Have you ever been to a restaurant where they constantly messed up your order? They provided bad service, the food was awful, and nothing went well?
I recently had that experience when my family went to a brand new restaurant in town. We wanted to try it out for fun. But the food took forever to come out, and once it came out they messed up our order and had to remake the food all over again. On top of that, the new staff was very unprofessional.
All the manager could say to us was that they were so sorry, and that next time they would get it right.
"Next time? There won't be a next time."
Where we live in California, there are hundreds of restaurants to choose from. Why would we come back to this restaurant when there are so many other places where we had a good experience. It would be a waste of our time to come back to this place, when all they could say was sorry.
But they could have kept us as a customer if they had just put in a little effort, and made the "Here is a free dessert. Come back again for another meal on us." At least something to make us forget out bad experience and forget that we never want to come back again.
Starbucks does this. If they mess up your order, they fix it as fast as possible, and on top of that, they give you a free drink for your next visit - and they make it however you want. So instead of leaving unhappy, their customers actually leave a little happier than they would have been, because their experience was improved.
If you do not fix your customer's bad experiences, and make it better, then your Etsy Shop will die. Why would Etsy Customers want to come back to your Etsy Shop when there are literally millions of other shops on Etsy to choose from?
This is probably the most important thing you can do to set yourself apart from every other business. Good customer service makes or breaks a business every single time. There are not a lot of businesses that provide excellent customer service, and I can only think of a few: Apple, Starbucks, Zappos. But those are some of the most successful companies in the world. And people keep coming back because the experience is so much better than every other company out there.
So sit back and think about your Etsy Shop's customer service. Do you go above and beyond? Do you do everything you can think of to make their experience better than all the other Etsy Shops? Here are some things to consider:
- Do your Etsy Items need instructions to use? Do you provide instructions, or something to make your customers