March 26th, 2007 at 2:39 am
Customer Relations and Policies
Here are some points on the issues of customer relations and your policies:
Returns
If the item in question is obviously faulty and has not been badly treated, replace it or offer a refund. If it has been longer than two months since purchase or has been damaged through obvious neglect - charge a fee for repair. You are well within your right to decline giving a refund or exchange. The law will be on your side. Give receipts with your name and contact details on to keep track if such issues occur (also a good idea for your accounts)
Greetings
It’s a good idea to greet your customer and say something like “let me know if you need a hand with anything.” This addresses both types of customer. The one who demands acknowledgment and the one who hates ‘being jumped on.’
It breaks the ice; allowing the browser to relax and look at your jewellery at their own pace. Go back to what you were doing, don’t watch them, this will make them uncomfortable. You’ll know the ones that like a chat and you can indulge them in as much conversation as they like about you’re jewellery. This becomes easy even if you’re not a chatty person because after all you’re an expert on it, it’s a talking point
The Incentive
Use discount vouchers for regulars, include a card thanking them. On this you can include information about your website and any offers/discounts you may be offering on your items. Cultivating regular customers is a good idea. Regular customers are the making of any successful business.
Mistakes
Let’s face it we all make mistakes and when it happens; keep your customers happy by offering them vouchers for your jewellery or a free gift. They will appreciate it and they will remember you
Extras
Gift wrapping, dried roses, ribbon, fancy tissue paper and gift bags. All things your customer will love. (It reminds me of that scene in Love Actually with Rowan Atkinson!) It saves them time if they’re buying as a gift and it looks very professional. Take a photo of a ‘packaged’ item or display it on your stall/shop. This way customers can see what they’ll be getting.
It’s up to you whether you charge for this. Either way always wrap in tissue and provide a bag.
Haggling and awkward customers
There’s always one (or two or three..) but remain calm and stick to your policies. You don’t have to deal with somebody if they’re making you uncomfortable. Just let them know your prices aren’t negotiable and you unfortunately can’t undo the entire necklace to remove that one seed bead in the middle they don’t like thank you all the same.
Children
Sticky hands, unsteady balance and incurable curiosity. These attributes are the enemy of a perfectly set up stall. See if you can keep them entertained whilst their parent looks around and you’re onto a winner. Put all your odd beads and bits into a box let them rummage around. You might find they have so much fun the adult will take longer than usual to browse - result!
Returns
If the item in question is obviously faulty and has not been badly treated, replace it or offer a refund. If it has been longer than two months since purchase or has been damaged through obvious neglect - charge a fee for repair. You are well within your right to decline giving a refund or exchange. The law will be on your side. Give receipts with your name and contact details on to keep track if such issues occur (also a good idea for your accounts)
Greetings
It’s a good idea to greet your customer and say something like “let me know if you need a hand with anything.” This addresses both types of customer. The one who demands acknowledgment and the one who hates ‘being jumped on.’
It breaks the ice; allowing the browser to relax and look at your jewellery at their own pace. Go back to what you were doing, don’t watch them, this will make them uncomfortable. You’ll know the ones that like a chat and you can indulge them in as much conversation as they like about you’re jewellery. This becomes easy even if you’re not a chatty person because after all you’re an expert on it, it’s a talking point
The Incentive
Use discount vouchers for regulars, include a card thanking them. On this you can include information about your website and any offers/discounts you may be offering on your items. Cultivating regular customers is a good idea. Regular customers are the making of any successful business.
Mistakes
Let’s face it we all make mistakes and when it happens; keep your customers happy by offering them vouchers for your jewellery or a free gift. They will appreciate it and they will remember you
Extras
Gift wrapping, dried roses, ribbon, fancy tissue paper and gift bags. All things your customer will love. (It reminds me of that scene in Love Actually with Rowan Atkinson!) It saves them time if they’re buying as a gift and it looks very professional. Take a photo of a ‘packaged’ item or display it on your stall/shop. This way customers can see what they’ll be getting.
It’s up to you whether you charge for this. Either way always wrap in tissue and provide a bag.
Haggling and awkward customers
There’s always one (or two or three..) but remain calm and stick to your policies. You don’t have to deal with somebody if they’re making you uncomfortable. Just let them know your prices aren’t negotiable and you unfortunately can’t undo the entire necklace to remove that one seed bead in the middle they don’t like thank you all the same.
Children
Sticky hands, unsteady balance and incurable curiosity. These attributes are the enemy of a perfectly set up stall. See if you can keep them entertained whilst their parent looks around and you’re onto a winner. Put all your odd beads and bits into a box let them rummage around. You might find they have so much fun the adult will take longer than usual to browse - result!
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hi , i make jwellery accessories, basically findings and hand crafted chains in brass, silver and alumunium, how to market them..?
December 19th, 2007 at 5:57 amYou may also reach me at nitinshah80@gmail.com
Where sticky hand Children are concerned, we find it a good buying and pulling opportunity. Have a few toys at the side of the stall so the kids get involved in those, just small inexpensive stuff. The kids will want to show their moms. You will need to have an extra person to help out here though, like maybe one of the family.
January 2nd, 2010 at 10:21 am