Share Your Shop

I wanted to give you all the opportunity to share your shop today. So, in the comments put the URL of your shop or Facebook fan page. This gives you the opportunity to share your shop with someone who might not have actually seen it through other means. Give a one sentence description of the goods you have available.

I'll start with mine:

Tangled Metal has Steampunk and chainmail jewelry, accessories, fashion and home decor.
http://tangledmetal.etsy.com
http://tangledmetal.artfire.com
http://www.facebook.com/tangledmetal

10 Customer Service Tips

Good customer service is the key to making sales. People tend to ask questions before they buy and your answers and attitude can mean the difference between a sale or never hearing from them again. Here are 10 things you can do to help make your customer's experience a positive one.

1. Offer shipping options in your Shipping Policy.  Priority, Express, FedEx and UPS cost more but the customer may be willing to pay to get it faster, especially around the Holidays.

2. If you make jewelry give the customer the option to modify the size. Allowing someone to make a 7" bracelet 6 1/2" could mean the difference in a sale or not.

3. Offer a different color option in your listing. As long as you can make something in different colors offer it.

4. Send a freebie with your order. A small gift can create a repeat customer.

5. Put links to shop sections in your listings. Make it easy for your customer to browse.

6. Theme your "Thank You" notes. If a Holiday is near wish them a happy whatever. If no Holiday is near tell you customer "Hope you're having a great Summer!"

7. When someone asks if you can do something, modification, change color or something else and you can do it, be sure to make a call to action. "Yes, I would be happy to. When you order please put that in your comment so I will remember who you are."

8. Follow up if you do not understand. Sometime you'll get a note attached to an order that you just do not understand. When in doubt, ask. Get on the same page.

9. If you can't do something suggest someone who can. A customer will remember when you helped them out with something. Plus, it helps your fellow sellers out.

10. Be sure to address the entire email someone sends you. Nothing is more frustrating than to have all but one question answered. It could turn a potential customer off.

Etsy Surprise Etsy Search Ads

By now most of you know the surprise, Etsy is launching their new Search Ads. More than likely you have already signed up but is your shop ready? Are your pictures perfect? Is your title relevant? Are your tags good? Are your descriptions informative and engaging? It is never too late.

The first thing people will see in your new ad is your picture. If you do nothing else, make sure your first picture is a great one. Make sure it is clear and easy to tell what it is. Make sure the background isn't too busy and distracting. Make it look like the pictures you see in front page treasuries on Etsy.

Though it hasn't been said, I am guessing that the title will at least partially show up under the picture in the ad like regular in search. make sure that your first three words are accurate for your image and contain relevant key words. You probably already have done this when you were optimizing but check to make sure.

Your tags are going to be used to decide when to place your ad. Make sure your keywords are ones that would cause customers to find you anyway. This will help with items that have a lot of competition like Steampunk jewelry. Etsy created a list of keywords that are searched a lot and made a list along with a description of how pricing plays into it. Search Ad Keyword Pricing It might be a good idea to look at this list for ideas on keywords. I know I did.

Lastly, the description is what is going to convert your lookers into your buyers. Describe the item. Describe the shape, the feel, the measurements, how it works, how it was created and how it will make your customer feel. That is right, describe the emotional response your customers will have by putting it on, using it, looking at it, smelling it, etc. That is the way to sell the item, describe why they need it.

I know this is a lot to take in on a Monday morning. It was a lot to write! As always please let me know if you have questions or comments either here or via email at MarketMyShop@gmail.com

I am starting to get the website together but it is not even to a point of uploading yet. I will let you all know when it is done. Hopefully before the Holidays.

Word Of Mouth Advertising

The very best form of advertising is word of mouth. You just cannot beat it when someone recommends your product or service to someone. This gives your shop an endorsement of someone who has dealt with you. This is the kind of advertising that we all want. How do you get it?

It does not matter if you are in front of your customer at a show or emailing half a world a way, there are some important things to always remember. The customer may not always be right, but they should always be treated with respect. You cannot make every customer happy but it should be your goal to always try.

Always be up front with them. If you set a time for delivery of a custom product, either deliver on the day stated or contact them BEFORE the deadline to let them know if there is a problem and find out how they would like you to proceed. People are much more forgiving if you let them know that there will be a delay before a deadline. That way, if the item was a gift or time sensitive they have time to figure out if they will have time to get it to the recipient or if they need their money back. Even if you end up issuing a refund, chances are you have not burned any bridges and the customer will remember your honesty and order from you again one day.

The point is, you must go above and beyond at every step of the way to help your customer to remember just how good you and your product are. The better you treat them, the more likely they will be to spread the word. I leave you today with a few tips that may not always help but surely couldn't hurt.

1. Put more than one business card in every order you send out, especially during the holiday season.

2. Take the time to write a thank you note in every order. If your handwriting is hard to read, at least print off a note. Either way, sign it by hand.

3. Offer a discount code to customers that spend money with you. If they buy a $2 product or if they buy a $500 product. 10% off isn't going to break the bank for you and it could mean a repeat customer.

4. Answer questions as soon as you get them.

5. Ask your customer if they would like to be added to your mailing list for snail mail or email or both. Believe me, getting a Holiday card in the mail will be something your customer will remember forever.

6. Follow up. After you are sure the package has arrived, send an email asking how they liked the product and maybe remind them to enter some feedback for you.

7. Be polite. If you are a grumpy person before coffee, answer emails after coffee.

Please feel free to help add to this list with some comments.