Wanna know the easiest, simplest thing I ever did in my Etsy shop? I changed something that took me about 20 minutes, and it made my sales TRIPLE!
Oh and once they went UP, they stayed up permanently. Wanna see what I did?
It was all just ONE SIMPLE Customer Service Change.
Translation: I started doing convos DIFFERENTLY. Let’s dive in to how that looks IRL… ⇣ ⇣
We all do it. A customer contacts you and you write back, but they never answer.
Where did they go? Did you say the wrong thing? You’re freaking out. You feel like you’re 14 again and everyone’s talking about you behind your back…
But you didn’t do anything wrong!
Etsy convos are a weird enigma…The first few convos I answered sent my customers back into the Etsy void, never to be heard from again.
So how do you get over the awkward adolescent hump and convince your customers to stick around?
Increase Etsy Sales With Customer Service
So as some of you know, I run multiple Etsy shops. One of those is a temporary tattoo shop. I create customizable tattoos for customers, which means I am pretty much buried in convos every single day.
One day, after I spent TWO HOURS going back and forth with a customer for $3.20 (!!) I decided that I really suck at customer service. I was spending more time showing people samples than making their product.
I woke up the next morning like “screw this”. I overhauled my entire system and created a “customer service script”. Then I added a process that I could follow to the letter with each customer.
I designed it to be super easy for the buyer, and I made sure there were obvious rules and requirements so I could get my job done faster. Allowing me to re-focus on increasing Etsy sales.
So what were the results?
As you can see, there was a major jump in orders after my overhaul in March! (Please note August is low because it’s August now, so there’s no stats available yet). But I’m pretty happy with SIX months of straight growth!
How do I know these six months were the result of better customer service?
In February and March 2016, I made no changes to the shop other than renewing sold items and upgrading my customer service.
Once I upgraded, I started getting MORE reviews. I was getting good reviews before, but customers who feel a personal connection to you are more likely to leave a review. So those reviews started SNOWBALLING.
Which in turn, led to an increase in Etsy sales.
(I would put a little party hat emoji right here if I had one).
How To Overhaul Your Customer Service to Increase Etsy Sales
After quite a bit of trial and error, I’ve learned there are a few things that will universally send customers running for the hills. Let’s have a look at some of the common ones, and see how you can steal my methods for yourself!
If it’s complex, they won’t buy.
Do you have a ton of options for customer to choose from? Do you feel like the more choices, the better? That may be true in the grocery store, but in your Etsy shop it’s a one-way ticket to customers that never buy. It’s overwhelming to them…after all, your customer isn’t a maker, you are. They don’t always know what looks good and what doesn’t…and sometimes they don’t know what they want at all. It’s your job to have a vision for them.
Be confident in your pieces. This customer came to you because they liked your work best. So give them 2-3 options to customise at the most, then let your artistry do the rest.
You’ve given them too many choices.
Similar to the last one, but different. Before I overhauled my customer service, I used to send people 2-3 different tattoo options to choose from. But I found that this just prolonged the process, and the longer we went back and forth, the less likely that customer is to buy.
So now I give them one option. That’s it. We go through fewer changes, the customer’s vision becomes clearer faster, and in turn I am able to increase Etsy sales.
Tell them what they can expect from the start
Customers want to know what they’re getting. They want to know what it will cost, how long it will take, and what it will look like. I always send along mock-ups of the final product so each customer knows exactly what’s going to arrive.
Because I get the same questions over and over (and over) again, I’ve created a bundle of Etsy snippets just for customer service. This allows me to politely respond to each customer without getting sick of typing the same thing (again and again…and again!)
Remember: typing the same response may be tedious for you, but it’s not the customer’s fault. They’re just interested in your product. They don’t know you send the same response 10x a week. So be polite and make sure they get the same thorough, upbeat response that your first customer got.
Don’t forget the Magic words
The strangest thing happened to me recently. I used to end my Etsy convos with a quick “Thanks, Jenni”, but recently I’ve swapped it out. I started saying:
Don’t hesitate to let me know if you need anything else!
And honestly I couldn’t believe the difference it made. This simple sentence has made my customers feel cared for. They feel like I’m open to their problems. They feel like I want to help them.
And it reflects in the reviews the give me! I used to get a lot of reviews that were just 5 starts with no comment added. Now they go out of their way to share their experience. They tell other customers that I listened to them, and made sure they were happy.
What can I say? It was a happy accident! Feel free to try it yourself!
Be sticky sweet with unhappy customers
This is by far the most difficult advice I give. When someone is yelling at you or telling you they hate your product, the automatic response is to defend yourself.
I’m going to tell you this again and again. If you take any of my advice, make sure it’s this:
You need to emotionally disconnect with your business. Your business is not you. Products are products, and they have nothing to do with your self-worth. Treat them like a business. Emotionally disconnect.
This takes time. But it will happen if you work on it. It took me six months to stop getting upset over returns. Now I don’t even think about it. It’s a business transaction, pure and simple.
Just make it right for your customer and move on.
When someone approaches you angry or upset, empathise with them. Say things like “Oh no!” And “so sorry this happened to you!” And “I’m happy to fix this for you”.
They will (90% of the time) come back much less angry. You’d be surprised how many upset customers I’ve turned into loyal fans just by returning or exchanging their product.
This method works for bad reviews too! Just get in touch and say that you want to make it right.
Are you looking for the exact scripts I use for customer service? I’ve got an entire article packed full of all my favorite Etsy snippets here! Use these to overhaul your customer service and increase your Etsy sales.
Get the Traffic Your Shop Deserves
Hey Guess What? Before I quit my job to sell on Etsy, I was an SEO Consultant for a Fortune 500 Company. I used Etsy tags to get my first 500 sales in less than 6 months. Wanna steal my tricks? Try SEO Bootcamp:
Thanks for Reading!
Hi there, my name is Jenni. You’re reading about the Etsy shop that freed me from the worst job I’ve ever had (and a lifetime of working for somebody else).
Find out what went down here.
Hey guess what? The exact tricks that got me 6-figures sales are waiting for you in the Ultimate Guide to Etsy. This is a 40-page, step-by-step MEGA tutorial that will help you strategize your way to more sales.