Sell Crafts, Buy Handmade
One thing I always wanted to ensure we did with our business was to make the shopping experience personal. And one of the things I chose to do to implement this was to email everyone who ordered from us to 1) thank them again for their order; 2) ensure they received their order (and USPS didn’t leave any of their trademark rips/tears, etc.) and 3) were completely satisfied with the finished product. By taking the time to do this, it does several things, but most importantly it:
1. Shows you care about the customer and are conscientious about producing quality product
2. Builds relationships with your customers
Here’s a simple case study:
An order came in for one of our paracord knife lanyards a few weeks ago. Nothing special or extravagant. But, as I always do, I took great care in making the lanyard and my OCD self inspected it to ensure that if I was the customer, I would be satisfied with the finished product. I had it finished and out the door within two business days.
About 10 days later, I sent an email to the customer to ensure she received the lanyard and that she was satisfied with it. Not exactly expecting a reply (I mean, how many times does one really reply to a customer satisfaction survey or the like?), to my surprise, she did reply. Not only was she satisfied with the lanyard…she thanked ME for my customer service. Talk about a humbling moment. Through our email conversations, she then proceeded to tell me that she bought the lanyard for her husband who is an ex-army ranger. Humbling moment number two. Then she tells me that she and her husband would like to buy more products from our beautique! Humbling moment number three. Wow.
So, if you’re looking to build your business in this world of customer no-service that we live in, I can’t stress enough that if you care about the products you are putting out there, and the customers you’re selling it to, it’s imperative that you provide the highest quality customer service you can. It’s the only way you’re going to get your brand to stand out from the crowd and to build a successful business…One. Customer. At. A. Time. And word of mouth is still, and always has been, the most powerful marketing tool out there.
‘Til next time!