If you missed the Etsy Lab Talk today on how to provide ‘fanatical’ customer service for your Etsy shop, you missed a good time! In the photo above, you can see how many people are in the auditorium. Notice, there is standing room only – every single seat is filled with an Etsy seller (as represented by their square icon). You can see my web cam slightly off to the right of the photo. And in the middle? That’s me, taking a photo of the classroom.
This is the brief introduction I gave, live, via webcam on how to make sure you have great customer service:
These are simple policies that as a one-person, small business, you can do yourself, just starting out:
The ‘About Us‘ Page matters. You need a phone number. An address. An email. Preferably some sort of photo of you that says ‘trust me!’You can put this on your ‘Profile’ on Etsy and on your home page, your ‘Shop Announcement’ could also have contact information.
Customer testimonials are huge to creating trust. They help to build credibility and are a much better selling point than you trying to convince people to buy your stuff. Testimonials need to be specific, not edited and ideally, have a link to the product that the customer is talking about. You can put your customer testimonials on the individual product pages, your policies pages or your ‘shop announcement’ section.
You need clearly defined policies that you do not deviate from, except in favor of the customer. If you want to get return customers and want to have people come back again and again, you need to meet their expectations and do what you say you are going to do.
My number one, be-all, end-all for customer service – where everything flows from and where, in my opinion, you should start from is accountability. Do you do what you say you’re going to do, when you say you’re going to do it?
As a one person shop and as a struggling small business, you may be sitting there saying ‘But, Anne-Marie, I can’t do the 24 hour order turnaround like Bramble Berry does. I can’t answer the phone all day, pack my own boxes, answer all the emails and still have time to make stuff!’ And, I’m not saying you need to do this. I’m saying that you need to have clear policies that properly keep your customers informed about what your standards are.
If you can’t ship packages until Friday of every week, clearly state that. If you answer emails within 3 business days and not 1, clearly state that. In my experience, customers are okay with that – as long as they know it. And, on the Accountability side, that also means that when you tell a customer you’re going to get back to them, you need to deliver each and every time.
Some of the things we do at Bramble Berry (that you can do too), we’ve done from the beginning:
Thank yous on every invoice, in every box. I am genuinely amazed, delighted and thrilled when a customer orders from us. I don’t take it lightly.
Hand written notes to random customers throughout the month. Every month, I try to write at least 3 to 5 thank-you notes to customers that stood out to me. They might have stood out because they commented on our blog. They might have stood out because of the way they interacted with us. But, just a simple snail mail note goes a long way to keeping a customer for a lifetime
Free samples. Not all of the sellers on Etsy sell products that will allow for free samples. But if you do sell products that have an option for a free sample, it’s a great way to say ‘thank you’ in every box, potentially sell more products but most importantly, amaze and delight the customer. Remember, this doesn’t have to be something you sell – it could even be a cool sticker to differentiate yourself – but anything that makes the customer sit up, take notice of you and be thankful that they ordered from you.
Those are all things I did, even when I was the ‘little guy’ – a one woman operation in a 400 square foot warehouse.
Now, since we’ve grown and I have more time because I’m not personally packing all the boxes at BrambleBerry, I am able to do a few more things that really allow for increased, fanatical customer service:
Run a forum at http://www.teachsoap.com/ where I can interact with customers and newbies alike
Do this daily blog at http://www.soapqueen.com/
Have fun video tutorials at http://www.soapqueen.tv/
Twitter and stay connected all the time to customers.
Ultimately, providing great customer service is all about creating a relationship. Letting customers into the backroom at Bramble Berry, so to speak, with our Twitter, blog, forums and soapqueen.tv is just one more way of helping to foster and create that relationship.
Excellent summary, A-M. You live your values and your company culture reflects it. No wonder it has been successful for you!
I was lucky enough to attend your Etsy Lab. You had so much great advice-I'm really looking forward to the next one you do!
Jennifer
Regina,
That post about photography is here:
http://soap-queen.blogspot.com/2008/10/tips-on-soap-photography.html
Erin, you bring up a good point about what to write about. It's definitely a challenge to figure it out. The best "advice" based on my experience that I can give is that whatever you write about needs to be something you are insanely (!!) passionate about. So, if you're not passionate about your business or what's going on in your day, figure out what you ARE passionate (and positive) about. It might have NOTHING to do with your business and that's okay.
You can probably tell by this blog what I'm passionate about: soap, small business, cooking, cupcakes, reading and my family. Do any of those things sell more soap supplies? Maybe. Maybe not. But it gives me a way to connect with soapers, small businesses and (hopefully) customers in a way I wouldn't otherwise be able to.
And the rest of you, WOW! Thank you for all of the support and kudos. I am so, so grateful that you enjoyed the class and found it useful and applicable to your business. It makes me feel amazing to read all of your positive, kind comments. Thank you, thank you, thank you.
I also thank you for the summary because I missed the Etsy Lab too. I can testify that BB has excellent customer service, and that you, A-M, and your staff, make me feel very appreciated!
I loved your Etsy lab. I took 2 pages of notes and plan on reworking my store.
Thanks for your help,
Shannon
The Etsy Labs Class on Fanatical Customer Service was absolutely fantastic! I came away with many tips that might not have come across as well had you not been on webcam. I'm betting you were able to share double if not triple the info in the allotted time! After the mention on a post you did on Product photos via Soapylove here on your blog, I began sifting through all your posts to find it. I didn't. BUT what I found were MANY articles I'd like to revisit! I'll be doing just that soon! Thanks so much Anne-Marie! ~Regina
I am so happy to have been in the Etsy Labs yesterday and to have had the opportunity to gather numerous ideas regarding Fanatical Customer Service from Bramble Berry. Great Job!!
We are PROUD Bramble Berry customers since day 1 of our soap business–I can say, from MANY experiences, that she means exactly what she says–the quality of her products is always perfect–it really shows the amount and the level of excellency she started, and most importantly, maintained and required of every other worker there–once again, Anne-Marie, you're amazing!
I remember when I was a new business owner, I was so proud of my herbal shampoo bars–and when I dared to send you some, you took pictures of them, with my letter–and on the letter, she arranged it so that every random person flipping through could clearly see my web address–showing once more how much she understands that thank-yous, but more importantly, business 'kudos' with clear links to those businesses show that you as a supplier not only know your customers, you know their best products–and pass that on.
A suppplier like that who cares intimately about his or her customers' successes is as rare as a flawless gem–but, once again, we know they make them in Washington.
Beautiful job, to a stellar entrepreneur and woman.
(Billie, not Brian 🙂 from Billie's Soap & Spa @ Etsy
Excellent points for all sellers!I guess treat a customer the way you would want to be treated always works. Thanks for sharing.
Today was the first time I was able to paricipate in the Etsy lab, although I have followed you on your blog for a while now. Thanks for sharing your tips with us. I am always impressed by all the info I find on the blog and @ brambleberry.com. Thanks again!
Thanks for posting this. You are always such an inspiration!
Sydne
I wasn't able to get on the Etsy lab @ work. Thanks for posting your tips!
Yesterday I received the Bramble Berry summer scents sampler. I love it! I've been using your scents for my cupcake bath fizzies.
When I placed this last order I saw you were on Twitter and have this blog. So I've been following! Love your tips and advice.
Thanks!
~ Jeanee
http://twitter.com/urdirtylaundry
http://handmadebydirtylaundry.blogspot.com/
What if you don’t have much to say? I am trying my best to do the social networking thing. My business is going well, but could always be better. But I don’t know what to say on a daily basis. Don’t get me wrong, I have a personal blog I use quite frequently, but I just feel like my customers don’t want to hear the drudgery of everyday life … hrmph.
~Erin
Good points thanks for posting the info for those who missed it. :)dee