Aug
19
2008
Of course, this might depend on what sort of craft you are selling. The good news is that if your freebie is a dud, at least if was free. It’s the thought that counts. I’ve never had feedback or read an online discussion from a customer who was upset about getting a gift, no matter what it was!
Gifts that go along with what you’re selling are nice. An extra chain is a welcome addition to a pendant. On a smaller scale, a square polishing cloth is a useful and thoughtful addition to jewelry purchases in general. If you’re selling materials, a little extra would be appreciated. Especially if I’m buying!
What about when you’re selling time intensive, one of a kind crafts or artwork? Adding general gifts like bookmarks or a magnet is a good choice. You can even make your business card into a magnet using peel and stick blank magnets. You can find these at Wal-Mart or any office supply store.
One of the coolest freebies I every received was a glass pebble with a happy face painted on it. A little card came with it that explained that it was a worry stone to rub when you need a smile. Goofy, but sweet!
Aug
18
2008
The first priority of a successful craft for profit shop is to provide a quality item, fast and secure shipping, and stellar customer service. After this is done, a freebie is just a cherry on top.
When customers receive their orders, finding a small gift is an added bonus. Where I’m from, the practice of giving something extra along with a purchase is called lagniappe. It’s a great finishing touch to excellent service. Who doesn’t like presents?
Including free stuff is also another way to stand out from your competitors. When a customer has to decide between two similar products of equal quality and price, both sold by dependable shops, knowing that one store offers a surprise gift could be the deciding factor.
Next: What in the world should you add as a bonus gift?
Jul
30
2008
After almost a week of one sided email tag, there’s still no money in sight. Time for a nasty email?
Nope. My policy is to never send a nasty email. If the item you’re selling is that important or expensive, like a vehicle or property, please hire a lawyer before ever going to this petty level. Better karma this way, too.
After waiting for the last email to get some action (or not), send an invoice and wait one more business day.
Then, you guessed it, it’s time for another polite message. Express concern over not hearing from the customer. Confess to being worried that they may have changed their mind.
Let them know your personal policy on how long you’re willing to wait for payment before relisting the item. Of course, you’d rather have your hard work find a home with them. Ask them to reply by a specific date so you know what to do next.
If you don’t get a reply by the date you mentioned, I recommend cutting your losses and relisting this item. You’ve given opportunities, offered help, and done what you could to get paid. It doesn’t always work, but most people pay at some stage of the tips I’ve given here.
If you have the option to ban this time waster from future auctions, it’s something to consider doing. The customer will contact you with an explanation if there was a real reason for the non-payment. You can decide whether to bother with them again!
Jul
29
2008
You’ve waited a business day and sent a polite email. Still no payment in sight? Time for step two.
Learn what rules the auction site has for this situation. Larger ones, like eBay, have a policy for almost anything that could come up in the course of a sale. Smaller sites can have more of a ‘fend for yourself’ non-policy. If there are set procedures in place, by all means, follow them!
Assuming that you’re on your own, here’s step two. Allow a reasonable amount of time for the customer to respond to your first contact email, like another business day or two. Check your PayPal or other payment service account at this stage. Sometimes their notification emails are delayed!
If you haven’t heard from them yet or been paid, send another polite note. Walk them through the checkout process, step by step. Assure the customer that if they are having trouble using the checkout, you will help them in any way possible.
Send a copy of this email through the auction site to be sure the customer gets it. Some people block email from unknown addresses.
Tomorrow: No payment still? Now what?
Jul
28
2008
You receive an email alert that says the auction is over or an item has been purchased. Then, nothing, no notice of payment, no email from the customer, no communication. Sigh. Now what?
In case you’re using a website or auction site that isn’t reliable about sending notifications, go ahead and send a note. Include a link to the item and a congratulations message. Also add information about payment methods you accept, and thank them for the business.
The most important thing at this stage is the tone of your email. Keep it light, friendly, and helpful. The buyer should never open your first note and think that you’re hassling them over payment. Just because sellers tend to know when the auction is over doesn’t mean that bidders are haunting the site, too.
Tomorrow: What to do if the buyer stays quiet after the first contact.
Jul
01
2008
Many online auction sellers have a habit of holding positive feedback hostage until they receive it first. This is not a great idea. If your customer doesn’t immediately post positive feedback about their auction experience, allow a reasonable amount of time, take the steps posted yesterday, then go ahead and post appropriate feedback about them.
Sometimes, buyers forget all about a purchase after it’s paid for. In this is the case, your feedback may remind them of it. Was your transaction a little rocky? Positive feedback can go a long way to smooth ruffled feathers. Most people will respond to praise in like kind, boosting your feedback rating.
I’ve coming up on my 8 year anniversary as a buyer/seller on eBay. My feedback rating is 100% positive. Take a chance and be the first to release your hostages!
Jun
30
2008
By sending simple emails, you can earn repeat business from customers that value good service. To save time, it’s okay to save a ‘fill in the blanks’ template for the following emails. Just don’t leave a Your Name Here space. AWKWARD!
The first email to send after a sale should be an acknowledgement that order or high bid has been received and a polite thank you for their business.
If the buyer has already paid, it’s nice to include the date you intend to ship their items. Once the item has shipped, let them know it’s on the way, which shipper was used, and if you have it, include a tracking link. Give them an idea of how long it will be until they have your products in their hot little hands!
You can never say Thank You too many times, so why not take this opportunity to thank them again?
After the item has arrived, most people will leave positive feedback or email. If you haven’t heard from them, it’s a good idea to make sure that the item did indeed arrive, and that the customer is happy with it.
By checking to make sure their purchase has arrived, you let your customers know that you really want them to be satisfied with the whole process.
Jun
17
2008
Have you ever received a package that looked like a monkey packed it? It doesn’t say anything positive about the seller. When I get a package like that, I wonder how much care was taken in making the item inside that beat-up box.
Equally questionable are the boxes that have been used multiple times. Reusing boxes and envelopes is a good idea, but only when they’re still in good shape. Packaging that looks dingy and worn out gives a bad impression, no matter how fabulous the creation inside may be.
You don’t have to have gift shop level wrapping skills to present a nice package. Here are some ideas for making sure your items first impression is a positive one. Start with a clean, structurally sound box or envelope. Basic, but this step gets skipped by many otherwise professional crafters.
Use tissue paper or gift wrap to wrap the items. You can get a ton of this cheaply, or reuse what you have as long as it’s clean and in good shape.
Bonus points: Tie a ribbon or yarn bow around the wrapping. Who doesn’t like to get a present, even if it’s one they bought?
What’s your best/ worst shipping story?
