Difficult customer?
what to do?
Hey its Pam From BenMcFuzzylugs
and its monday
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Advice for the small Etsy Artist and crafter
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So you have got a difficult customer? What do you do?
Difficult customers come in all different types
And sometimes you have got to think
Are they just being difficult?
For the sake of it - or do they have a valid point?
Sometimes a customer
Feedback can be really useful
and help you grow your shop
For example there have been quite a few posts on forums and message boards
People commenting that their customers have complained about
lettering on certain designs
They cant read what it says or R's look like I's
So although this might not be something that you see
This is what the customer is telling you that they see
This could be important feedback to tell you
perhaps you want to change the font you are using
Or in your photographs for your listing
make it very clear
Show all the different letters
Show some examples of how the more difficult ones
look together in a word
Because your customer is not going to be an expert on
Types of lettering
and their item might not turn out the way they were expecting it
based on the selection that you showed them
the other thing to do is if this is something that you have seen
that you have had a problem with a few times
you could send a proof to your customer for approval before printing
if you have done all these things
and the customer still isnt happy
have a look and see first of all
is this anything that is your fault?
For example if you are printing onto a natural substance such as wood
is there a change in the colour of the grane that is making your item
not stand out as well as it could have done
and if this is the case then perhaps
you might have to look into refunding the customer
because you didnt meet their expectations
But of course sometimes people are just difficult
If you have done everything you can to try and please them
Sometimes not everyone can be pleased
If you are going to refund an item, depending on your shop policy
but make sure they return the item to you and you have it in your hand
before you give them any money
because if they were just trying to scam you
Often they will suddenly decide they can live with the item
Rather than pay to ship it back (even tho you refund shipping)
they were mibby just looking for a freeby
Iwill say though, bad customers
are far far less than people lead you to believe
dont always assume what seems like a difficult customer
Is always a bad thing - a person can be very particular
about what they are looking for, but if you meet their specifications
If you are able to please them
It might just take a couple more emails
or a little more work, but then you might find out that
they are a fantastic repeat customer
Because you now understand what it is that they are looking for
So go that extra mile
A lot of my items are custom made, and I always send customers
photographs of the item
before I send it out to let me do any revisions
needed until they are happy