Common Sense Service

We’ve all had those moments when we wonder… what were they thinking?

Around here, I’m usually wondering that about one of my three boys/men (they all alternate between these two randomly).

Recently though, I had an experience which caused me to wonder the same about a company I had ordered from online.

I won’t bore you with the details… okay, maybe I will.

I needed some mascara.

So this is important.

The store I usually buy from is about an hour away so I decided to order online. No free shipping (they say the best loved words in online sales are “free shipping”) so I decided to add another, not important, purchase just to make it seem more worth it to pay $5.00 for shipping.

So far, so good. I pay for the order… done deal.

Not.

A few days later I get an email informing me of the great news: Your order has been shipped! Yippee!

However, a little further reading and I find a note that says (and I’m paraphrasing…) sorry about your luck, but we’re slap out of the mascara! Don’t really know what to tell you there…as far as we’re concerned it’s water under the bridge.  But we did send out your other item. Okay then, thanks…bye.

So I ended up paying the $5.00 shipping for the item I didn’t really even want and didn’t get the item I was shopping for.  And let’s not even get into the packaging they used for a tiny jar of makeup…

Etsy Sellers Use Common Sense

This wouldn’t have happened buying from an Indie seller. One of the great things about working with individual business owners is that they’re free to use the common sense God gave them!

Off the top of my head, I’m not sure the best way to work that into your marketing. I guess “Buy from us, we have common sense.” won’t suffice, will it?

It’s A Marketing Advantage

No matter how we choose to sell it, it’s very important to recognize every single advantage we have over the big guys.

Using common sense in customer service isn’t actually all that common.

Score one for the Etsy Sellers!

Go Etsy!

~ Kim

Comments

  1. Anna says

    Next time by on Amazon.com. They are the best, and they care about their customers. I have never been disappointed.

  2. Megan says

    Customer service is my number one pet peeve. I have worked for big retail and indie retail and in both customer service was paramount. That experience plus the bad customer service I have received in other establishments has made me hone my skills and apply them to my Etsy shop.
    .-= Megan´s last blog ..Special Order =-.

  3. says

    Sorry about the mascara…but so true about the customer service industry. I’ve made a commitment to increase my handmade purchases…this year, everyone on my holiday list is getting handmade by me or someone else :)

    I also have to say, I do not have an Etsy shop (yet) but I genuinely appreciate the infor you post here. I’ve even saved many posts for reference for when the time does come. ~~Liz
    .-= Liz´s last blog ..Just a quick note… =-.

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