Buyers often discover Etsy for the first time during the holidays. There are so many ways you can add a personal touch or create a meaningful connection with buyers and gift recipients, including with your unique items, customer service, packaging, thank-you notes, and other delightful details. The authentic connections you make showcase the heart of Etsy, reflect our mission to keep commerce human, and create a bit of holiday magic to help build loyalty for your shop.
A little preparation can go a long way to making these extra efforts easier. Read on for tips from five Etsy sellers about how to offer the best possible customer service and a positive buying experience, even during a busy season.
Shipping with confidence
Everyone wants their gift to arrive in time for that special day. Though you can’t always control what happens after you hand your package off to the carrier, there are steps you can take to minimize the potential for shipping troubles.
An organized production and packaging process can relieve some of the pressure to ship on time. “If your items vary in size, figure out how each of them should be packed and shipped so you can stock up on the right boxes or envelopes,” says Yordan of Bulgaria-based leather goods shop DiGeordie. Yordan thinks of it as an investment that saves him time later.
Depending on what you sell, setting expectations for delivery dates can be a challenge. Jewelry-maker Nadirah of Etsy shop Aquarian Thoughts in New Jersey suggests using cut-off dates based on your shipping carrier’s delivery times, and detailing this information in your shop banner, shop announcement, and the listing itself. “My number one piece of advice is to let buyers know you can’t guarantee delivery dates but you’ll ship the item as promised in your shop policies.”
For a seller like Candice Luter, who makes wall hangings and mirrors in her eponymous home decor shop out of Iowa, lead times are trickier. “I’m always very upfront since our production time varies by item,” she says. “We prepare for the worst and tack on extra time within our listed lead times.” Candice includes tracking information for every order and upgrades to priority shipping free of charge if there’s a delay. Some sellers recommend offering express delivery options, while others opt to exclusively ship express during the holidays.
Quick and clear communication
Everyone appreciates a prompt reply to questions about an online purchase, but the holiday season can make things feel even more urgent than usual. “I try to answer questions within 24 hours,” says Nadirah. If you’re short on time, some sellers use the quick replies tool to answer common questions quickly. “I have a file of responses that I customize,” says Rheal, who runs home goods shop Made By Rheal in California and uses they/them pronouns. “Basic scripts make it easier to communicate, especially when it’s just you on the other end of an army of inquiries.”
If you accept custom orders or sell items at higher price points, consistent communication is especially crucial. As a maker who does both, Candice has learned the importance of thoughtful correspondence. “Having one-on-one conversations makes them feel more confident and comfortable with their purchase,” says Candice. What really sets Candice apart, though, is her communication style. “Talking to customers like they’re my friends has been my not-so-secret key,” she says. Candice is a firm believer in treating shoppers like family as a way to show how much she values them.
Good communication also comes in handy when unforeseen issues arise. Rheal faced a challenge with delayed shipments during the COVID-19 lockdown. “I contacted customers immediately and 99% were OK with waiting,” they say. “Some asked for a refund but they were thankful for the prompt information.” Rheal even included a 15% off coupon for a future order to incentivize shoppers to return another time.
Packaging with purpose
One way to make a lasting impression on a customer is in the presentation of the item itself. “I enjoy the idea of giving my buyers an experience when they open their package,” says Nadirah. She hopes that her beautiful packaging makes customers feel like they’re receiving a special gift, even if they bought it for themselves.
Little personal touches make a big impact for Rheal. “Because of the nature of my work, I’m able to add extras and miniatures to orders, which helps create a meaningful, memorable experience,” they say. Freebies like stickers or discount codes can also be effective in keeping your shop top of mind for buyers. “I find it’s the small things that customers remember the most,” says Rheal.
Going above and beyond
When things don’t go according to plan, it’s easy to get stressed out and overwhelmed. But sometimes these situations turn into opportunities to show up for your customers. Nadirah took that approach when she received a message from a customer who was disappointed that the gift he bought for his daughter’s birthday wouldn’t arrive in time. Though she offered him a refund, Nadirah asked if he would let her fulfill the order and he agreed. She made the ring and sent it out that same day. The package arrived the next morning and the customer was thrilled. “His daughter loved it and he sent me a sweet email thanking me and promising to return in the future,” says Nadirah. To her, it was worth it to put in the extra effort to turn his experience around.
Etsy sellers not only put their hearts into their items, they look for ways to incorporate thoughtful touches and kind actions to delight buyers and create holiday magic. Thank you for helping to keep commerce human and spread cheer and creativity around the globe!
Words by Etsy Staff
