It has been a while since I did a post of tips and tricks so here you go!
1. Reply to every email or message - Every email is important. Well, maybe not spam, but that isn't what I am talking about. When someone emails you a question, reply to them a.s.a.p. Whether it is a question or a comment, reply. It will build customer confidence if nothing else.
2. Always be polite and understanding - Let's face it, over any amount of time you will have a customer that is unhappy for some reason or another. The customer may not always be right but it is your job to make them happy. Sometimes it means going above and beyond. Sometimes it means loosing money. Sometimes it means a repeat customer.
3. The answer is yes - When someone asks if you can do something for them, a custom order, a modification, the answer is yes. It may mean working outside your normal realm of expertise. It might mean calling in help from a friend to get something done. The minute the answer is no, the sale is gone.
4. Mark your items as shipped - Even if it is after hours or on the weekend print a label and mark your item as shipped. You'll be amazed at your feedback about shipping fast! The only exception is for custom orders. There you should send a message letting the customer know you have their order and you're working on it.
That is it for the week. I hope you all have a great weekend! Feel free to add to the list here by leaving a comment. You can also email me at MarketMyShop@gmail.com
This is so true! In the case of vintage, many shops don't engage in conversations with customers who are looking to negotiate prices. The only thing worse than not responding is responding in a curt or insulted manner. Even if you don't negotiate or won't on a particular piece, it's an opportunity to explain the value, condition and/or history and make a sale!
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