If you’ve ever gotten a nasty feedback or low star rating from a buyer that could have been prevented – or if you live in fear of it happening – then listen up.
There is only one thing worse than bad, public feedback and that is bad, public feedback that could have been prevented. Which is like, nearly all — truly, most issues can be resolved if both parties are willing and educated on how to move forward.
More of a video lover? Click the yellow button to get access to the Vault of Excellent Extras where you’ll find a recorded scope on this same topic!
The tip I am about to give you will DRASTICALLY reduce the risk of Esy bad feedback, low shop ratings, or other public criticism.
Every single order you ship needs to include a pre printed card (biz card style, postcard style, something else — doesn’t matter) that has the following words on it:
Thank you so much for your order. Should you need to contact me for any reason, the best way to do so is via email (insert your email address here). Enjoy!
This simple card will do the following:
- Offer a helping hand at the point of possible problem. If there is an issue when the customer opens their package, they will know exactly what to do.
- Relay info without implying there is or would be a problem. Notice there is no negative language used.
- Divert the buyer away from the 3rd party platform. Wouldn’t you rather deal with a customer’s concerns via email than hash it out on Etsy? Or have them go straight to filing a claim or chargeback? I would! When you give them the open door to contact you, they will likely walk through it rather than have to open some other door themselves. Ya heard?
It has saved my butt a number of key times and since the scope I originally did on this topic, I’ve heard from others that it’s saved them too!
You can get cards made just about anywhere. I recommend VistaPrint (I don’t know why they get such a bad rep?), UPrinting or Moo (though moo can be a little pricer, they do offer some nice options that aren’t available elsewhere.) Just remember that ideally, this card doesn’t need to be used, so it might do directly to trash – but it’s a REALLY important part of your mailing, so don’t skip it.