Sunday, March 7, 2010

"After Sale" Tips for Etsy Sellers

by Davy from
a lovely Etsy shop.

Here are some tips to help improve your customer satisfaction and retention. I have tried these with my customers and have gotten a couple of return customers by following these tips!

1. Communication is Key! Once you've made a sale, convo your buyer immediately and thank them! Let them know when you have received their payment and when you will be shipping their item(s). Most buyers pay using Paypal which is usually instant.

2. Package your items neatly and uniquely! You have taken pride and great skill in the creation of your item, so show those same qualities in the packaging and shipping of your items. Here ara few suggestions: Use a new package! Nobody wants a recycled cracker box.

3. Make sure your item is clean! Many of us, including myself, own pets and it is difficult to keep their hair off of everything, but make sure your items are free of pet hair, carpet fibers, and other debris before shipping. It will send a bad message to buyers and you risk getting bad feedback if your items are dirty upon arrival.

4. Wrap your items in something beautiful! Take the time to wrap your work in something pretty and protective, like tissue paper. Don't just throw your items in a box with a bunch of old crumbled newspaper clippings or magazine pages.

5. Include something unique! You want your customers to remember you so they will tell their friends about you and come back for more! Include something unique like a thank you card or an inexpensive but awesome bonus gift as well as a business card or info sheet so they can contact you again.

6. Don't delay shipping! Many of us lead busy lives and cannot always make it to the post office right away after an order comes in, but do ship ASAP. If you must delay shipping for whatever reason, convo your customer and let them know why. Otherwise, the customer will likely feel irritated and left out of the loop.

7. Offer special incentives to keep a new customer! This is an easy way to turn a new customer into a return customer, as well as to gain more new customers through word of mouth since a new customer will likely tell their friends about what you're offering. You could offer a special discount or sale for return customers or referred customers, such as a percentage off their next purchase or a buy-one-get-one type of deal.

8. Explain to the customer that you can do custom orders (if you're up for it)! Many times, customers like a shop item so much that they want additional ones in other colors or styles. However, customers are not always forthcoming about their wishes and it is a good opportunity for us as sellers to drag it out of them. So when a customer orders an item, make it clear that you can make similar things for them...or something completely different if they desire.

With these tips you can make the post-sale process just as complete as the pre-sale process! Your customers will appreciate you for all that you've put into their order just as much as they appreciate the work you've done to complete an item!


LazyTcrochet said...

It's a great idea to mention that you do custom orders! Thanks for the tips.

jbcrochetdelights said...

Great suggestions!

大年初一 said...


Kim said...

Great tips! I agree with wrap it in something pretty - I want my customers to feel like they received a gift so I always wrap in pretty tissue and tie with a ribbon and bow made of yarn.

Bekah said...

I use a cellophane bag with a custom sticker to close. Thanks for the tips.