft and blog – write on mine and also read other blogs – until about 5:30 pm, taking a break from one with the other, and then start again around 8:00 pm if nothing else is planned for the evening.
I work very well at night, so I usually get three or four hours of very productive time then, before going to bed at around midnight.

So yes, I basically work all the time, even on most weekends, but it doesn’t really feel like work!

What do you enjoy most about not having a day job? Is there anything you miss?
The last “day job not from home” I had was before 2003, but I still miss some stuff from then. Mostly being around people and meeting new people easily are the things that I miss — the social life, basically. It can be lonely sometimes – often, in fact – when you’re your own boss. I know I need to work on that “keeping a balance” thing, for sure!

How's it going so far? Are you supporting yourself?
Barely! Still, in these first three months, I have achieved the consistency and the amount I had set as a goal, which is triple what I was selling before. That’s already an achievement! Perhaps that “barely” response gives me that extra push to reach bigger goals! Right now, I love it all, with its good and bad sides. It is almost like starting a new life!

If you could go back in time before you took the plunge, what advice would you give yourself knowing what you know now?
I would tell myself to simply listen to instinct. I should have took the plunge way earlier! I feel so much better now!

What advice would you give someone else thinking about taking the plunge to sell full time on Etsy?
Have passion for what you do! With passion, you can build your confidence and then achieve what you set your mind on! And also to be realistic and set your goals right (one little achievable miracle at a time!). I’m not going to make 50K in the next year, far from it, and I know that! I am totally OK with it and I am ready to make some sacrifices to live this wonderful adventure.

What goals do you wish to accomplish in the coming year for your Etsy business?
In the coming year? I’m not even there yet in my head! For now, my goal is for the holiday season. I want to hopefully triple my newly tripled sales in that upcoming shopping season! I say that because the last two holidays on Etsy seemed to triple my usual monthly sales, therefore I am hoping to do the same with my new sales status as well.

Is there anything else you'd like to share?
That I love Etsy, of course! But mostly, its community! I’m meeting so many wonderful great people, from here in Quebec and from everywhere else in the world! Everyone amazes me with their friendliness, openness, skills, and creativity. I want to thank everyone I met and will meet in the future from here on Etsy that inspire me and keep me going with their nice words for my work, as well as my boyfriend Dan, who is still behind my choices after seven years, even if I now need to count pennies again for a while! :)

Thanks to Janick for sharing her story and business with us! Check out the related items below to see some of her items. You can find some of our previous Quit Your Day Job posts here.

Fresh Shops: greyandstory

Thu, 21 Aug 2008 16:00:00 -0000

I'm always looking for new and interesting jewelry on Etsy. I recently Pounced upon greyandstory, a metalsmithing duo that produces really cute necklaces and earrings. (Silver Tattoo, seen above, is my favorite. Well, that or the Brooklyn Bridge. It's so hard to decide!)

Here's a little interview we did with this Fresh Shop.

Can you tell us a little about the people behind greyandstory?
Grey & Story is the metal collection of below14th studio. In both shops, we try to create bold pieces that are unique and that tell a story. Three artists work in our studio, but the third one is our cat Olivia, so I don't know if you want to count her. We (Olivia, my partner and I) work out of our home studio in New Haven, CT.

What inspires you as a creative person?
I am attracted to messages and concepts more than textures or colors. I don't know how these synapses happen, but I might notice something someone said, or read something, and then I think about how I could translate it into a wearable object. Then I try to picture it on my imaginary customer — usually a more attractive and popular version of me — and I make final adjustments based on that.

I love the idea of making something for a stranger, and I like the idea of storytelling. I am much less interested in aesthetics than I am in the hermeneutics of these little glass and silver signs between me and my customers, or between my customers and a work of art (in the case of my Art Details.) The biggest thrill about selling my jewelry is knowing that something I made in my little studio in CT is now around a person's finger in Australia or in a souvenir box in Lithuania. For me, thoughts like that are as overwhelming and humbling as they are self-indulgent.

How do you like Etsy so far? What are your favorite features of the site?
My experience with Etsy has been both extraordinary and frustrating. I love the opportunity that Etsy gives people like me to present our work in front of a large audience. I do believe that Etsy has extremely loyal and invested sellers, who will continue to be enthusiastic promoters and I am hopeful that Etsy will grow with us. I think in any diverse community, but especially in an artist community, freedom of expression should be valued and fostered. Etsy is a fantastic idea and has amazing support in our community and it should not be afraid of free speech and of provoking or even outrageous ideas. In fact, I think we, the sellers, want it to be THE leader of fresh, cool, bright new directions.

Advertising is very tricky, I think, and I'm no expert. I can only speak about my own experience that I rarely, if ever, meet people who have heard of Etsy. Most of my close friends are creative, live in big cities, are supportive of the handmade movement and have some disposable income—yet they don't shop on Etsy because they've never heard of it. TV advertising would be fantastic, in my opinion.

Anything else you'd like to add is also welcome!
You can read our blog at http://below14th.typepad.com.

Looking for more Etsy newbies? Check out our previous Fresh Shops coverage!

Handmade Kids: Spanning the Globe

Wed, 20 Aug 2008 20:46:00 -0000

*8/26/08: The Handmade Kids: International featured gift guide is now live. Check it out for a just a peak at the talent that abounds from all around the world. To see even more great global finds for kids, just search the tag "intlkids".

We'll be updating this featured guide throughout the next two weeks; if you're an international seller of childrens' goods and want to get in on the fun you can continue to tag your items for consideration in the guide during this time period. Read below for details. Be sure to add your city and state or region plus country under location in Your Etsy. Thanks!

Dear International Sellers,

We know Etsy is a great place to find one-of-a-kind items for kids and families and we want to tell the world about it! That's why we launched the Handmade Kids project. Our hope is that all sellers of children's related product, regardless of nationality or location, will benefit from the promotion of Etsy as a unique shopping destination for families.

With the Handmade Kids Challenge, we called out to US sellers to show off their best products for kids and have the chance to win prizes in the process. We wish we could offer the same invitation worldwide. However, extending a contest across many countries and many legal jurisdictions is complex, and we regret, at this time, Etsy is unable to do so. We know that half of the fun is just being involved. So, to spread some of the Handmade Kids' love around the globe we want to give you, International Etsians, the chance to shine. Here's how you can be involved:

1. Be a resident of any country that is not the United States of America.

2. Have an Etsy shop. (If you don't have an Etsy shop, learn how to open one here.)

3. Make an excellent product for kids, an accessory for parents, or something for an expectant mother.

4. Take great photos of your item(s).

5. Tag up to 3 items* in your Etsy shop between now and August 21, 2008, with the tag: "INTLKIDS". (You may add the tag to existing listings.)

That is it.

Our panel of expert judges will then curate international products and feature them in a special International Handmade Kids Gift Guide, on the Storque, in a series of front page treasuries, and generally just try to highlight some of the amazing work from the international community. The International Handmade Kids Gift Guide will run from August 26 to September 9, 2008.

Merci, Danke, Gracias, Obrigada, Sukran, Mh goi, Dank, Toda, Efharisto, Arigato!

Thanks,

Etsy

* If an item you have tagged sells out before the entry period ends, feel free to tag another item in your shop for consideration.

Service Tips for Sellers: The Buyers' Perspective

Thu, 14 Aug 2008 17:43:00 -0000

Dear Sellers,

It's impossible to predict what each and every shopper will want from customer service — that's why sellers (and Etsy admin too) listen to buyers in order to glean insights into the shopper's experience. Etsy admin and sellers alike realize communication with our members is crucial to our businesses and to the community we all support. We want to discuss some tried and true pointers below as part of our ongoing education in Service. There's a lot the admin are learning from this Service Tips for Sellers series too!

As part of this series, we collaborated with members to gather some input about buyers' experiences here on Etsy. We've asked buyers what they want, and to summarize, expectations usually surround the following key elements: communication, honesty, follow through, and a human connection. Etsy admin are reflecting on what this means for the larger Etsy business.

Below, we're sharing some of the tips and testimonials from everyday Etsy buyers. We hope this slice of research helps our sellers out!

Communication: Communicating with your customer can make or break your buyer's overall experience. Communication does not mean you need to hand hold through every step of the transaction, but it does mean letting your buyer know you are there if they need you. Most buyers are looking for a well rounded item description, clear and accurate item photos, quick answers to convos, an acknowledgment of their purchase and an estimate of when their item will be shipped.

lovelaurie says: The thing I enjoy most when purchasing an item here is the seller who sends that warm friendly convo or note thanking me for the sale — that feeling that I not only purchased a great item, but I also made a new friend. It is what makes Etsy such a unique place to shop and keeps me coming back for more!
juliepeach explains: I expect the seller to be easy to get a hold of. That is, perhaps, the most important thing that sellers here can do: be available. It gives everyone a REALLY bad name if a buyer has a bad experience due to a mysterious, unavailable seller that silently ships out the order a week after it was placed. So spooky!
appleoranges says: I expect a ship date to be emailed or convo-ed, EVEN if the seller has checked the "item shipped" box. It gives me peace of mind.
WinchesterLambourne says: Above all, I expect communication. I adore Etsy because it fosters amazing personal relationships between sellers and buyers, which I have yet to find elsewhere.

Honesty: Being candid with your buyer can help you in a difficult situation and build a trusting relationship that may turn your first time buyers into faithful repeat customers. If a buyer feels like they are in safe hands, they will be more understanding and willing to work with you in the event the transaction doesn't run as smoothly as you had planned. We are all human and most shoppers on Etsy are looking for that human interaction. That being said, most shoppers will be most receptive and satisfied when they feel that they can trust you and your brand.

turtleparktots says: Please don't make money on shipping. As a seller and a buyer, I know how much it costs to ship something. I'd rather pay higher prices and lower shipping/handling costs, because it just seems more honest. Above all, please be professional. How a seller conducts him or herself not only affects the buyer but every other seller on Etsy. I've found that being a buyer (on Etsy) has made me a better seller.
BeadsInTheBelfry says: As far as pet hair or smoke is concerned, communication once again is key. Please let me know that there is a possibility that your pet hair or a smell of smoke could *adorn* my package. I will be more upset to find out later than to be forewarned up front. I like to make informed decisions. If I really like something, pet hair or smoke won't deter me for certain purchases.
nlbenj says: Right now it's taking a month for packages to get from Canada to here in MA. I am happy to say that a couple of the Canadian sellers have been kind enough to check in with me and explain they've heard about delays, and what the updated expected arrival time frame is. That's very nice!
slvrlily says: If you aren't going to ship within two business days, PLEASE make sure you put that boldly in your announcement and/or listings. It should jump out and smack me in the face that you only ship such and such day. Finally, the biggies—honesty and respect. Deal with me squarely and I'll do the same. Treat me well and I'll be back, probably with friends.
greygoat says: I do like to know if anything is going to be shipped late (don't mind, just want to know so I can stop harassing the postman).

Follow Through: Also a part of being honest, following through with what you say is very important. Create shop policies that you know you will be able to follow, no matter what circumstance may come about. Steer clear of making customer promises you simply cannot keep, even if you have all the best intentions in the world. Repeat buyers patronize shops time and time again when they can predict and feel confident about their experience. When a buyer is provided with false expectations, in most cases they do not visit again.

dianedesign says: I would like a prompt delivery, meaning don't wait a few days before you decide to ship. And let me know you have shipped. I really don't care about fancy packaging just as long it is secure. It's always nice to get a thank you and thanks for your order. Having good shop policies is nice, too.
BrandedButterfly says: I want my "Ready to Ship" item shipped within a few days and I want my "Ready to Make/Custom" item made and shipped in the time agreed upon. I do not want to hear about packages not showing up, or lost packages when there is no receipt of the postage. The post office gives you a register receipt. Also, build the cost of insurance and tracking into the product or shipping charge.
bubbletime says: Please make sure the item is as much like the photo as possible. I understand why you would keep the same photos if the item is made to order—but if there is a particular part I like about it and it arrives with a different part there, it is disappointing.
KreatedbyKelly says: I expect sellers to do what they say they are going to do (for example, if part of my order is missing and the seller says they will issue a refund, I don't want to have to write you again in a week to remind you).

Human Connection: We have found that the typical Etsy buyer is looking to feel good about the purchase they are making. They are looking to connect with the maker of the product and therefore, expect the shopping experience to show a human element. A human connection can be achieved in a simple convo, the way you package your items, the note you include in the shipment, and any extra steps or touches you might take to go the extra mile. Most shoppers do not expect a grandiose presentation, but do remember and appreciate those sellers that put their own personality and special touch into the shopping experience. Adding the human element to your buyer's experience allows them to relate and connect with you, shows them that you believe in your brand and respect their purchases. This will in turn help them to believe in your brand.

touchofavalon says: I think what separates Etsy sellers from the herd is the personalized shopping experience. I look forward to my Etsy packages because they're so full of the seller's personality, usually. So, I've come to expect the personal touch that Etsy sellers are known for.
sarahkamsler says: When I buy from Etsy, it's because I want to support an individual artist, not a huge corporation. On Etsy, individualized attention is important because you almost end up feeling like you know the seller. That's uncommon in this day and age and that's why I love it here!
annashoub says: I love when people go the extra mile with a little personal note or pretty packaging. One of the nice things about shopping on Etsy is that it feels more personal, so it's nice to have those details. I guess something that shows is that it's a real person who made the item you are buying.
littleworm says: I want to feel special. I don't need an extra gift (although they are very nice), but I love it when my order shows up looking like a pretty gift. It's nice to know that extra time was taken and I wasn't just one part of a huge mass.
jeweledblossoms says: I'd love to feel connected to the artist. It always makes me want to return to the shop. Make me feel as though I can participate in your work.

The key to great service is realizing that when your buyers are satisfied with their experience, they will return and better yet, they will feel confident sharing with others how great you and your business are. Follow the key points above and you will be well on your way to satisfied buyers each and every time. GreenSpaceGoods explains: "All in all, buyers remember a good experience, and they will never forget a bad one. I'm a repeat buyer. I collect items from a few sellers who have never failed me, and I expect never will." Sometimes, you might need to put in a little extra effort or even tone your service down to suit the needs of individual shoppers, but in the end if you have tried your best to meet each customer's needs, you will come out on top.

For more Etsy buyer testimonials, please see this related forum thread and feel free to share your own expectations when shopping with an Etsy seller.

More about Service Tips for Sellers Series: Running an online business has many perks, like the ability to remain somewhat anonymous behind a computer screen (and maybe even working in your 'jammies). But that computer screen does not preclude interaction with buyers. Good online customer service may be even more important than offline: good service gives buyers the peace of mind that they are buying from a trustworthy and reputable seller. As an online entrepreneur you have the opportunity to provide excellent communication, create a friendly face for your shop, and promote repeat business.

Art of Pricing | Legal Info for Artists | Shop Makeover Series | Service Tips for Sellers

Mega-Beth Tour: Washington, DC Edition

Mon, 11 Aug 2008 15:57:00 -0000

Ashley and I headed down to Washington, DC last week to attend eTail, an e-commerce conference. We were privileged to see Rob Walker, author of “Buying In: The Secret Dialogue of What We Buy and Who We Are”, speak at the conference. We were pleasantly surprised that he highlighted Etsy as a prominent example of a positive movement where consumers have decided to participate.

The finale of our trip was a round table discussion with a dynamic group of sellers—some veteran, some new—and Sara, an active buyer from Crafty Bastards DC. The discussion was a nice mix of ideas for Etsy and sharing shop tips and promotion ideas with each other. We had a few experts in our midst:

Shoofly is featured this month in How Magazine’s special issue focused on handmade design. The article is titled "Paper Market: If you indulge your creative jones by designing your own stationery, you're not alone. Online outlets like Etsy are helping designers sell their handmade products. Meet 7 people who are doing it well."

Scenicartisans was on DC’s local Fox News coverage (second video) of the Washington Glass Studio where he does his glasswork.

To learn more about how to pitch yourself to local press check out DIY PR: Local Press.

Some of the suggestions that arose in this lively discussion included:

Ability to change name: One person told us she had changed her shop name three times, which meant closing one shop to open another each time.

Easier to get a Treasury: “I just can’t get one.”

Videos in profiles: Videos would be a great way to enhance a profile and show products in a different and compelling way.

Judaica section: “The Rosen Group, Niche Awards and many other quality craft shows consider 'Judaica' its own category. It would be great if Etsy did too!” It was discussed that it would be especially helpful for those who want to attract wholesale as well as retail. And not to mention, “There are a lot of temple shops that like to buy handmade crafts.”

Listing templates: A few of the sellers mentioned that they are cut and pasting anyway. A template would make the whole process a lot easier.

Notification when in a Treasury: Notification is “totally not spam,” one seller exclaimed.

Ability to delete items: If you sell an item elsewhere, the ability to completely delete the item from your shop, not just make them inactive. “It clutters my inactive section.”

Vacation Mode: This is a feature that launched a lengthy discussion. Many were worried about leaving their shops for a few days.

Rearrange items in shop: Ability to arrange items in your shop in another way besides chronological order. This would be great to create color stories and other relevant groupings. One seller mentioned she holds listings while she waits for other items to finish to put them in the “perfect order.”

In addition, some of the new features they really liked were the new separate policy section in shops, drop down categories when listing and the ability to rearrange photos in listings.

Thank you to all the DC sellers who came out to visit with us. We enjoyed meeting you and appreciated your candid thoughts and ideas for Etsy.

Photo at top: Back Row (left to right): AStichtoWear (Allison), bethela (Beth), pileofcraft (Sara), shoofly (Rania), scenicartisans (Sean); Front Row (left to right): geltdesigns (Rachel and Liz), finchmetal (Jill), LizzyJdesigns (Liz), thesoapseduction (Patrice). Special thanks to winenutnyc for the Megabeth t-shirt made by Spiritwear that he had designed using Alchemy.

To read about more of Beth's travels on the Mega-Beth Tour, go here!

Community Chatt With Matt: Holiday 2008: Ready, Set, Promote!

Thu, 07 Aug 2008 17:03:00 -0000

Please join me in the Treehouse Room of the Virtual Labs this Friday, August 8, at 12:00p.m EDT for our weekly community chat.

Times on the Virtual Labs Lobby are displayed in your local time.

Topic: Tips to Promote Your Shop for the Holidays

This week we will be having our second of four holiday 2008 discussions. Holidays in August? Yes, that's right, the holidays will be here before you know it and now's a great time to prepare and promote! We'll be talking about the basics of getting the word out about your shop with special tips for this holiday season, including how to successfully pitch the press and use the web to your best advantage.

Stay tuned for upcoming chats focused on merchandising, shipping, customer service, and production.

About Community Chatt With Matt:

Each week Etsy admin Matt invites you to join him for a live, online discussion of topics of interest to the Etsy community. Our intention is to give buyers and sellers alike the opportunity to speak directly and candidly to Etsy Admin. We listen, take notes, and make sure that everybody who wants to gets a chance to speak. We can always be reached at community@etsy.com with more ideas and suggestions.

You can view minutes from past meetings HERE.

Open Studio Tour: BabyBelle

Tue, 05 Aug 2008 20:20:00 -0000

In this Open Studio Tour series, we'll be snooping around artists' creative spaces, how they set them up, when, why…even how often they clean them! We really want to know all about our artists, and maybe get a bit of inspiration!

Today I knocked at the "studio" door of Nikki, aka BabyBelle. She is a WAHM (work-at-home-mom) who has transposed her love for knit, crochet and sewing into a special and stylish way to carry a baby!

What's your name and what kind of craft do you do?
My name is Nikki. My store is Baby Belle's Favorites and I am a seamstress and an avid knitter. I sew cloth diapers and baby carriers. I also knit baby legwarmers and wool soakers (diaper covers) when time allows.

When did you decide that you needed a studio?
I decided I needed a space of my own when my fabrics and sewing machine were taking up the entire kitchen. We'd eat dinner as a family while sitting on the living room floor. Then I knew I needed to reorganize and find my own space.

When and how have you set up your studio?
I have set up my sewing machine on a desk in our living room. It allows me to be with the family while sewing. I originally had it set up in the basement, but it got very lonely down there so I moved it to be where the action was.

Did the studio set up impact your crafter budget?
All of the furniture in my studio was found at garage sales. I am always finding ways to pinch pennies, and I find it painful to buy anything full price. So we scoured garage sales until we found suitable furniture and I'm very happy with it all.

How big is your studio?
It's just a small corner in my living room. My fabric and yarn take up the most space so they are stored on shelves in the basement.

Which is your favorite tool in your studio?
I LOVE my sewing machine. I purchased it a couple of months ago when my trusty old Brother machine couldn't handle the workload anymore. When I decided to purchase a new machine, I knew I had to have an embroidery attachment. So now I have a beautiful new sewing machine with embroidery capabilities and I'm thrilled!

Do you want to share with us one secret of your studio?
My daughter, Annabelle, loves to watch me sew and knit. Sometimes, while embroidering she will sit and watch in awe as the needle moves up and down so quickly. She will also sit on my lap and watch me knit. It's great fun for her. I'm teaching her to love fiber arts at an early age.

How many hours do you normally spend in your studio?
I think I spend 2-4 hours per day working. I am a WAHM, so I will sew while the little one naps, and then usually for a couple of hours once the kids have gone to bed.

Is there anything you would add to your working space?
I've thought at times I'd like to have my own room for my studio, but then I realize that would isolate me from my family so perhaps I'd wish for a bigger corner in the living room instead!

If you had to choose one synonym for your studio which one would you pick: atelier, family room, lair, lodge, nest, playroom, retreat, sanctuary, shelter, darkroom, or showroom and why?
It's definitely a family room. It literally is IN the family room!

And last but not least how often do you clean it?
We'll just say I don't clean it often enough! I will clean it when it becomes difficult to live and work in the space. Perhaps, once a week or so. Is that bad?? LOL

Anything else you'd like to add?
Baby Belle's Favorites was born from a love of crating, and also from an appreciation of natural and simple ways of living. My inspiration was my daughter Annabelle. After her birth, I decided to stay home and raise her. Since having children, I find myself more conscious of how I treat our planet and I strive to provide the best for my children and lessen my footprint on our environment, hence, cloth diapers!

I always find great joy in creating something from scratch, with my own two hands that my children and my customer's children will use. I guess the joy comes from knowing I have given them something made with love and great care.
I have always wondered if I could actually get people to buy the things I make. It is a great feeling to know that I can and I am! I hope there is enough interest in my work to allow me to do this for a very long time!

Thank you! Until the next studio snooping, ciao!

If you have an interesting studio or workspace and some tips to share, comment below and you may be next in our Open Studio Tour series!

If you're looking for more WAHM (work-at-home-mom) content, click here.

Handmade Portraits: MV Knits featured on YouTube!

Mon, 04 Aug 2008 00:25:00 -0000

Today, August 3rd, 2008 YouTube has featured one of our Handmade Video Portraits on their front page! Please watch our portrait of shepherd Susan Gibbs and then subscribe to the Etsy channel on YouTube and Itunes to keep up-to-date on the latest Etsy videos.

Check out the Martha's Vineyard Fiber Farm's blog and flickr site. You can also check out the Etsy Labs flickr site for Calder Martin's photos from the shoot.

Watch the rest of the Handmade Video Portraits series and leave a comment! Let us know if you find the stories inspiring and enlightening.

Service Tips for Sellers: What We Can Learn from Great Service Companies

Thu, 31 Jul 2008 20:35:00 -0000

Dear Sellers:

What is great service? Who defines it? How do you know if you are delivering great service to your Etsy customers?

Good service solves a problem, even before a customer knows that they have one. It is delivering what people expect to receive. To achieve great service is to get below the surface of the an issue and deliver solutions that no one expects.

Great service is listening, learning, assessing, and ultimately refining your approach.

We looked to a few companies known for their customer service to see if there are any themes or similarities between them that you can in turn, adopt for your own Etsy business practices. All strive for excellence, with a strong set of core values. Some of those values include:

Integrity – Providing useful and ethical assistance
Social Profit – Producing benefits beyond marketing goods and services (benefits to the environment, etc.)
Joy – Making your surroundings a joyful place for both you and your customers
Respect – Respect for the customer
Innovation – Changing what exists into something better

Below are only a few of many great customer service companies that embody many of these cores values.

Zappos.com

This is a recent favorite. It is hard to find someone who isn’t thrilled with Zappos' service. Zappos.com takes customer service very seriously, and employee interviews and performance reviews are based 50% on core values and culture. Here is a list of Zappos.com’s core values:

Deliver wow through service
Embrace and drive change
Create fun and a little weirdness
Be adventurous, creative, and open minded
Pursue growth and learning
Build open and honest relationships with communication
Build a creative team and family spirit
Be passionate and determined
Be humble

Zappos.com states that it is committed to providing the best service and online shopping experience possible. Fast fulfillment, free shipping both ways, 365-day return policy and fast, friendly and expert customer support are just a few ways Zappos.com strives to live up to this commitment. As Tony Hsieh has stated, “Zappos is a service company that happens to sell shoes, clothing, handbags, eyewear, watches (and eventually a bunch of other stuff).”

Container Store

The Container Store sells storage and organizational products; products that many, many other retailers sell as well. What has made the Container Store one of the most successful retail chains is because it focuses on helping customers solve problems and hires employees who believe in that mission and give them freedom to do so. Stories such as these below are not unusual:

Above and beyond: A woman comes into the store looking for packaging material for her child’s science project that needs to be shipped across the country. Not only does an employee greet her immediately and help her find the material she needs, that employee spends an additional two hours helping the woman pack the project in the store.

Guidance: During a frantic move, a person called the Container Store for help with an item she just purchased. She spent 40 minutes on the phone with a Container Store employee as that employee coached and encouraged her as she put her metro system together. The customer was incredibly grateful.

Amazon.com

Amazon.com’s customer service is known to solve problems, particularly shipping mishaps and lost items. An author earlier this year described his situation with his lost PlayStation 3 he purchased last Christmas in the New York Times.

His neighbor signed for the box, but left it in their lobby. It vanished. After reluctantly calling Amazon, he was pleasantly surprised when Amazon replaced the package, on time, for Christmas. Intrigued, he looked further into what Amazon was doing.

The author noted, “There is simply no question that Mr. Bezos’s obsession with his customers — and the long term — has paid off, even if he had to take some hits to the stock price along the way.”

LimaMike reports she had a terrific experience with one of Amazon.com’s retailers. She purchased a tool for her jewelry class, and when her back was turned, one of her students took one of her week-old wire cutters to cut a stiff, unforgiving wire that the cutters were never meant to cut. Before giving the cutters a decent burial she decided to send the company an email to see if they could refurbish the cutters, expecting to pay for the service.

A few days later the president of the company emailed asking for her address to send her a brand new pair of cutters. He suggested I keep the old ones to show my students what not to do.

LimaMike was so excited she posted in several Yahoo beading groups telling them about the great cutters and the phenomenal customer service. She heard from many that day who bought cutters, who had wanted them previously but hesitated because of the expense. After her story, they felt more comfortable laying out the cash for a great product.

As LimaMike stated, “Word of mouth marketing is one of the best ways to get new customers. People often listen to their friends and colleagues more so than a slick ad in a magazine.”

Great service isn't easy to achieve. Every customer is different. Every problem is different. No one can anticipate every situation or every personality on the other end of the computer. Ultimately, great service requires sound judgment every day to adapt to the needs of the customer. The process of assessing what good service means — and figuring out how to deliver it — never stops. This is a process Etsy.com is constantly refining as well. We're learning from these other companies too!

More about Service Tips for Sellers Series: Running an online business has many perks, like the ability to remain somewhat anonymous behind a computer screen (and maybe even working in your 'jammies). But that computer screen does not preclude interaction with customers. Good online customer service may be even more important than offline: good service gives buyers the peace of mind that they are buying from a trustworthy and reputable seller. As an online entrepreneur you have the opportunity to provide excellent communication, create a friendly face for your shop, and promote repeat business.

Art of Pricing | Legal Info for Artists | Shop Makeover Series | Service Tips for Sellers

Community Chatt With Matt: Holiday 2008, A First Look

Wed, 23 Jul 2008 15:11:00 -0000

Hello Friends,

Please join me in the Treehouse Room of the Virtual Labs this Friday, July 25th, at 12:00p.m EDT for our weekly community chat.

Times on the Virtual Labs Lobby are displayed in your local time.

Topic: Getting Ready for the Holidays

This week we will be having our first of four holiday 2008 discussions. I know it seems far off, but the holidays will be upon us before you know it. This first session will be focused on hearing from you about the tools and information you would find useful as we prepare for the holiday shopping season. We will also work to establish an overview and agenda for the subsequent meetings.

Topics will include getting your shop prepped, merchandising, promotion, shipping, customer service, and production.

About Community Chatt With Matt:

You can view minutes from past meetings HERE.

Service Tips for Sellers: Building Bridges

Thu, 17 Jul 2008 18:44:00 -0000

Dear Sellers:

As an online business owner, you may occasionally have a non-responding customer. They may have made a purchase from you and not specified the custom requirements in order for you to complete the transaction. They may have placed an order and not sent an immediate payment, with no explanation. They may not have left you any feedback for the transaction. There might have been other confusion, like a language barrier. All of these situations have the potential to be sticky, and in order to help we have gathered some tips and advice to handle the situation gracefully and professionally. We've talked with sellers, buyers and our customer support team to summarize the following responses that you can adopt and customize to your business needs.

Customer that is not responding to your emails: Keep in mind that not all internet shoppers check their email regularly and there might be an unforeseen circumstance keeping them from responding in a timely manner. It's always best practice to take a deep breath and remind yourself that no response does not mean they are uninterested.

Try communicating with your customer via both conversations and the email address the customer provided to you on the receipt page. Sometimes, emails from unknown addresses can get caught by the customer's spam filter and never read. Additionally, be sure to add their email address to your own email address book to be sure the spam filters aren't blocking their attempts to communicate with you.
Allow up to 2-3 business days to hear back from your customer. This may seem like a long time, but realistically your customer might be working a long shift, may not be near the computer, or may even be away for the weekend. If you do not hear back within that time frame, it is safe to send another message.
Provide as much information as you can in your message to your customer. If you do not hear back within your time frame, send another polite message with the same information and make sure to let them know in a friendly way you are waiting for their reply. Your third message is a good opportunity to give your customer a timeline of when you expect to hear back from them and alert them that you may cancel your sale and relist your item if no contact is made. If there is still no word, it is a safe time to cut your losses, given you tried your best.

Customer that ordered a custom item without giving you any of the specifications you require: There are a host of reasons a customer might have forgotten to contact you with the information you asked regarding the order. It is important to keep your cool, remain friendly, helpful, and professional when contacting your customer to ask for additional information.

Try sending your customer a friendly email thanking them for their order and asking for the specifics at the same time; this way you can kill two birds with one stone. It may sounds something like "Hello xxxx, Thank you for your order and for helping to support (yourshopnamehere). I am excited to start work on your custom order and will need the following information from you before I can get started: (list of information goes here). Please contact me with any questions and I look forward to working with you."
If you do not hear back from your customer within 2-3 days, follow the same steps for contacting your customer as laid out above.

Customer that has made an order, but has not sent an immediate payment: It's important to keep the mindset that a customer who has not yet paid is not out to get you. They are most likely a brand new customer, maybe a little confused, or possibly misunderstood that immediate payment was required.

"Hello xxxx, I have your recent order of xx item (link to transaction receipt goes here) packaged up and ready to ship out as soon as I receive your payment via Paypal. Please let me know if you need any additional help during the payment process or if you would like me to send you an invoice directly to your email address from which you can pay with your credit card. Thanks again and I hope you love your new xxx item. Keep in touch, (your name)"
RightAsRainCreations uses this tactic: "Thank you for your Etsy purchase from Right As Rain Creations! My PayPal shows that you have not completed the payment. There is a payment link on your Etsy transaction page. [Insert link to transaction here.] Please feel free to contact me if you have questions or if you'd like to use another payment method, I am happy to help!"
earlybirdcreations advises: Regarding payment reminders, I also send a short friendly email or convo (depending on whether they are new to Etsy and therefore might not be aware of the Etsy conversations) thanking them for their order. I always use their name in the email. I also say that I will post the item as soon as payment has been received. This approach has had a 100% success rate with people making payment within the next 24 hours. Communication is the key I think!
MabelMcBee uses something similar: "Thank you for purchasing 'item name.' In preparing your order for shipment, I realized that payment had not yet gone through to my Paypal account. You may complete the payment step by clicking the 'Pay through Paypal' link here: (and I give the link to the invoice). If you are having difficulty with your Paypal account, please let me know how I can help you."
heartworksbylori: "Thanks so much for your order! I'd love to get your jewelry order out to you asap, so as soon as the payment process is complete, I can do that. Here's the link to your invoice (provide link) Feel free to ask me any questions if you need help and I'd be happy to accommodate! I look forward to serving you. ~Lori"

Feedback reminders or inquiries: It's important to remember that leaving feedback on Etsy is optional, so keep an inquiry to one convo and refrain from asking again if you do not receive a response. A buyer may find the tactic a little too aggressive.

"Hello xxxx, I hope you received you recent order of xx item (link to transaction goes here) safe and sound and are happy with it. If all went well, I appreciate and enjoy getting customer feedback in my shop, if you feel comfortable doing so for xx item you purchased. You can leave me feedback on Etsy by logging into your account and selecting the feedback option in Your Etsy. If there were any problems with your order, please let me know before leaving feedback so we can work out a solution to make you happy. Keep in touch, (your name)"
Artbynaomi suggests: "I prefer not to make it sound like it's expected of them. I try not to sound too demanding or forceful, but just convey thanks for their support and mention that leaving feedback is appreciated and helps me in providing quality product and service. I then mention how the buyer can leave feedback through the Etsy system."
bddesigns says: "I also wanted to ask you to take a moment, after receiving your package, to leave some honest feedback about your transaction — that lets me know that you received your package and I did my job well! I will also leave feedback for you so that other Etsy sellers know that you are a great buyer to do business with!"

Customers with language barriers: Keep your sentences simple and avoid using any words that are slang or could be easily misunderstood.

"Hello xxxx, I realize English is not your primary language and want to make sure we both understand the order/your question/your concern. (Repeat to the best of your ability what you think their question/concern/order is). Is this correct? Thank you and I look forward to hearing back from you, (your name)"
bamabelle suggests: "Hi! I'm having a little trouble understanding , let's double-check our communication by using Babelfish.com. Thanks!"

Do you have a no fail reliable response that you use when faced with these types of potentially sticky situations? Feel free to share them with us in the comments section of this article below.

More about Service Tips for Sellers Series: Running an online business has many perks, like the ability to remain somewhat anonymous behind a computer screen (and maybe even working in your 'jammies). But that computer screen does not preclude interaction with customers. Good online customer service may be even more important than offline: good service gives buyers the peace of mind that they are buying from a trustworthy and reputable seller. As an online entrepreneur you have the opportunity to provide excellent communication, create a friendly face for your shop, and promote repeat business.

Art of Pricing | Legal Info for Artists | Shop Makeover Series | Service Tips for Sellers

Handmade Portraits: MV Knits

Fri, 11 Jul 2008 15:00:00 -0000

After quitting her day job in Los Angeles and moving to Martha's Vineyard, a quiet island off the Massachusetts coast, Susan Gibbs aka MVKnits had a great idea. She started Martha's Vineyard Fiber Farm and figured out how to make a living making yarn. Why not use the local food movement's model of Community Supported Agriculture (CSA) and apply it to a yarn harvest? Shareholders pay for a share in the yarn harvest as a way to support a local farm (or in this case, a local farm supported through the internet) and in return they get weekly updates, photos from the farm, an invitation to the shearing and ultimately a share of the yarn.

[Music by Barry London & Charlie Parr]

MP4 | Youtube | Blip.tv | Subscribe in iTunes

Check out the Martha's Vineyard Fiber Farm's blog and flickr site. And check out the Etsy Labs flickr site for Calder Martin's photos from the shoot.

You can watch more of our Handmade Video Portraits and we'd be so thrilled if you'd subscribe to our free Etsy iTunes podcast.

Service Tips for Sellers: Top 10 Customer Service Strategies

Thu, 10 Jul 2008 19:18:00 -0000

In many ways, online customer service is even more important than offline service. Online, your competition is closer, just a click away instead of across the street. Customers themselves are becoming more sophisticated and they are demanding better and better service.

Throughout the Service Tips for Sellers series we have been compiling the top 10 customer service strategies that work for sellers on Etsy. They include:

1. Think about your own experiences as a consumer – Many forget to think about what you want when you are a customer. How do you want to be treated? The last time you had a problem, what outcome made (or would have made) you happy? There is sometimes no better way to come up with ideas for dealing with your own customers.

2. Develop a clear shop policy – Shop policies help inform your customers about what to expect when purchasing from you and help make the transaction a smooth one. For more about shop policies, check out the Hello Policy article.

3. Thank your customer for their purchase – Always say thank you. A good rule of thumb is to end every interaction with a thank you. You can't say "thanks" too often. And mean it – your customers are your lifeblood – allowing you to make a living (or at least a bit of extra cash) making things.

4. Avoid discouraging or negative words – Instead of "I can't," use a positive but truthful alternative such as "I'll try." Another good phrase? "That runs against my usual policy, so let's try to come up with an alternative solution."

5. Let your customers think you have all the time in the world – Even if you don't have all the time in the world, a relaxed tone of voice and patient approach with customers will go a long way to keep customers completely satisfied – even when they don't get what they want.

6. Appreciate the customer who complains – You should always say, "Thank you for bringing this to my attention." There are studies that show that if a customer complaint is resolved, as many as 90% of those unhappy customers will purchase again.

7. Avoid minimizing the customer's problem – The customer does not care if you've heard about the problem before or if someone else had a worse problem. Every customer wants her problem to have your undivided attention. Direct your energy toward solving the problem at hand.

8. Make sure happy endings really happen – Make sure to follow up after a transaction to ensure your customer received the package and is happy with their purchase.

9. Communicate – Be sure to send an email or convo after the purchase and when the purchase is shipped. If you are going to be late sending out your item, send a message letting the customer know.

10. Stick to your promises – Make sure to stick to your promises. Be sure you have clear and specific item descriptions, including measurements, materials, colors, etc. and make sure the item you deliver matches exactly. If you say you are going to ship the item on Wednesday, ship the item on Wednesday.

Remember that each of your customers has friends — and happy customers are the best referrals.

More about Service Tips for Sellers Series: Running an online business has many perks, like the ability to remain somewhat anonymous behind a computer screen (and maybe even working in your 'jammies). But that computer screen does not preclude interaction with customers. Good online customer service may be even more important than offline: good service gives buyers the peace of mind that they are buying from a trustworthy and reputable seller. As an online entrepreneur you have the opportunity to provide excellent communication, create a friendly face for your shop, and promote repeat business.

Art of Pricing | Legal Info for Artists | Shop Makeover Series | Service Tips for Sellers

Tagging Tips for Sellers: Kids, Baby, and Maternity

Wed, 09 Jul 2008 14:58:00 -0000

Hello sellers of children's, baby, and maternity items! The Handmade Kids series prompted us to start a conversation about tagging your items.

Finding the right tags is an easy way to increase the number of buyers who are seeing your items. Here are a few suggestions for tags to use to improve your exposure and get your items in the right places in the Category Browser and in search.

Tip #1: Choosing Categories
Are there multiple top-level categories that your items could fit into? For example, if you make toys for children, you might try listing some of them in Children, and some in Toys. Overall, the Children category is the best place to list Children's items, but listing in other appropriate categories can increase your exposure. After you list, check the views and hearts of your items to see which category is best for your items.

Tip #2: Research in the Category Browser
Look under the category where you've listed your item. Add the names of any subcategories that are accurate to your tags. Look under these subcategories, and add any sub-subs that are accurate as well.

Tip #3: Synonyms
Are there any words that buyers might search for that mean the same thing as the normal word you might use? These make great tags. Some examples:

Children: kids, girls, boys, toddlers, tots

Baby: Infant, Newborn (generally under 3 months old)

Tip #4: Activities and Uses
Think about the uses and activities that apply to your item. Here are some examples:

- Breastfeeding, nursing, feeding

- Play, dress-up

- Educational, learning

Tip #5: Sizes
Add the size as a tag for clothing.

In your description for children's clothing, try putting the approximate age of the child that this would fit. This helps relatives and friends who are shopping for a gift — but don't have kids themselves — find the correct size.

So, there you go! Hopefully, these tips will give you a good start for tagging your items. Please suggest any sub-categories or tags below. We want to hear from you.

As well, check out this tagging tips article for more suggestions for effective tags. Happy selling!

Fresh Shops: Roadside

Thu, 03 Jul 2008 20:12:00 -0000

I found a new shop, Roadside which opened in Apr 17, 2008, while browsing the Art category on Etsy to see what would catch my eye. I thought these paper creations were so whimsical and lovely; they really jumped out at me. I had to look for a long time at the print to figure out whether it was three dimensional or two dimensional. After carefully reading the description, I realized that Roadside's Jayme McGowan makes such excellent quality prints of her shadow-box paper cutouts, that the prints include shadows! You can buy both the originals and the prints in her Etsy Shop. To read more about her process, please see the interview below.

Can you tell us a little about the people behind Roadside?
My name is Jayme McGowan and I’m an artist living and working in Sacramento, California. I’m a recent college graduate, and I opened Roadside last April as an experiment, with the hope of exploring project ideas I couldn’t really pursue in school. I studied painting in college but have been making 3-D works with paper for several years in my free time. I thought that would be a good place to begin Project 001.

My boyfriend, John, contributes elbow grease in various ways. On the current project, he helped out with the construction of the wood frames that house my paper sculptures. We’re currently working together on some more utilitarian art for the shop.

What inspires you as a creative person?
Paper, music, and people. I’m moved by polka dots. I hoard patterned paper and shuffle through it randomly, hoping for something to pop out. I listen to music when I’m working and I watch people out my studio window. I work out of a second story apartment overlooking a busy street. There’s a post office right across the way (that’s really coming in handy lately!) and a bus stop below my windows. So I watch people go by, imagine their stories to music, and look at paper. That’s usually enough. I have an overactive imagination.

And of course having access to the work of so many amazing artists through Etsy is a huge inspiration, just seeing what kind of creative things other folks dream up.

How do you like Etsy so far? What are your favorite features of the site?
I absolutely love it. There’s such a strong sense of community here. People have been very helpful and encouraging; I feel like I’ve found a very receptive audience for my work as well. Etsy makes it so easy to reach people from all over the world that I would have never been able to meet otherwise. I’m a big fan of the “Favorites” feature. I think it’s a fantastic way to navigate the site — hopping from one shop to another by browsing a person’s favorite items and sellers.

Anything else you'd like to add is also welcome! (Your blog, etc.)
You can check out images of past and present projects at: Flickr.com/photos/roadside, or peek behind the scenes at projects currently in the works at my blog: Roadsideprojects.blogspot.com.

See more Fresh Shops and say hey to a new seller!

Service Tips for Sellers: Everyone Isn't Your Sweet Aunt Kate

Thu, 03 Jul 2008 16:21:00 -0000

Dear Sellers,

Everyone isn't your Sweet Aunt Kate. Everyone has an Aunt Kate — she's the sweetest lady alive, always delighted with your latest crafty endeavor, no matter what it is. It doesn't matter if the glue is a little blobby or there's a tiny smear in the paint — she displays or wears your latest as if it were a Picasso or the Crown Jewels. We've heard it from you, dear sellers: one day you were faced with a situation where someone is less than pleased with the experience with your shop. Your customers aren't related to you, 99% of the time don't even know you, and do indeed object to things Sweet Aunt Kate overlooks. Successful sellers will tell you, from creating your art to shipping it out, every piece has to be your very best work. If you make a mistake in the design phase, don't send it out and hope they don't notice the flaw. If you are having a rough time getting orders out in a timely manner, perhaps your shipping policies need to be reworked to allow yourself extra time.

So what happens if you've brought your "A" game to the table, shipped out the perfect craft, and you still get an unhappy customer? It is opportunities like these where you can learn from the feedback and try to turn a negative experience into a positive one. Stop periodically, step back, and check your business. Tweak, refine, and change when necessary. Below is a list of tips, member suggestions, and responses you can refer to when sticky situations arise.

Above all, keep your customer in the know.
Acknowledge their purchase, either by convo or by making sure you have a message in the Shop Appearance>Message to Buyers portion of your shop.
Keep Your Cool.
If you end up with an angry customer with a penchant for colorful convos, take a deep breath, make whatever offer you can to make things work for them, and then realize — it's not always you. Allow the other person to "let off some steam," acknowledge the person's anger and empathize as appropriate and let the other person know you understand the issue. In all cases, try to establish a solution, a compromise or some other positive outcome for the situation. And remember...stay professional, no matter what.
Avoid hot button words and phrases.
Don't show impatience or place blame on other people or organizations. Try avoiding curt, negative, dismissive, or accusatory language or phrases such as never..., I'm too busy to..., it's not my fault that..., you must have..., etc. Sure, it can be really hard not to get defensive, but it will save you time and energy in the end when you patiently send a professional and friendly response at the outset.
Make up for your mistakes.
We are all human and sometimes make mistakes. For instance, if you're running behind on shipping, you might offer to ship for free or upgrade your customer's shipping from First Class to Priority Mail.
Create a refund policy.
If the customer is not happy with their purchase, you might consider offering an exchange or a refund. This can be a tough one, especially if the customer doesn't contact you until a much later date. Even if you have policies that you strictly adhere to, it pays to consider each person's request before referring them bluntly to your policies (tip: I recommend asking that the customer ship back the item they wish to return or refund before granting the refund or exchange ~marymary).
Know when to cut your losses.
On a rare occasion, you might find yourself in a situation with a customer that you will not be able to please no matter how hard you try. If you find yourself taking too much time away from working on your business or handling your other customers, it might be time to cut your losses. While you want to do everything you can to turn them all into a Sweet Aunt Kate, there will be times when all you can do is politely thank them for their business, apologize, and go on with your work.

What do I do if this happens to me? Responding to unhappy customers can be tricky and sometimes difficult. We've pulled together responses that may inspire what you say if you find yourself in this situation. Keep in mind it is always important to personalize notes with the member's name, specific transaction details and issue. The responses below are just a starting point.

Customers unhappy about long shipping delay:

TroveDesigns provides the following information: "Thanks for letting me know about the delivery delay. I have had parcels to [LOCATION] take up to [APPLICABLE TIME FRAME], which can be really frustrating while you're waiting on a parcel. If we could wait until that time frame has passed [DATE] and if the parcel has not yet arrived, we can discuss how we can progress from there." (Be that a replacement item, a discounted replacement item, or a refund.)

General refunds or exchanges:

"Hello xxxx, I appreciate you contacting me with your concern (concern goes here). It is a goal of mine to make my customers satisfied with their purchase and as per my shop policies, I would like to offer you (your offer goes here. It might be a full refund, partial refund, item exchange, or other measure of appropriate and professional goodwill to help remedy the situation). Keep in touch, (your name)"
bamabelle uses: "Hello! I do have a return policy, I can exchange for store credit. I'll contact you when I receive your returned item, and you can shop. Let me know if there is anything in particular that you might want, but isn't listed."
CricketsCreations has a great line: "First I will offer an exchange and if that doesn’t work — 'Dear So-no-So, Thank you for letting me know that the scarf was (insert problem here); I’m glad to have the chance to make it right & I apologize for what must be a frustrating situation! Please send the scarf back to me right away. As soon as I receive it, I will refund the full purchase price via PayPal. I regret that the cost of shipping both ways is your responsibility. Apologetically, Celeste (Crickets)'"

Custom orders or customizing options on a product:

"Hello xxxx, Thanks so much for your interest in a custom order; this project is something I am very interested in working on with you. From my understanding, you would like for me to (spell out in as much detail as you can what you think your customer is asking for to make sure you are in agreement). Please let me know if this is correct and if you had any additional thoughts or ideas before I get started. Keep in touch, (your name)"
RightAsRainCreations says: "If I am not able to accommodate a custom request, I usually will try to find another seller who has what they are looking for or might be able to make it."
Jkollmann advises: "Communication is key, and the ability to 'audition' the piece of work as it evolves by sending pictures for review and approval is great so the piece doesn't come back. Anything that reduces the risk of an unpleasant surprise when they receive the item is good!"
KarleighJae says: "I have learned that whether communicating through convos, email, or in person, it is always best to repeat or rephrase what the customer is looking for when ordering a custom item. That's not just customer service, it's good communication."

Difficult customers are fortunately not the norm. However, it's good to have an idea of what you will do when they cross your path. Whichever path you take — applying strict policies each and every time, or taking complaints on a case-by-case basis — keep cool, stay courteous, and be professional. Running a business isn't easy, but the rewards are terrific, and there are a lot of Aunt Kates out there. For more examples and other tips, check out this forum thread filled with great tips from other Etsy sellers.

More about Service Tips for Sellers Series: Running an online business has many perks, like the ability to remain somewhat anonymous behind a computer screen (maybe even working in your 'jammies). But that computer screen does not preclude interaction with customers. Good online customer service may be even more important than offline: good service gives buyers the peace of mind that they are buying from a trustworthy and reputable seller. As an online entrepreneur you have the opportunity to provide excellent communication, create a friendly face for your shop, and promote repeat business.

Art of Pricing | Legal Info for Artists | Shop Makeover Series | Service Tips for Sellers

Etsy News Alert: 4 Month Listing Extensions for Vintage and Commercial Supply Sellers

Sun, 29 Jun 2008 23:38:00 -0000

Update:
Please get your items in the proper categories!

Original post from June 23:
Back in February when Etsy announced upcoming changes to the way search would work, we made a promise to our Vintage and Commercial Supply sellers that we would extend the life of their item listings by four months, for free.

The search changes took effect May 5, and we are now ready to honor our promise. We intend to start rolling out the additional four months beginning on June 30, 2008.

The four month free extension will apply only to Vintage and Commercial Supplies sellers.

Here's the Plan for the Four Month Extension:

Only properly tagged listings will get the four month extension, so this is a great opportunity to make sure your Vintage and Commercial Supplies items are properly categorized. In other words, make sure the top tag is "Vintage" or "Supplies." In the case of Supplies, items should also be tagged with "Commercial."
On June 30, Etsy will capture a snapshot of all Vintage and Commercial Supplies listings on the site.
Immediately thereafter, we will begin rolling out a free four month extension on all of these listings.
The rollout will take approximately 30-45 days from June 30.
We will keep you updated on the progress and will announce when the process is complete.
After the process is completed, if you have any questions or concerns about specific listings, contact support@etsy.com. Please include the following words in the subject of your email: "4 month extension." This will help us target your questions and get back to you more quickly.

FAQs:
Q. What items are eligible?
A. Vintage and Commercial Supplies are eligible. Handmade supplies are not eligible, since these were not affected by the May 5th changes to Etsy’s search function.

Q. What if my Vintage and/or Commercial Supplies listings are inactive/in edit mode on June 30?
A. Many sellers put their listings in "edit mode" when they are going on vacation or otherwise don't want their listings to be active. Have no fear! If these listings are properly tagged, they will make it on the list, even if they are in edit mode. Here is more info about inactive listings and edit mode.

Q. My Vintage or Commercial Supplies listing expired before Etsy finalized the list of items eligible for the extension. How do I get included in this?
A. If you want to receive four free months, renew your items before June 30, the date of Etsy will take the snapshot. Here's how to renew.

Q. What happens if my listings expire during the window between the June 30 snapshot and their spot in the 30-45 day run?
A. We are prioritizing the roll-out of the extensions such that the listings nearest to their expiration dates will be extended first. If you notice a problem after we announce the completion, email support@etsy.com. Please include the following words in the subject of your email: "4 month extension." This will help us target your questions and get back to you more quickly.

Q. What if my items are in incorrectly tagged (and in the incorrect categories) at the time of the snapshot?
A. That's why we're giving you a week's heads up! You must have your items properly categorized by June 30, 2008. If you have extenuating circumstances, email support@etsy.com and describe the details of your situation. Please include the following words in the subject of your email: "4 month extension."

Q. I think I did everything right, but I can't find my listings!
A. If you see inconsistencies in your shop or disappearing listings, first take a look at the Inactive and Expired listings in your shop. (These links only go to your shop if you're logged in so you don’t have to worry that others will see in your shop!). If you still think there’s something wrong with your shop, contact support@etsy.com.

Q. What are the dates of eligibility?
A. Any Vintage or Commercial Supplies listings that are active or inactive (but not expired) on June 30, 2008.

We're closing the commenting on this post so we can get all your general questions and comments in one forum thread.

If you have questions or concerns you'd like to keep private please email support@etsy.com.

We thank you for being patient while we researched the best solution for implementing this gift and above all else, we hope you enjoy!

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