Customer Service Guide for makers- Kelsey Wickwire
What is great customer service, and why does it matter for artists and makers?
Customer service is great when it turns people into lifelong customers and advocates for your business and the handmade community.
This doesn’t mean we’re always perfect. Sometimes your most loyal online customers are people who had an order go horribly wrong, but you treated them well and made it up to them.
When you are at markets selling your handmade product, you have a unique opportunity to connect with them about your work, and show them first hand the impact choosing to shop handmade. You’re not only the face for your business, but also an ambassador for the handmade community and your market organizers.
The Most Important Thing is Engage!
Make eye contact with every person who passes your booth. Say “hi there”! If you are in the middle of talking with another customer, give a smile and nod or wave so they feel seen. (Hot tip: showing that you’re paying attention not only makes customers feel good, but also discourages theft.)
You can make small talk and ask where someone is from:
If they’re local, let them know about other markets and events you’ll be at. Are you at a market that happens on a recurring basis? Let them know!
No matter what, make it easy to refer them to your social media or newsletter sign up! Let them know you also have an online shop, or if there are businesses locally that carry your products.
3 Steps to Great Service When Someone Comes to your Booth:
Figure out what they want:
Talk to them! Figure out what they want from their experience, what they like about the product, what their hopes and dreams and fears are.
If they’re in a hurry, avoiding eye-contact, or seem uninterested in a sales pitch, honor that.
If they seem to be looking for something specific, or studying something intently- ask them if you can help them find something, or if they have any questions about what you make or how you make it!
If they seem lost, ask them if this is their first time at the market. A lot of people will wander up on an event by chance- opening up the conversation can get them excited about discovering the event and might bring them back in the future AND will make them comfortable checking out your booth.
Maybe not everyone who is wandering into a market is looking to spend money that day, but you still have the opportunity to connect with them and promote your business and the community.
Get them what they want:
Do it accurately - especially when ringing up their order
Before you run their card, confirm what you’ve rung up for the guest, and repeat the amount due.
If they are paying cash, set the bill they handed you down while you count out change so there isn’t any mistake or awkwardness about how much money they handed you.
Recheck - after you’ve rung them up, confirm that they have everything they need before leaving
Do it politely! Emergencies aside, no matter how busy we are, we are NEVER too busy to be kind, to listen, or to give someone attention- especially if that one is supporting your small business.
Do it enthusiastically! You want customers to leave feeling excited about your product, excited about supporting the handmade community, and that their purchase made an impact- because it did!
Sometimes, this means you have to act! If you’re choosing to sell your handmade products, you’re choosing to engage in customer service AND be an ambassador for your market organizers and the handmade community. “It’s imperative in the service world to be able to act like you mean it, even if at any given moment, you may not”
Go the extra mile:
Exceed their expectations. If they ask us a question, try to answer it and then some. Don’t give out 1 word answers to people; you are a professional and uniquely qualified to talk about what you make and why you are here! Take pride in all of your actions at work.
Are you out of a specific item that a customer is looking for? Is it something that you offer online or could do a custom order? If not, do you have something similar in the works you can get them excited about?
Give them a reward for coming back!
Offer a discount code and tell them about your next online shop update! Throw in a free sticker or postcard for big purchasers! Keep a stack of thank you notes with your instagram handle to include when bagging up products!
The “Big Picture” of providing good customer service at maker markets is: How can I make each person feel great about supporting my small business, and inspire them to keep showing up to shop handmade products.
