What to do when mistakes happen.
Mistakes Happen
Her 3 consecutive messages let me know how unhappy she was.
Although she loved the items she received, she was upset because she thought her order included more.
After reading her concerns, I had a decision to make.
Should I reply with screenshots of why she was wrong?
Should I ignore her and pretend I never saw her messages?
Or maybe I should tell her to return the order for a partial refund.
I could’ve done any of those…if I wanted to lose a customer and get a horrible review!
A Better Way
So, what did I do instead?
I messaged her back, right away.
We messaged back and forth to figure out what went wrong.
I told her I understood why she was confused.
And I offered to fix the problem.
You Don’t Have to Be Right.
So, what happened at the end of this story?
She thanked me.
She told me I was right.
And she placed another order for the additional items she wanted.
This could’ve turned out very differently, but after running my own business for over 10 years, I’ve learned the importance of offering great customer service.
Customer Service for the Win!
If you want to run a successful Etsy business, you’ll need to learn the skills for handling unhappy customers.
It doesn’t matter who’s in the wrong.
Your job is to make your customer’s experience with your shop the very best it possibly can be.
This means learning how to take your feelings out of the situation so you can handle your customer with grace, understanding, and a willingness to help them as best as you can.
Don’t get nervous or angry when an upset customer reaches out to tell you. Use that situation to serve and delight your customer so they’ll always remember how incredible it was to work with you!
P.S. Whenever you’re ready to take action and crush your Etsy goals here are 2 ways I can help:
- Join the FREE Maker’s Business Coaching skool Community to connect with me and other Etsy sellers as you learn how to make the most of selling on Etsy.
- Grab my “Etsy Shop-Brand Toolkit“. This toolkit that will help you create a brand for your shop so it looks polished and put together (with video tutorials and Canva templates to make it as easy as possible!).
