Be Friendly & Professional

As a handmade business, customers expect to talk to a human, not a robot. Avoid being too formal; Keep it friendly and professional: a simple “how are you?” or “hope you’re doing well!” goes a long way.

Reply In A Timely Manner

Customers appreciate a quick response, as it shows that you care about their business. Customers are more likely to buy from a shop that can help them with their question quickly.

Some ways you can do that include installing the Etsy app on your phone, setting up auto-reply and saved message templates, etc.

Keep Messages Short & To The Point

You should keep your messages short and to the point. Avoid rambling on, as this can be confusing and lead to frustration.

Give Clear Steps When Asking Customers To Do Something

When asking customers to take a specific action, make sure to provide clear, step-by-step instructions. Consider using bullet points or a numbered list to break down the process and ensure that customers understand what's expected of them. This will help to prevent confusion and ensure that customers are able to complete the task successfully.

Empathise With Customers

Empathy can go a long way in building a positive relationship with customers, especially in situations with unhappy customers. You can use phrases like "I understand your frustration" or "I understand your situation" to show that you're on their side.

Keep Your Promises & Deliver On Them

Customers value reliability and trustworthiness, so it's essential to keep your promises and deliver on your commitments.

Take Customer Feedback & Suggestions

A feedback-focused approach is great because it allows you to improve customer experience continuously. While you can actively ask for feedback, another approach is to pay attention to the enquiries and concerns customers have, and use them to improve your shop like putting common concerns in FAQ and product description.

You Can’t Thank Customers Enough

Thanking customers for their support, feedback, and patience is a simple but powerful way to show that you appreciate their business.

Be Proactive & Follow Up With Customers

Proactive customer service is key to building a positive relationship with customers. Consider sending a follow-up message after each order to ask how customers are enjoying the product, and be sure to follow up with customers if there are any issues with their order.

Be Honest

Customers appreciate transparency and honesty, so be sure to provide accurate and complete information about your products, policies, and procedures. Even in difficult situations, honesty is the best policy, as it helps to build trust and demonstrate that you're committed to providing a positive experience.

Be Consistent Across Different Customer Service Channels

It’s important for your interactions with customers to be consistent across different channels, which include Etsy messages, emails, social media, order inserts, etc. Not being consistent across different customer service channels can risk confusing customers. Or worse, a loss of sales.

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