April Customer Appreciation

As March comes to an end, most of us are thinking about what we can do to increase business in April; and what, if anything we can do to show appreciation to our customers.

I deeply discounted my store for the month of March because I wanted to attract new business and establish repeat customers. Obviously as a business person I can't do that every month. I've wracked my brain trying to decide what I want to do for the month of April. I think it's important for customers to feel like they are getting something along with a good price. Everyone likes a good sale, right? It's important to state that my inventory is not expensive, the highest priced item is less than $20 unlike some who have a much higher price point.



So this morning I thought I would put it to my readers...what, if anything do you intend to offer for the month of April, and your justification for doing so. I've only been a seller on Etsy for seven months and I'm still wading around discounts and coupons. I would love to hear from you dear reader. If you are not going to offer a sale/coupon for April I'd like to know about that also.

I had planned to pen another subject this morning but this quandary has been rattling around my brain for some days now. Have a wonderful selling day and blog on dear reader!

Don't forget to check out my CremeMagnolia Etsy store to take advantage of the final days (2) of my 25% complete store discount!

How's your Customer Service?

This topic has been a point of contention between buyers and sellers for a very long time...regarding feedback and when it should be left for either buyer or seller. I've been an online seller for a very long time and I have my own feelings about the issue which I will outline here. I know that I could start a "war" but such is life.

There are multiple aspects to any transaction (online versus brick and mortar). The seller list their item, peeps look, someone can't live without the "widget" and pressed the "buy" button. Some venues give buyers the option of paying when they want others require instant payment. In my CremeMagnolia Etsy Store I only accept one form of payment, PayPal. That said, a customer could pay with a credit card or even an electronic check through PayPal; the latter would require clearing before I have my money. Once payment is in my account, the buyer has fulfilled their obligation to me as I have their money AND their purchased item.



It is my opinion, one I have argued many times, once the buyer has paid me they have upheld their end of the bargain and I should and do leave them positive feedback. Hold your horses until I finish my argument!



When I ship the item, I purchase out of my own pocket, Delivery Confirmation and give the tracking number to my buyer. This allows me to see where the item is at any given time and gives me a certain amount of security relative to the buyer and their ultimate happiness. I know that my products are first class, I know that I package perfectly, I know that I ship immediately, and I know that I communicate with my customer through the entire process. I do not subscribe to the "no news is good news" school of thought.

The best example I can give happened just recently. I shipped a box to a customer in Florida. Three weeks later the box still had not arrived - I know this because I constantly check the tracking. When I last checked the tracking it told me that my box had indeed reached Florida and had been rerouted to Maryland! I contacted my buyer, actually went to the Post Office, called Maryland, and offered my buyer substitute items or refund. My buyer was so happy that I stayed on top of it that she would not hear of a refund and wanted to wait a little longer. All the while, I had left her positive feedback from day one.

Yesterday the box arrived at my Post Office, return to sender, and who knows why? I messaged my buyer that I relabeled the box, paid the postage AGAIN, purchased Delivery Confirmation again, and it is on it's way. She is delirious that it is not lost forever and I am happy she is happy! Keeping a customer happy through a difficult process doesn't require reinventing the mouse trap, it simply requires excellent communication. I have no doubt that this customer will leave me glowing feedback - and I should mention that since 1998 I have never had anything less than 100% positive feedback.

It's my opinion that once the customer pays me then the onus is on me to fulfill my end of the bargain. Things will always happen, but if the customer knows that I as a seller is genuinely attempting to rectify the problem, I feel I am never in jeopardy of having an unhappy customer. Plan for contingencies is my motto and I live or die by my customer service...that's my feeling and I'm sticking to it!

Visit my CremeMagnolia Store on Etsy and Feel the Love!