I am now finally the owner of an "UN-broken hearts" Starbucks mug. Remember I wrote a post about the one that I broke? Here is the link to Part 1 to get you up to date. It took 17 days for it to get here even though it was shipped using Priority Mail which takes 3-5 days. Of course when you don't mail the package for 2 weeks it takes a little longer. Yes, I'm happy with my purchase but the whole transaction really reinforced in me how critical communication is to providing excellent customer service. I feel that this is particularly important in an online shop because you can't feel and touch the product and talk to the owner face to face.
Apparently the Ebay seller had to have surgery (that I believe was scheduled) and wasn't able to mail her packages out. A quick note to tell me there would be a delay would have alleviated any doubts, negative thoughts and impatience I felt. After finally writing an email after 2 weeks, I did get an apologetic phone call explaining the circumstances. As a customer, don't you just want to know there is someone there working or making progress to getting your product out the door?
Every sale that I receive, I send an email to my buyer to thank them for their order and let them know when I plan to ship. There are days when I'm busy and it feels like an extra burden I'm tempted to shrug off. After all, they do get an automated one from Etsy or ArtFire but a personalized messsage is something that I really value and want to pass on to my customers. It is what sets apart a small one woman operation from the big guys. I realize there are some shops that have many sales a day (much more than me) and this could get time consuming. It is my wish that I'm never too busy to show appreciation to my customers in this way because without them I would have no business!
So, with that I think I will go have another cup of tea in my new coffee mug (yes tea) and get ready for my day. I would also like to thank all of you who read my blog, visitors and customers, who leave your wonderful comments of encouragement and support!
Have a great day...Debora
Disclaimer: I am not and do not claim to be an expert in online selling. These are just my views and please don't take them as an attack if you do not agree or practice them, thanks...