Running a craft business seems like a dream come true. Who doesn’t want to make money from doing something they enjoy, especially when it comes to creating with their own two hands. As with any business though, the crafter has to remember that they still answer to someone. That person is the customer. Keeping your customer experience at the forefront of your mind will help to greatly contribute to your overall craft business success. The following compilation of customer service quotes from great business leaders of our time will help inspire your own personal reflection of current customer practices and policies within your craft business.
“You are serving a customer, not a life sentence. Learn how to enjoy your work.” – Laurie McIntosh
To be successful in any business environment, you need to first love what you do. Some may find that they enjoy the crafting side of the business, but not the operational side. A part of your success relies upon your ability to answer customer questions and deal with customer complaints. As a crafter on a site like Etsy, you may find yourself dealing with custom product requests. Realizing that dealing with your customers may account for 30% of your business, you will soon find growing success.
“Your best customers leave quite an impression. Do the same and they won’t leave.” – SAP Ad
Every sale may make an impression on you, especially when you quickly realize that people from around the world take the time to hit the checkout button for your unique one of a kind creation. In order to retain customers and get them to come back, leave an impression on them they will not forget. This lasting impression is mostly made in your packaging and shipping. Take the extra step to personalize your packaging and handwrite a note of appreciation for the purchase.
“Customers don’t expect you to be perfect. They expect you to fix things when they go wrong.” – Donald Porter, V.P. British Airways
If something goes wrong, don’t fret. Many new craft sellers try to over think every possible scenario that can go wrong and look for ways to address it in their policies and outline what it is they won’t and will do before even seeing sales rolling in. The successful craft business focuses more on addressing one issue at a time as they arise and ensure it becomes fixed.
“Your customer doesn’t care how much you know until they know how much you care.” – Damon Richards
Actions speak louder than words. You can successfully communicate this message to your customers by thinking of them ahead of time before a question even arises. Know and understand their needs.
“Unless you have 100% customer satisfaction… you must improve.” – SAP Ad
You never want to be at 100% because you should never stop looking for ways to improve. This applies to your product, marketing, and customer service. An ever changing and evolving business allows itself to be well equipped to meet future needs and adapt as needed.
“The goal as a company is to have customer service that is not just the best but legendary.” – Sam Walton, Founder of Wal-Mart
You don’t have to be the best in the business to get your customers coming back. You just need to make an impact on each individual, helping to make your brand and business memorable.
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
While many business owners may dwell that unruly and dissatisfied customer, it is the most unhappy ones that serve as your greatest experience. Take the encounter as a personal lesson that allows you to reflect upon how you could have changed the experience and prevent that level of dissatisfaction from recurring.
“Under promise and over deliver.” – Toby Bloomberg
Do not brag about your success but maintain a humble business practice. This allows you to continually over deliver to your customer. Implement outreach strategies and exceed normal expectation.
“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.” – Jeff Bezos, CEO of Amazon.com
Even in the technological age, word of mouth is extremely powerful. Whether this is impacted through customer reviews online or social media feedback shares, one dissatisfied customer can cost the loss of dozens more.
“Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1.” – Stew Leonard, CEO of Stew Leonard’s
You can lay a path to success if you keep one thing in mind. The customer is always right and do what is needed to let them remember that.
“Customer satisfaction is worthless. Customer loyalty is priceless.” – Jeffrey Gitomer
It can cost a business more to obtain a new customer, versus maintaining a loyal one. This can become priceless to your business marketing efforts, allowing you to invest less and obtain an every growing amount of revenue.
“Good customer service costs less than bad customer service.” – Sally Gronow, Welsh Water
The time and costs involved in providing a positive experience can outweigh the costs of a bad reputation. Remember that good customer service should always be a priority to your craft business to help you seek more success in the future.