How Many Times Should You Message Your Customer Post Purchase?

customer service is the backbone to any great Etsy business but especially if you're running a print-on-demand store you can do everything else right but if you don't make sure that your customers have the proper expectations they know what to expect and that they feel cared for then you won't get as many good reviews and your shop won't grow as fast in this video I'll walk you through how many times I think you should reach out to your customer after they purchase from you and exactly what you should say but if you're new here then hello my name is Cassie Johnson I am a full-time Etsy seller and have sold over seven hundred thousand dollars in revenue on Etsy since getting started in 2020. now that I've been doing Etsy almost three years now I can't believe it I have a lot more time on my hands so I've decided to use that time to teach people just like you here on YouTube how to start your very own print on demand business on Etsy just like me so please take a moment to subscribe to my channel if you want no fluff step-by-step tutorials of how you can grow your very own print on demand business so let's jump right into it the first time I think that you should message a customer is right after they order it's good to make contact right away so that way they know you are a small business and that you really appreciate their order but also set proper expectations of what they can expect from you to kind of head off any potential issues you might have in the future and build that relationship that if they want to leave you a bad review they're more likely to actually message you if there's an issue beforehand instead of going ahead and leaving a bad review in the first place I do have an exact message template that you can use or you can edit it to make it your own but this is a message you will be sending manually to each customer I know it will take a little bit longer but this will again be a more personal touch as well and you may not need to do this forever as you scale your business higher this is something that I really recommend doing in the beginning if you haven't started getting consistent sales especially so here is the message thank you so much for your order we are preparing your order for production and as soon as your item is ready to ship out we will send you over a tracking number please note if you ordered more than one item it may be shipped separately and you may receive more than one package and tracking so I include this because if you sell print on Demand with printify like I do then you may use multiple print providers so I use mainly Monster Digital or Swift pod for my t-shirts and sweatshirts but if I sell mugs I use a different company entirely and if a customer orders a T-shirt and a mug from me they will be shipped separate and if you don't warn the customer in advance then they will think that something's missing you've forgotten item and they'll feel upset when just one shows up alone so that's why I'm including that here just to cover all of the bases then it says please allow one to three business days from the time and item is shipped for movement to show on your tracking number I include this because sometimes the tracking number doesn't update for a few days and customers start to get anxious thinking you didn't really ship the item so if you give them this expectation right in the beginning then it takes away all of their anxiety and again now you're both on the same page then it says if you're happy with your item we'd love to receive your five star review we pride ourselves in making sure our customers love their items please be sure to reach out to us directly if you have any questions or issues with your order before leaving your review if you feel your item deserves less than five stars so we can help you if needed so this really sets the precedent that you want to be contacted if there's any issues and you're happy to make it right if there are so they don't have to leave you a bad review to get it fixed a lot of customers think that they have to leave a bad review and make a big stink or else they won't get what they want so including this helps give them peace of mind that if there's an issue you are going to be happy to make it right and just to message you so again this is trying to avoid getting those bad reviews in the first place hopefully if someone has an issue they just message you right in the first place you can get it fixed and avoid that bad review all together then I finish it off with thank you so much for supporting our small family run business we appreciate you very much then you can either sign your name or your company name team so this again really helps to drive home that you are a small family run business so that way again they feel bad leaving you a bad review this isn't the only type of message that you can send post purchase though again you're welcome to use the exact same messages as me and I'm going to link a digital download down in the description where you can sign up for my email list and get a copy of this exact message and the other one I'm going to give you as well but I know my friend Hannah Gardner who also has a great YouTube channel about Etsy did a customer service video recently where she shared a message that she sends actually trying to promote her social media and get people to follow her over on that platform so if you're trying to grow a social media following this could be another potential good one for you and this is the message that Hannah sends to her customers she says thank you so much for your purchase and support supporting our small business smiley face you can expect your item to ship in XYZ days we would love to continue sharing our small business Journey with you on Instagram please follow us now and message us the secret code XYZ code and we'll send you back an exclusive XYZ discount for your next purchase so this is a great incentive to get someone to come back and purchase with you again and she's just creating a coupon code within her Etsy store that she sends people that gives them an additional discount on their next purchase so I'll link Hannah's video down below for you as well since she had a great customer service video too but I think that could be another great option for a message to send post purchase the second time I recommend reaching out to your customers after they actually get delivery of the item to see how the delivery came and ask them to leave you a great review you can go into your shipped section of your orders on Etsy and on the right hand side you will see a filters bar where you can filter all the orders by what has has been delivered then again you'll manually go send each of your customers the following message asking for a review and seeing how their order was I would recommend saving both of these messages to your saved replies within Etsy that way it's just a one click of a button then send for each customer and you're not having to copy and paste or retype these out each time so just go into your messages and at the bottom you'll see all saved replies and go edit that and add both of these to it so the second message for asking for a review is I hope everything with your order showed up great I'm a pretty new seller on Etsy and would love if you could leave me feedback on my little shop to do this you would click on you at the top right of your page and then review your purchases we are also trying to include more photos in our listings if you would like to include a photo we would be so grateful thank you for supporting our small business now using this message I have generated about a 25 review return after for sending it so again this is a great way to supercharge your store especially in the beginning and really grow that social proof and get more reviews for customers to look at and know they're going to get a great product from you once they buy it Etsy also recognizes when listings are getting a lot of great reviews from customers and they'll be more likely to promote your listings to other customers because they only make money when we make money and when customers love products they know other customers are likely to love them too so make sure that you are asking for those reviews and that when you get bad reviews you're messaging those customers to try and make it right to get those switched over to good reviews as well because on Etsy reviews are a very important part of growing your business I know so far this has all been really manual processes to have to message the customers but again eventually once your Shop's bigger you may not have the time to be sending these messages to everyone so there are a few things that you can set up that are automated as well so you can go into your essay shop and you'll come to settings you'll go to info and appearance and right now I'm just in my mock-up store stop Mock and roll that I use for examples in my Etsy business and I do have a 20 off coupon code for you down in the description if you do need any mock-ups so the first thing is an order receipt Banner so here you can see when you purchase from my shop I think this shows up in their email it says thank you for your purchase and has pictures of other items but you could even include right on here extra words like if for your next purchase thank you so much use this code for an additional five percent off 25 off what have you to really help to promote people coming back and shopping with you again to create this you would just go into canva and create a document that is 760 pixels by 100 pixels and then you can use canvas templates to actually make a beautiful little order receipt Banner so here's one really good example so you can just come over to the templates when you actually create that document the 760 by 100 and there's lots of different templates that you can use for your business so this one right here was actually just a cute template right here and to create that it actually has these little picture frames all you do is upload pictures of your products and you can drag them right into these little frame boxes so really in just a few seconds you can have a great little order receipt banner and here you can see you can add different words like use code thank you for 25 off your next order you can change the fonts and the colors to match the rest of your branding this is just one cute extra step to make sure that you are giving that Personal Touch to your customers so then coming down here to the bottom you can set up a shop announcement so here I offer bundle discounts in my mock-up store so this is going to show up at the top of your Etsy account when they go to your Etsy store and tell them what additional discounts you have or additional information you want them to know and you can also include a message to buyers so you could even include that same message that I'm having you manually send your customers and include it right here or if you're a digital shop you can include it in this box and that's going to send them that message through the Etsy email so not quite as personal they may kind of send that to spam or delete it it's not as good as sending an actual personal message on Etsy but it'll still be a good extra step to make sure that you're setting again those proper expectations and giving that Personal Touch to your shopping experience the real moral of this video is to try and be proactive with your customer service instead of reactive and I want you to try and value patience and persistence with your business overnight successes and quick hacks I believe that real growth comes from continuous small steps not from overworking yourself to the bone and even if you don't believe in yourself right now or no one you know believes in you know that I am here believing in you in rooting for you and you really can do this and as always thank you for watching all the way until the end and I'll see you in the next one [Music]

Channel: Cassiy Johnson

Views: 10,006

Keywords: etsy customer service, selling on etsy for beginners, how to sell on etsy, etsy print on demand 2023, print on demand 2023, print on demand, etsy print on demand, etsy sellers, etsy success, how to make money on Etsy, etsy tutorial

Id: NxL9EfjBIgA

Length: 11min 16sec (676 seconds)

Published: Tue Mar 28 2023