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Story by
bethela,
marymary
Published on August 14, 2008 in How-To |
Photo by kellya |
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.
| Tags | advice, buyers, customers, customer service, experience, Seller Handbook, seller tips, selling, Service Tips for Sellers |
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81 comments Login to add your own!
MoxyFoxDesigns
I love it when buyers take time to add more than a couple of words of thanks in their feedback. This is a place where the personal touch lasts for a long, long time.
juliepeach
There's REALLY great advice in here for everyone- Thank you for this article!
SeaFindDesigns
As a seller, I'm always hopin' that my customers get that my feedback includes my "Boston Chick" personality! You need to be yourself around here, I'm nawt a depahtment stowah!
It's the little extras that count.....
GemmaBeads
I love this article. I know now what I need to improve on.
I completely agree with turtleparktots regarding shipping costs! You can insure products and value, you can't insure shipping charges. That's always been a hot button for me.
Thanks all!
edithandlulu
sixsisters
I hope sellers will read this. I have had both good and
bad experiences here as a buyer. I love the convo
thanking me for my purchase and telling me when it will be shipped.
curlyfrysc
Thank you. I love hearing from a buyers perspective. I can only make my service better if people tell me what they want or expect.
RockCity
Great article! Thanks for the insight into the Etsy buyer and for all the tips on differentiating the Etsy experience from that other site that shall remain nameless :)
MyFairyBabies
Please, if you are going to put a "gift" in my purchase please dont put your castoffs (i.e. junk). If it is not useful to you, then it is not useful to me and I would rather not have the guilt of keeping it or throwing it away.
I don't mind business related items. I know people take extra time and money to create these to promote their business.
pogoshop
KAHOONICA
priyacreations
Penni1
Timeless
Not being horrible, but I hope Etsy takes this advice to heart, too. Communication, honestly, follow through (although that might be perceived as something completely different here in the UK) and a human connection would not go amiss here on the site, either...
WinchesterLambourne
Thank you so much for this article marymary and bethela! It's not only interesting to read, but also very educative for us relatively new sellers. Thank you for including our views! :)
TheHauntedHollowTree
whimsypics
AnvilArtshop
Great article, and great input from both buyers and sellers. Thanks!
creativeneurosis
this article makes me want to start singing an Alanis Morrisette song...
ArleenDesign
That was a great article! I think in both side we all want to feel appreciated and special either buying or selling.
It was just a wonderful insight to remind us all.
dogties
dorothywyn
VintageEmbellishment
I am kinda surprised to find buyer/sellers opinions here and no one who just purchases items on Etsy but does not sell, or did I just miss them?
Bluebirdlane
Very interesting article. Unfortunately I don't have time to write a personal convo for every sale I make. If I did that I'd never get anything shipped!!!
Thanks for the effort put forth for the article!
poseypatch
peeno123
I concur.
Great tips and info from the buyers point of view.
It is most helpful.
I wish that after I take the time to include a handwritten note in my cute little package, and after I have left feedback and convo'd the buyer as to the shipping details that more buyers would take the time to leave feedback for me... Or, at the very least let me know the item has arrived.
summer62
Great input from everyone. It would be nice to have an option for insurance so that it's the buyer's choice whether they want to purchase insurance or not. Many of my items are under $10 and I am sure most people wouldn't want to add the additional cost for an item that wasn't expensive. I know I wouldn't. But I would still like to be the one who makes the decision about it.
Again, what a wonderful article, and very helpful input from buyers and sellers. Thanks, and have a great weekend everyone!
ashleyarsenic
theshinebox
lovarevolutionary
edor7
As a buyer I prefer no extra little "gifts" if they are really just random "junk". It comes across as somewhat careless and impersonal...
I usually dont like business cards and promotional stuff unless they are really well designed. Who really keeps business cards? Don't they just accumulate and get thrown out eventually?
toolisjewelry
Wonderful article, thank you very much!
I agree with peeno 123!
brandedbutterfly
Good article. Lots of good info. and food for thought. Thanks for posting it.
opalpoems
Thanks!
Really cool to hear what buyers have to say.
Totally agree with peeno & summer62 :)
thewren
appleoranges
Thanks for including my input and for featuring one of my items.
cms36451
Great advice. I try to follow all of these tips all ready, but I will always strive harder to make sure my customers are happy. Sometimes throwing in a free gift doesn't hurt! Who doesn't like free? I know I do!
HomeMadeTreasures
Excellent article.
I agree with peeno 123. As both a seller and a buyer it is nice to get feedback. I have bought more than I have sold and I cannot tell you how many sellers do not bother to leave feedback or even say thank you for your purchase.
As a seller I always leave feedback right away, thanking the buyer and letting them know how much their business is appreciated. I also convo the buyer to let them know when their item is shipped out. I can't stand it when I have to ask a seller if my package was shipped out yet.
Recently I have started to make the buyer's package extra special to let them know I care, as well as add a thank you note.
It would also be nice if the buyer would leave feedback just to let you know that they received your package and are satisfied with it.
westcoastbeads
Thanks, great article. I definitely agree that good communication is the most important thing. I am starting to get in the habit of giving away extra items whenever I can, and thank you notes for sure!
littletricia
Great article, very informative. I always add a free gift and a business card. If they bought your item, they liked your shop and maybe will give your card to someone. I see that some of the buyers above stated they didn't want the "free gifts" or cards. I truly believe they are in the minority. So I'll keep sending them with my sales, I enjoy getting them with my purchases.
awcomix
CeeVeeArts
Useful article. What I responded to were the buyers who expressed liking to purchase from Etsy sellers because it felt more personal and intimate than purchasing from impersonal, indifferent mega-stores. Buyers were made to feel special and cared about. Perhaps the development of bigbox stores where no one seems to be able to help you has manifested an underlying desire for human, caring contact. Maybe Etsy sellers can fill the void.
loopiforyou
Great advice!
I think it would be really helpful if there was a 'convo' button on the sold items page, so I could easily let buyers know when their item was shipped. Also, I agree with having an insurance option at the check-out... postage prices are high enough from Australia with out adding compulsory insurance. I always come out second best at the post office. My buyers generally don't leave feedback and it annoys me because I'd like to know they have received the item and are happy with it.
summer62
I do the same HomeMadeTreasures. It would be nice to hear something from the buyer. If they are happy a positive feedback would be nice, and if they aren't then I want to hear about it so I can rectify the situation. Etsy makes it so easy to leave feedback, there really is no excuse for not doing it.
Thanks Etsy for all the new improvements you have done to the website. They haven't gone unnoticed!
beadgoddess61
Great article, that came out at a very good time. I've been a buyer on Etsy for over a year and I have finally decided to open my shop this weekend. Thank you very much for the informative article and everyone's comments.
CeeVeeArts
I agree with making it easier to give feedback. Ya' know, I never bought from Ebay or any similar types of vendors, so when I came to Etsy I didn't realize there was a 'convention' of offering and receiving feedback. So I am guilty of not saying anything at first. I did catch on. But it wasn't obvious to a newbie that feedback was a considerate and expected thing to do.
brownbunnybyiris
KathrynHermes
Thank you, thank you! What a great resource for new people like me. I appreciate your support and training. I LOVE Etsy and look forward to building our relationship.
Thank you again,
Kathryn
knitfitt
As a buyer I have been surprised at the number of sellers who never mark their item Shipped, much less convo me. They are in the minority but still fairly frequent. On the other hand, I have been really impressed with the great level of customer service of most sellers. I love the opportunity to buy handmade from such a great variety of sellers. I tell everyone I know about Etsy and what a great online shopping resource it is.
Katja8
When I enter a shop in the real world I always say hi and bye and I guess because cyber space can feel a little isolated it means we rely on feedback.
Free gifts or thank you cards are clearly ways of adding a personal touch and thank goodness for that because behind every little screen sits an eager little some-one.
ByCoco
I believe integrity is important as is an attitude of appreciation for the person on the other end whether they are a buyer or a seller.
DaisiesForAll
great article!!
i love reading these little bits of info that help us learn to be better sellers! remembering to thank those that give you business is SO important!!
thanks so much!! :o)
emharlow
i devoured this! thanks for taking the time to submit the input and put the article together for us!
stephist
Great advice to all thanks! I'm new to Etsy (just a buyer for now) but my first buying experience was definitely positive (Thanks again Bayan Hippo). I would always read the feedback others have given before buying something. Also its interesting to read profiles of the sellers and know where they are located- some people don't write that.
joonbeam
This is a great topic. I promote etsy to family, friends and strangers and I have been disappointed and saddened when some of them made purchases, very excited about the special etsy experience, and the opposite occurs. It reflects on me, personally, and all sellers when the personal touch and/or item & service quality are lacking. My son ordered a piece of art. The seller never contacted them in any way. They save mailers for me (I recycle). It appeared as though the sale was a nuisance - right down to scrawled labeling and even a misspelled (common) first name.
Feedback is a topic all its own that I plan to blog about as soon as we are settled in Austin, but I disagree with sellers leaving it before or as they ship. Feedback is a special communication resource. Leaving generic feedback negates that special purpose. As a buyer, that would leave me cold.
I have had many wonderful transaction experiences with both of my shops. The personal connections are what it's all about. I appreciate everyone's comments here. Love what ByCoco said...worth seeing twice. :)
Happiknits
Great article, I know I treat my customers the way I expect to be treated as an Etsy buyer. Communication is key :)
faeriegood
I've already gone back in and updated my pages from all the helpful tips listed in this article. This is all so new to me. I launched my site last week before I was totally prepared(but if I waited for that, it would never happen).
Mine's a work in progress,but I see, I'm not alone, I already feel the sense of community and I 'm looking forward to the growth from this learning experience. There is so much really positive energy at this site and that's so good for getting my creative juices flowing. The business end of it, well, that's my week point, setting prices, customer service... Glad to know you provide a source for much needed help. Thanks for the support!! faeriegood
metalcraft
Hey that's my Metal Craft business card up there in the related items! I'm so excited!
Some very helpful advice has been given here! Thanks everyone!
mksupplies
There are a lot of good tips in this article, thanks to those that input their ideas/opinions! One thing I have noticed after reading over all these comments and several posts in the forums is that different people expect and want different things, from feedback to communication to free stuff- it would be impossible to make *everyone* happy. I think the best thing is to strive to have a great product, and what *you* expect to be good customer service, be professional, and be friendly. With that being said- as a devoted shopper on etsy (sending all my friends and family here too!) I have had sellers do things in all different ways, and not one was a bad experience, just different ways of running a business :) I do think if a seller has clear shop policies on any concerns a buyer might have- it would help a lot with expectations. When you leave feedback, expected shipping times, etc. etc.
dnmolo
bellaseradesigns
Great article with some very useful advice for someone fairly new to etsy.
bthyer
In my first experience as a buyer, I was extremely disappointed not to be contacted by three different sellers for four-five days. When I got in touch with them, I was fairly curtly informed by two of them of their Shop Policy shipping dates, as though it was my responsibility to shut up, sit tight, and interpret "Will ship within seven days" as "no contact will be made with buyer and buyer's contact will be interpreted as bothersome (RTFM!!) if made within said seven days".
What a way to go from feeling excited about a couple of hundred dollars worth of purchases, to feeling lousy!
I do the majority of my shopping online, and have come to expect, at a very minimum:
1) An email from the seller confirming that order has been received.
2) An estimated shipping date in an email.
Ideally, a quick "I've shipped your item!" would be excellent also.
To have received no confirmation whatsoever from the seller that they have received my order leaves me hanging in the breeze entirely -- particularly as Esty sellers are individuals. Are they in hospital? Suffering an episode of depression and ignoring the computer? Away from the keyboard because they've just fallen in love and suddenly their online shop is a low priority?
The fact of the matter is that for those four days, those sellers had my money, without giving me any indication that a human being had even looked at my order.
One of my purchases (a $40 purchase) was by way of a test to see whether I would go onto purchase several $180+ items (as Christmas gifts). The seller has now lost that future business and potential $800-900 sale due to her poor communication.
MundoGominola
Thanks for the article, it's interesting knowing the buyer point of view. A seller have to think as a buyer!
FloradoraInc
Excellent article, great tips- some very good reminders on what excellent customer service- and etsy- are all about!
smmak
Great article!! Thank-You! Like HomeMadeTreasures I too am more of a buyer than a seller and it is amazing how many sellers don't leave feed back!!
SingingSky
I've created a little ritual I go through for each sale, and it has become habit for me to follow a few simple steps that give my transactions a human connection.
It's been a great experience so far!
Splashin
After three months, I've finally made my first etsy sale. I will be shipping today and found a quick review of this article helpful in making sure I haven't overlooked any part of making this a good experience for my buyer. I know I need to do more promotion of my shop and I am working on that with the help of other Storque articles. I've hesitated as I am still putting the shop together but, as noted by another, if we wait till we're "really 100% ready" - it'll never happen. I hope my shop will always be a "work in progress."
SassafrazzOriginals
I began selling on the "other" site which is totally impersonal compared to Etsy. I always included thank you cards in the shipment and kept my shipping costs low so I wouldn't scare away my customers. It doesn't take long to personally sign a thank you note with a nice comment and it's really appreciated. I also do know that with sellers that I buy from and my feedback speaks of it. Here is one: I can't believe this customer and she even sent a thank you note! Great customer! Now that is cool. All I did with him was send him a quick email to thank him for the great service. Great service needs to be recognized on both sides of the fence. We are still waiting for our first sale here as well and we love the atmosphere here, so much so that I pulled everything I have off the other site to move here. Etsy thank you!
ClassicJewels
This was very helpful. As a one-woman business, I have always strongly believed in personalized service. This is part of the beauty of handcrafted items as opposed to manufactured goods. I'll be doing to my best to put that extra TLC in each package! I like chatting with my customers when that's possible and I love sharing who I am and what I do with those who appreciate it. This is a unique platform for this type of exchange and I'll do my best to be attentive to my customers and always offer the very best I can. Thank you for your input!
2008islandgirl
I would like my buyers to know that the shipping charges on my items for sale are the cost that Canada post charges for the weight and size of the item/items.I do not add extra to those costs.IF it should ever be less than what has been paid by the purchaser I will refund that money.It is not my intention to make money on shipping.I look forward to a future on this wonderful site I was recently told about.It is just wonderful.I have been looking for somewhere like this site to put my hand made items on. I'm sure it will be a beautiful relationship.
Shelleyroze
This articale was very helpful. I am a new seller on Etsy, and I plan on giving super customer service to all buyers. It's nice to know that a person can buy original art or reproductions from the actual artist! In addition, sellers have the chance to gain new collectors everyday, so customer service is vital...
cuddlycozy
The buyers insight is very important to the sellers. Being a "brand-newbie" on Etsy and considering that overall customer service is the key to success, I found this article to be very good.
missesk4u
Love this article!
As a new Etsy member, seller and buyer, I like to treat my customers the same way I like to be treated. This includes feedback, FEEDBACK is so important. I agree with buyers leaving it first, or at least a convo to let us know they got their items.
I do not like "ghosts" sellers, you know, the kind who does not acknowledge your purchase? Not even a Thank You note.
Communication is so important, we need to learn how to become a bit more personal in this cyber world.
One thing I learned here is they like to know if you smoke or have pets. Well, I do have a long hair doxie and I am going right now to make my buyers aware of the possibility of pet hair somewhere even I make sure my items are free of them :).
On the packaging subject I am getting more creative with mine. I try to recycle, being green you know but, as a buyer as long as I do not get a "I do not care" type of package I just really care my items come to me in one piece.
Well, so far this is all I can think of right now. Just my two cents,
Now, Have a great Day! I think I am going to have a stormy one, for real, I hear the thunders and the sky is black and I just heard the first hurricane kind of rain on my windows, Bye for now.
missesk4u
Sorry, for some reason my post just doubled. I do not know how to delete it. :(
Nafsika
zcrossccreations
Thanks to everyone who participated in this article. I am new to ETSY and am learning quite bit. All of the information was very help full. I look forward to building relationships via ETSY.
4TheSparrowsNest
I really enjoyed reading everyone's comments, though the article is quite enlightening in itself. Being kind to everyone really goes a long way, and so many people have brought up great points. I am a HUGE fan of feedback and communicating and establishing relationships. Thanks for all the great tips!
tuscanroad
Excellent article! Communication to me is huge. As a seller, I really appreciate the buyer's perspective on this topic.
Previous Page
as a buyer, i don't like thank you messages that don't add any extra content to my experience. they are just an extra email in my long days of emails. i love it when a seller tells me something interesting or funny in their thank you convo or email. stuff like: "thank you for buying this from me. last night i had a dream that i bought a rhino. he smelled bad and ate all my lucky charms."
ok. who has time for that?