Sunday, September 28, 2008

Customer Service 101

I don't know about you, but when I make a purchase from a business, particularly an indie business, I expect to be contacted by the seller to one acknowledge my order, and two, to thank me for my business. I don't care how busy you are, it only takes a minute to drop a quick line. If I can take the time to buy something and immediately pay for it, the least you can do is e-mail me and say "Hey, got your order, thanks...shipping details to follow...."

I've been in the service business since I've been old enough to work, and that's the first thing I was taught: Thank your customer! Not only is it professional and the right thing to do, but it can make or break the potential for repeat business. Where is all this coming from? I've been shopping a lot on Etsy lately, and of the five purchases I've made in the last week, only ONE of the sellers took the time to thank me for my purchase and tell me a little about what it was I bought. That really impressed me, and I'm going to buy from this seller again.

There, I've said. It's been bothering me for days, and I hope that my message reaches someone who may forget that thanking the customer is part of making the sale. Til next time.....

4 comments:

Joanna said...

Customer service is so KEY to the way I run my business. I stand behind what I do and I live by the words: Treat people the way you'd want to be treated. Or better, even.

Anne-Marie said...

I agree, customer service is the key to retaining customers for the long term.

I do love Etsy though, even if I don't get personalized notes each order =)

shannon yelland said...

You are so bang on. It's funny, when we send a personal note or email our customers, they are sometimes surprised (which shouldn't be the case). This is because there are so many companies (and ussualy the big online retailers) out there, not acknowleding their customers. Shame on them!

The Crazy, Crafty Chick said...

Woo hoo! Nice to know Im in such good company, and that people actually think I'm not being snooty.