My adventures of online selling at different venues and owning a brick and mortar business taught me a few things about customer satisfaction. Vintage can be a hard sell so giving your customers a warm fuzzy feeling will always be a win. I hope these tips can help you get a few more happy customers who will keep coming back!
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Never Ignore Messages
Customers want to know you are paying attention. It makes them feel comfortable purchasing from you. If you ignore their message or take forever to respond they might take that as sign you are not serious about customer service. Respond as soon as you can and be cheerful. Even if it's just a quick note telling them you got their message and you will contact them soon.
Follow Up
Send them a message a few days after shipping to check in on them. Tell them you just want to make sure their item arrived safely and that they are happy. Ask if they have any questions and thank them again for their purchase. This way they know you care about your customers and if they haven't left feedback it might incline them to do so. Following up can also prevent any problems that might arise. If they are not happy you can intervene immediately to fix the situation.
Make It Personal
I always call my customers by name and reference the item they bought when I have any correspondence with them. This way they know they aren't just another sale or profit. I like to include a handwritten note with the item they purchased and tie it on with ribbon and such. Sometimes I like to add a little extra touch like putting candies in a jar or container they purchased or a cute little soap or candle for decor items. It's always a nice surprise.
The Importance Of Shipping
Make sure you ship your packages as quickly as possible. We live in an instant gratification world so the faster they get their item the happier they will be. There are so many tools now to help make this easy. USPS will deliver shipping boxes right to your home for free. Shipping labels have become easy being able to print them right from home. If you leave your package near your mailbox with the "hey pick this up" flag your postal carrier will pick it up and scan it on the spot.
When a customer receives their package that is the first impression they get of you. If the box is old and raggedy or it's covered in duct tape it really doesn't give them the impression that you packed it safely. Use new boxes and tape them up clean. I like to write on my boxes 'This package is for someone special. Please handle with care'. Label your boxes in bold letters or use stickers to let the postal service know if the item is fragile.
Pack your items carefully and be confidant that even if dropped it will be safe. I saw my postal carrier scan a package and literally tossed it over his shoulder. Thank goodness it was made of aluminum! Try double packing glass and fragile items. I will pack an item securely in a box then place it another box fully padded. I have a lot of crystal and it is so delicate. This really protects it well. Thank goodness for flat rate shipping!
Always offer combined shipping and offer alternative shipping methods. Not only does the buyer have control over their shipping costs, they are more likely to purchase another item.
Finally, don't overcharge! Try to keep your shipping charges as accurate as possible. If I ship an item and it ships less than $1 as quoted, I will issue a refund for the difference.
Give Them Value For Their Money
Everyone loves a deal! Offer discounts for future purchases or for other reasons such as 10% off a $50 order or free shipping for a second item. Offer other items at a discount if purchased together. Of course only do this if it doesn't cut into you profit margin. I had a woman looking for replacement Mikasa pieces. She was interested in a vegetable bowl I had listed. I had 2 and offered her the second one at half price. she was so happy!
Don't pull the old 'offer an item dirt cheap then charge a billion dollars for shipping' routine. This really turns customers off. Be honest and fair in your pricing and charge accurate shipping charges You come across as an honest seller.
I hope this information was helpful. When in doubt just think about how you would like a transaction to happen. Make them smooth, cheerful and easy and I guarantee they will come back for more. Happy customers=sales! (the photo says so)
Cheers!
