Yesterday on the podcast we talked about what to offer in a return policy. Today I wanted to take that further in talking specifically about FAQ pages and how they can help inform and reduce returns, exchanges and negative feedback, which is really important for customer retention and satisfaction.
Most larger retailers face in excess of 30% in returns in 2018, especially now that processes have been made even easier for customers and the cost of returns have vanished according to Steve Denis in Forbes magazine. So, it’s understandable that our small business customers expect the same rights.
And of course they should!
But how do we as self-employed artists, working from our spare room create a refund policy that works for both our financial interests and our customer’s growing expectation? Today we are going to look at just that!
There are 35.8 million active buyers on Etsy, 81% are repeat buyers according to DMR Business Statistics, that’s an awful lot of potential buyers for your craft products. So much is the potential that you need to present your best branded Etsy shop to woo buyers and show proof of your high level of customer service to convert them from lookers, to buyers. Etsy reviews is where your customers will look for proof.
Today in the podcast we are going to be talking about how to handle negative feedback in a way that shows potential customers how, even if things go wrong you can still produce the very best service and make it right. This goes a long way to helping build trust and customer retention.
Yesterday on the podcast we talked about customer retention and building it in a way that helps establish trust and a willingness to mention us via word of mouth advertising. Today I wanted to look at that further and dive into some really great things we can do for our customers this Christmas that will inspire them to buy again in the future and tell their friends!