Happy Wednesday! This is Kim, with Fantastical Menagerie. Today I wanted to mention how to handle orders you receive both online and in person. We all get excited when others like what we make, and it translates into a sale. then the panic can set in. What next?
If its in person at a show, you make sure you get a full description of the order, and that the customer pays for both the item and the shipping. Make sure the shipping includes the cost of your time dropping it off at the post office, as well as the shipping boxes and wrap. This is called a handling charge. It would be a good idea to give them an estimate of when to expect their item, and discuss a way for them to approve it. I offer to email or text photos of them completed design. If this is an online order, make sure the listing specifies wait times. Give yourself enough time to complete the item, and if the customer is on a waiting list, they need to know this as well.
Once home, its a good idea to stick to the timeline you gave your customer. A good customer, satisfied with your service and quality of goods, is a repeat customer. If there is a delay, communicate it to them. Make sure you take well lit, accurate photos of the finished product for your own portfolio as well as for the customer’s approval of the project.
Once the project is completed and approved, you will need to wrap it securely, and mail it. I recommend purchasing postage online either through Paypal, or directly from the Post Office website. Both offer a discount from buying it in person, and will include tracking that you may have to pay extra for otherwise. Unless the item is small or not easily damaged, it is advisable to ship Priority if in the US. It provides included insurance up to $50, and an additional minimal amount for more expensive orders. You can use flat rate shipping, or use a small kitchen scale for shipping by weight. A digital scale is a small investment that will last a long time. My $20 Walmart purchase is more than six years old and still ticking!
Its not necessary, but adds to the overall appeal to make the wrapped package attractive and appealing. Our customers are buying handmade goods, and you want to make them feel as if they are getting a gift, and something with more meaning than a mass produced item. I once ordered a purse that arrived in a lovely clear bag, with ribbons, confetti, and a thank you card. It made such a big impression on me! It doesn’t have to be expensive. Bubble wrap, tissue paper, a business card/thank you card nicely wrapped can do the trick. I use ribbon and tissue, and then wrap the whole thing in bubble since my items are breakable. Some makers use cute stickers, or include a coupon code for a future order.
If the item is to be a gift, you can also include a small gift card for them to use. Vista Print and other online printers offer these in bulk, and they are a nice touch.
Once shipped, make sure if you have a tracking number you send it to the customer, and follow up to make sure it arrived. If you treat all your customers as if they are special, they will feel that way.