Before, During, and After a Sale – Great Customer Service

11. Sep, 2011 20 Comments

Mad Hatter's Tea Party/Alice in Wonderland SIGNS

Mad Hatter's Tea Party/Alice in Wonderland SIGNS

Which shop sounds more customer friendly to you? Which would you return to?

You can never be too specific or too detailed

So the best way to nail customer service is to think of the customers experience before, during, and after their purchase. Think through the process, simplify it, and detail it for them.

Before

During

You need to show them your products. Up close, far away, from the front, from the back, at different angles, the details, in its packaging, it being used, etc.

Is it obvious where the customer needs to go to checkout? Do you include what types of payments you accept?

After

Tell me how you provide awesome customer service in your business in the comments below. Etsy Facebook App - Fanpageology

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20 Responses to “Before, During, and After a Sale – Great Customer Service”

  1. Dora Rossi Reply 25. Mar, 2011 at 11:20 AM

    Thank you for the refresher reminds concerning making your customers happy…

  2. Dora Rossi Reply 25. Mar, 2011 at 11:21 AM

    Thank you for the refresher reminder concerning making your customers happy…

  3. Meagan Reply 25. Mar, 2011 at 1:56 PM

    You are so welcome Dora!

  4. jessica Reply 25. Mar, 2011 at 10:38 PM

    This is wonderful advice! I see several areas where I should update my descriptions to include my turnaround time and return options. Thanks!

  5. Cat Reply 26. Mar, 2011 at 7:01 AM

    Thanks for the article. I do see some areas of improvment that I will begin to work on in my shop.

    Cat

    http://www.etsy.com/shop/barncatstudio

  6. maro Reply 26. Mar, 2011 at 7:58 AM

    All is in the details.

  7. Karen Peanuts Creations Reply 28. Mar, 2011 at 7:15 AM

    I have always tried to give good customer service but am getting better thanks to tips and reminders from people like you!

    Thanks!
    Karen

  8. Nancy Ingvalson Reply 29. Mar, 2011 at 10:19 AM

    I hope my customer service helps my customers have a very pleasant experience
    shopping with needles1. I try very hard.

  9. LaBelleDame Reply 11. Sep, 2011 at 9:30 PM

    Thanks for posting this…I have been revisiting this topic with my business and looking for ways to make my customers’ experience even easier. You made several great points, and showm me a few new ways I could improve things. Thanks!

  10. Sue Reply 12. Sep, 2011 at 8:23 AM

    Great advice! Thanks for this! :)

  11. Sally sssstudio Reply 12. Sep, 2011 at 8:37 AM

    Is it OK to contact a customer via their emaill to tell them of recently listed items thay might be interested in? Or to tell them about a sale in progress?

    Thanks for your article and reply.

    • Meagan Reply 09. Oct, 2011 at 3:32 AM

      I would say no personally & I think if you’re on Etsy, they have rules about not doing that either. Here’s what I’d suggest. Once a customer places an order, you can email {or convo} them, thanking them for the order & letting them know when it will ship. Then go ahead & ask them if they’d like to sign up for your monthly, weekly, bi-monthly {whatever you want} email newsletter to stay up-to-date on new products, sales, & promotions for your shop. Give them a link to your newsletter signup page so they can subscribe.

      Just because they were a past customer doesn’t mean they want an email from you about new shop updates…they need to give you permission first.

      HTH! xo,Meagan

  12. Tam Reply 12. Sep, 2011 at 11:08 AM

    @ Sassy ssssstudio ~ If I have an item that I know a customer will love I contact them. I even send them a link to the item. They are always happy that I did. I also send along a coupon code for them to use. I leave an open coupon code running for repeat customers to use anytime.

    Same with a sale. I will contact customers to advise of a sale or upcoming sale.

    Thanks for the great article.

    I am currently doing all that you have pointed out here and it seems to be working great. ♥

  13. Katy Reitz Reply 12. Sep, 2011 at 4:33 PM

    I write a thank you card with each order! I have a girlfriend who will buy stuff just to get the card!

  14. Debbie Shirley Reply 12. Sep, 2011 at 8:45 PM

    Some great points here! Thanks so much for the tips.

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