As a maker of custom handmade items, you know that each piece is unique and requires attention to detail. Customers might not always understand this and communication is key to bridging this gap.
Setting the Stage: Initial Communication
When a customer places an order for a custom handmade item, it's essential to set the stage for what they can expect. Ideally this happens before purchase but it's better to set expectations again through your messaging platform.
- Emphasize your dedication to a custom piece: Reminding the customer that this is high quality work FIRST will soften further information about possible delays.
- Clearly outlining the steps: Explain the high level steps and how you'll message them for change approval and progress updates.
- Dates Up Front: Get any critical dates up front and be sure to include shipping time. Everyone benefits by asking if there is a specific date up front.
- Communication: Test out your communication channel early to ensure that the customer is responsive. Telling a customer your response time is a good way to establish what an appropriate response time is for replying to your messages as well.
The Storm: Unforeseen Changes
There are unforeseen problems with any project, the test is how you handle and overcome them. "The Customer is always right in matters of taste" as they say, meaning
- always give your professional preference for which option is better
- some decisions only the customer can approve (according to their taste) When problems arise
- Inform(Bad): If there's a delay or change and no option is available, share that right away (both that there is a delay or change and that it's unavoidable)
- Inform(Good): Successes too should be shared, if only to balance out any bad news.
- Request Decision: When a decision needs to be made by the customer, make the options very clear to prevent the temptation to change the project more than is needed.
- Stick the Landing: Studies have shown that the ending disproportionately affects sentiment. Try to give more good news towards the end and ensure the best customer experience in the last 10% of the project.
Feedback: Return Sales
Continue the engagement established during your customer's order after it's delivered.
- This time next year?: check in around the same time next year if the item was for a seasonal event
- Epilogue: after a few weeks, ask the customer for a review, feedback, or photos of the item
- Experience: a polished communication experience can stick in the mind of a customer, resulting in referrals or additional orders