Customers are people too !
I like to try to treat my customers well - the way I expect to be treated.
I want to know what they want and/or need so that I can offer it to them if possible.
Contents at a Glance
- If you want your customers to feel valued,
- How to be an open book that your customers will want to read:
- Customers DO read you know
If you want your customers to feel valued,
then - treat them that way.
Here are a few of my business tips:
Be honest, be on time, and be careful to treat each order with the mind that it is the most important order you have that day.
Sometimes things do come up that cause you to be late in fulfilling an order on time - just let the customer know what is going on, what you are doing about it and when you will be able to get on it.
In my business, I deal quite a bit in All Natural Products so I try to be very transparent about how I do things to give my customers and prospective customers all of the information that they need to decide for themselves what they consider as "Natural".
Also, due to most of my products being All Natural bath-beauty Products, I make small batches because I use my own homegrown herbs/flowers/fruits... from my organic gardens and I only have so much to work with.
For example, I pick my lilacs and make soap from an infusion of the blossoms which gives me softly scented lilac soaps.
I also want to make a lilac perfume this coming Spring when I harvest more flowers.
Being that I only have so many lilacs and so many days of harvesting and only so much time in a day... there is only a limited number of product that I can make.
So, I ask my customers to let me know what they are running low on and what they need so that I can plan ahead as to what kinds of herbs and flowers... that I need to plant more of in my gardens and yard.
My regular customers become as part of my family so I send them photos of my gardens and things via my newsletter.
Be honest, be on time, and be careful to treat each order with the mind that it is the most important order you have that day.
Sometimes things do come up that cause you to be late in fulfilling an order on time - just let the customer know what is going on, what you are doing about it and when you will be able to get on it.
In my business, I deal quite a bit in All Natural Products so I try to be very transparent about how I do things to give my customers and prospective customers all of the information that they need to decide for themselves what they consider as "Natural".
Also, due to most of my products being All Natural bath-beauty Products, I make small batches because I use my own homegrown herbs/flowers/fruits... from my organic gardens and I only have so much to work with.
For example, I pick my lilacs and make soap from an infusion of the blossoms which gives me softly scented lilac soaps.
I also want to make a lilac perfume this coming Spring when I harvest more flowers.
Being that I only have so many lilacs and so many days of harvesting and only so much time in a day... there is only a limited number of product that I can make.
So, I ask my customers to let me know what they are running low on and what they need so that I can plan ahead as to what kinds of herbs and flowers... that I need to plant more of in my gardens and yard.
My regular customers become as part of my family so I send them photos of my gardens and things via my newsletter.
How to be an open book that your customers will want to read:
Give them the facts, but also a little of your personality and rationale too
As I wrote eariier, for my type of business I feel it is extremely important to do everything I can to let my customers get to know me, what I do, and why I do things in a certain way... to gain their trust.
There are so many folks out there selling in cyberspace and on store shelves who claim to have "natural" products and yet the scope of what is called "natural" is wide indeed.
It is up to the customer to decide what they want so I say no harm no foul IF your customers know exactly what they are getting.
The problem comes about when customers have no idea what questions they should be asking so that they can make a solid decision based on their own definition of "natural" - not the sellers definition of what it is.
I work very hard to be upfront about me and my products - I AM my brand - which to be honest doesn't matter that much to the average consumer, BUT to someone who has allergies or simply knows a thing or two about the ingredients used in the bath/beauty industy - having the information clear and up front can make all the difference.
I write for gather.com, Squidoo, my own blogs, and website, my store website, several yahoo groups, several PlumDrop groups, the Seller's Lounge... and I have gotten many customers though those avenues because the readers got to know ME and to feel confident in buying from me because they could see the way I live, what I believe, and how I think due to having all of these places to "check up on me" to see if I am what I say or just blowing smoke.
As I said, most people likely do not have to be so transparent, but being in the All Natural product market where there is either no proof or VERY expensive proof (that I can't afford to get) of what we are offering to our customers - I feel a need to be as transparent as possible.
I even invite folks to tour my gardens if they are in the area and I take lots of photos too to show that I do indeed grow most of my own herbs, flowers, fruits, nuts, veggies... and have pets, and compost, and even have a few messes that need cleaned up - LOL
Organically Yours,
Diana
http://organicgiftsbydiana.mybisi.com/
http://www.squidoo.com/AllNaturalPerfume
There are so many folks out there selling in cyberspace and on store shelves who claim to have "natural" products and yet the scope of what is called "natural" is wide indeed.
It is up to the customer to decide what they want so I say no harm no foul IF your customers know exactly what they are getting.
The problem comes about when customers have no idea what questions they should be asking so that they can make a solid decision based on their own definition of "natural" - not the sellers definition of what it is.
I work very hard to be upfront about me and my products - I AM my brand - which to be honest doesn't matter that much to the average consumer, BUT to someone who has allergies or simply knows a thing or two about the ingredients used in the bath/beauty industy - having the information clear and up front can make all the difference.
I write for gather.com, Squidoo, my own blogs, and website, my store website, several yahoo groups, several PlumDrop groups, the Seller's Lounge... and I have gotten many customers though those avenues because the readers got to know ME and to feel confident in buying from me because they could see the way I live, what I believe, and how I think due to having all of these places to "check up on me" to see if I am what I say or just blowing smoke.
As I said, most people likely do not have to be so transparent, but being in the All Natural product market where there is either no proof or VERY expensive proof (that I can't afford to get) of what we are offering to our customers - I feel a need to be as transparent as possible.
I even invite folks to tour my gardens if they are in the area and I take lots of photos too to show that I do indeed grow most of my own herbs, flowers, fruits, nuts, veggies... and have pets, and compost, and even have a few messes that need cleaned up - LOL
Organically Yours,
Diana
http://organicgiftsbydiana.mybisi.com/
http://www.squidoo.com/AllNaturalPerfume
Customers DO read you know
We need to be aware that potential customers may see our blogs/Twitter/FaceBook/Squidoo... so we want to be careful what we write and with whom we associate.
Of course, giving out a little bit of personal information or being a little silly every once in a while or having one or two "odd" associates shouldn't hurt us because we can't be expected to be perfect business people every second. Also, sometimes it is nice to show our human side.
But, we want to watch that we don't make our customers think poorly of us because of who or what they could see on our pages.
Don't feel that you HAVE to link to someone because they ask you to - or that just because they connect to your page (or "follow" you) that you have to return the favor.
Look at their content first - is it good content that meshes well with yours - or at the very least, it is not offensive ?
If you like what you see, then by all means connect back to them.
Just remember, customers DO surf the net and read our pages - so be careful as to what they find in them.
It is just like our Mom's used to say - "People think you are who you hang out with"
Of course, giving out a little bit of personal information or being a little silly every once in a while or having one or two "odd" associates shouldn't hurt us because we can't be expected to be perfect business people every second. Also, sometimes it is nice to show our human side.
But, we want to watch that we don't make our customers think poorly of us because of who or what they could see on our pages.
Don't feel that you HAVE to link to someone because they ask you to - or that just because they connect to your page (or "follow" you) that you have to return the favor.
Look at their content first - is it good content that meshes well with yours - or at the very least, it is not offensive ?
If you like what you see, then by all means connect back to them.
Just remember, customers DO surf the net and read our pages - so be careful as to what they find in them.
It is just like our Mom's used to say - "People think you are who you hang out with"
How do you handle trying to get your business noticed online ?
There are so many communities and forums... that a store owner can join and even add a link - BUT should it end there ?
I hope not.
That would be similar to standing on the side of the road and throwing 1,000 of your business cards up in the air and then expecting sales that way.
Yes, you might get a few sales, but it really wont be worth your time and it would waste your resources.
So, what to do ?
Make a real connection both in person AND online.
Join groups that you are interested in, participate, answer questions and try to help out, make friends.
Try to confine your link to your signature if you are allowed to have one.
There is nothing wrong with promoting your business as long as it isn't the main reason for being there. People see right through that and wont give you a second look.
Being in a community/Forum/Group/Club/Chamber of Commerce... is the same as joining in anywhere else in that there are those who really join in whenever possible and do all of the above and also get the benefits from it such as friends/answers to their questions too/and sales.
Then, there are those who just "friend" everyone (or throw business cards at them) and join every group, leave links and coupons... everywhere, BUT do not really join in the conversations or try to help anyone else - BUT complain about sales - LOL
Doing the good things above will not make you a millionaire, but the more folks get to know you - the more they trust you - and then the more they refer you to their friends - and if they themselves need/want what you have, then they may become a customer too.
Buying online is the same as buying in person.
If I am window shopping and see two stores side-by-side selling the same types of items - how do I decide which to enter ?
Which one looks most appealing to me, more organized, safer, friendlier and seems to have something for which I have been looking ???
Now, just because I went in - doesn't mean I will stay very long or buy.
How am I welcomed ?
How well are the products arranged on the shelves ?
Are they clearly marked with the ingredients/uses... (or did you try to skirt the issue and just say "Natural ingredients" without naming them) ?
And what about the price - is it clearly marked ?
What are your policies ?
What do you stand for and what do you support and how ?
If I have a question about something, is an effort made to HELP me - or will you just brush me off or even worse try to placate me ?
Do I feel valued as a customer or do I think that you just want my money ?
For most of us, shopping is an experience and we want it to be a good one.
Yes, of course sometimes we buy because we need something (soap, tissues, milk...), but if given two choices we will choose to be where we we feel valued
So, Which kind of store do we want our store (online or a B & M store) to be and how are we going about trying to make it that way ?
_________________
Organically Yours,
Diana
http://organicgiftsbydiana.mybisi.com/
That would be similar to standing on the side of the road and throwing 1,000 of your business cards up in the air and then expecting sales that way.
Yes, you might get a few sales, but it really wont be worth your time and it would waste your resources.
So, what to do ?
Make a real connection both in person AND online.
Join groups that you are interested in, participate, answer questions and try to help out, make friends.
Try to confine your link to your signature if you are allowed to have one.
There is nothing wrong with promoting your business as long as it isn't the main reason for being there. People see right through that and wont give you a second look.
Being in a community/Forum/Group/Club/Chamber of Commerce... is the same as joining in anywhere else in that there are those who really join in whenever possible and do all of the above and also get the benefits from it such as friends/answers to their questions too/and sales.
Then, there are those who just "friend" everyone (or throw business cards at them) and join every group, leave links and coupons... everywhere, BUT do not really join in the conversations or try to help anyone else - BUT complain about sales - LOL
Doing the good things above will not make you a millionaire, but the more folks get to know you - the more they trust you - and then the more they refer you to their friends - and if they themselves need/want what you have, then they may become a customer too.
Buying online is the same as buying in person.
If I am window shopping and see two stores side-by-side selling the same types of items - how do I decide which to enter ?
Which one looks most appealing to me, more organized, safer, friendlier and seems to have something for which I have been looking ???
Now, just because I went in - doesn't mean I will stay very long or buy.
How am I welcomed ?
How well are the products arranged on the shelves ?
Are they clearly marked with the ingredients/uses... (or did you try to skirt the issue and just say "Natural ingredients" without naming them) ?
And what about the price - is it clearly marked ?
What are your policies ?
What do you stand for and what do you support and how ?
If I have a question about something, is an effort made to HELP me - or will you just brush me off or even worse try to placate me ?
Do I feel valued as a customer or do I think that you just want my money ?
For most of us, shopping is an experience and we want it to be a good one.
Yes, of course sometimes we buy because we need something (soap, tissues, milk...), but if given two choices we will choose to be where we we feel valued
So, Which kind of store do we want our store (online or a B & M store) to be and how are we going about trying to make it that way ?
_________________
Organically Yours,
Diana
http://organicgiftsbydiana.mybisi.com/
Do you appreciate it when a seller cares about your feedback ?
Below is an email that I sent out to my customers:
Here is an email that I sent out to customers :
Hello again,
I just wanted to check in to let you know that I will be restocking soon.
My mom has had her cancer come back and it is everywhere so I have been a little preoccupied with that.
I am working on adding more perfumes, herb/flower-filled neck and eye pillows and of course more sachets too.
I still need to make more room-scenting pillows and shoe sachets among other things too.
Being only one person, I wanted to ask all of my customers what they were waiting on (if anything) so that I could work on those items first.
Please let me know.
Thank you and have a good day.
Organically Yours,
Diana
My virtual storefront:
http://organicgiftsbydiana.mybisi.com/
My main informational website :
http://www.dianascraft-antiqueshop.4t.com
My Squidoo :
http://www.squidoo.com/OrganicandNatural
Hello again,
I just wanted to check in to let you know that I will be restocking soon.
My mom has had her cancer come back and it is everywhere so I have been a little preoccupied with that.
I am working on adding more perfumes, herb/flower-filled neck and eye pillows and of course more sachets too.
I still need to make more room-scenting pillows and shoe sachets among other things too.
Being only one person, I wanted to ask all of my customers what they were waiting on (if anything) so that I could work on those items first.
Please let me know.
Thank you and have a good day.
Organically Yours,
Diana
My virtual storefront:
http://organicgiftsbydiana.mybisi.com/
My main informational website :
http://www.dianascraft-antiqueshop.4t.com
My Squidoo :
http://www.squidoo.com/OrganicandNatural
Well, What did you think ?
Would you like to be able to give feedback where you buy your items ?
My customers like the special care that I try to show to each of them.
This is why I want to keep my business on the smallish side - so that I can continue to treat each of my customers as if they are important to me - because they are.
I have added a newsletter now and here is the information :
"Want to learn about my new products and coupons or other specials ?"
Sign up for Diana's Newsletter
This is why I want to keep my business on the smallish side - so that I can continue to treat each of my customers as if they are important to me - because they are.
I have added a newsletter now and here is the information :
"Want to learn about my new products and coupons or other specials ?"
Sign up for Diana's Newsletter
Want your own online store ?
Here's what I use and it is only a very small monthly fee
BuyItSellIt has many features, great support, and a wonderful community of helpful folks too.
Here is the information
Here is the information
Diana's Gift Registry coming soon ! - Update - It is Done !
I am still working on the coding to be able to get it online. - Update - It is online !
I have been working on getting a Gift Registry aka Wish List available for my online store. I will be able to offer this service at my Hubbard, Ohio shop too for the local residents.
I am still working on it.
I cannot afford to just have one done for me so i am making my own.
I have it almost done and am working out the bugs to be able to get it online.
Well, there are more "bugs" that I thought and I have had no time lately to work on it - hopefully by this Fall it will be online.
This is just another service that has been requested by my customers.
When it is ready to go and "live" - I will update it here too.
------------------------------------------------------------------------
UPDATE - It is live and you can find it here on my store :
http://OrganicGiftsByDiana.mybisi.com/
I am still working on it.
I cannot afford to just have one done for me so i am making my own.
I have it almost done and am working out the bugs to be able to get it online.
Well, there are more "bugs" that I thought and I have had no time lately to work on it - hopefully by this Fall it will be online.
This is just another service that has been requested by my customers.
When it is ready to go and "live" - I will update it here too.
------------------------------------------------------------------------
UPDATE - It is live and you can find it here on my store :
http://OrganicGiftsByDiana.mybisi.com/
How do you treat customers in person ?
My daughter and I just set up at a show...
...and we had a good time talking to potential customers.We were pleasant without seeming too pushy.
We really like people and wanted them to have a good experience at our booth.
I had a sample of a few of my all natural products out and used tiny spatulas to apply a little sample on anyone who wanted one.
People can tell when you are being "Real" so if you can't honestly do these things - then ask a friend to go with you who is easy-going around folks to help you welcome them and talk to them.
Hopefully your friend will have knowledge of your products too.
See my other page for more
Business tips
http://www.squidoo.com/natural-product-showcase
RSS feed for Diana's:
Here are my latest listings
I make many different items and am always adding to my store.
I even offer vintage goods from time to time.
Fetching RSS feed... please stand byGypsy Queen Media now has an eCRATER store http://gypsyqueenmedia.ecrater.com/
Time for a new book or video ?
This great seller has over 5,000 of them to list so if you don't see the ones you want, try again later or go to the contact page of her store and ask about it.
Books and videos make great gifts !
She goes by the name Gypsy Queen Media
Here are a few of her items:
A Solution to the Riddle Dyslexia
by: Harold N Levinson
Adventures of Huck Finn [VHS]
Alfred Hitchcock and The Three Investigators in The Mystery of the Coughing Dragon (Alfred Hitchcock and the Three Investigators, 14)
by: Nick West
American Sportsman: Fresh Water Fishing [VHS]
Casino Royale
by: Ian Fleming
This great seller has over 5,000 of them to list so if you don't see the ones you want, try again later or go to the contact page of her store and ask about it.
Books and videos make great gifts !
She goes by the name Gypsy Queen Media
Here are a few of her items:
A Solution to the Riddle Dyslexia
by: Harold N Levinson
Adventures of Huck Finn [VHS]
Alfred Hitchcock and The Three Investigators in The Mystery of the Coughing Dragon (Alfred Hitchcock and the Three Investigators, 14)
by: Nick West
American Sportsman: Fresh Water Fishing [VHS]
Casino Royale
by: Ian Fleming
New Guestbook
submit
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Reply
- frstyfrolk frstyfrolk Oct 20, 2009 @ 9:19 am
- Many thanks Diana for helping me learn from your lens. It looks awesome! I can smell your liliacs now! Smiles, Cyndi
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Reply
- MaryRussel MaryRussel Sep 13, 2009 @ 4:38 pm
- Very informative and helpful. I bookmarked the buyitsellit link. Thank you
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Reply
- out-of-the-attic-4u out-of-the-attic-4u Sep 12, 2009 @ 6:28 am
- Very good Diana. Guess what? Today is the day I hug your lense
Barbara
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Reply
- elisia elisia Sep 9, 2009 @ 12:56 pm
- Terrific information! I agree..good customer service is a must...has been ever since my first job in an office environment.
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Reply
- Baysbeauty Baysbeauty Sep 9, 2009 @ 10:36 am
- Awesome Lens! I rated you 5 Stars!
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Reply
- vinewood vinewood Apr 17, 2009 @ 11:39 am
- great lens , full of online info , rated 5 , rollled and fav' it , thx for the info.
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Reply
- copperpenny22 copperpenny22 Feb 8, 2009 @ 9:53 pm
- Hi Diana:
A very informative lens! Good advice. Rated you a 5-star lens.
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Reply
- loraseverson loraseverson Jan 28, 2009 @ 7:17 pm
- Awesome lens! Great advice. Your lilac soaps sound luscious!
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Reply
- blonndie1965 blonndie1965 Oct 7, 2008 @ 7:59 am
- Hi Diana! Customer Service is the key to a healthy business! Great job - and a 5 star lens, too. Thank you
by OrganicGiftsByDiana
Welcome my Organic Gardening and Natural Living friends !
I am an Organic gardener and natural perfumer in Hubbard, Ohio a little town halfway betwee... (more)
I am an Organic gardener and natural perfumer in Hubbard, Ohio a little town halfway betwee... (more)
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