I’ve had a few Cutting for Business readers ask me how to respond to potential Etsy buyers wanting to speak with them on the phone before placing their order. There’s obviously two ways to respond to this – yes or no. It isn’t just that simple, so read on:
If you choose to accept phone calls be sure to use these tips:
- Offer to call the potential customer at a time that works for you. I know that many Cutting for Business readers have small children, elderly parents to take care of, or jobs to work during the day. By scheduling a call, you can prevent customers from missing you or calling at a bad time.
- Take notes while on the phone with your potential customer. It’ll be easier to remember the details.
- Immediately after hanging up with the customer, email them with a recap of your conversation. Be sure to confirm with them that all details are correct.
If you choose not to accept customer phone calls use these tips:
- Honestly, when I primarily run an online only business, I prefer to keep all communication online. By keeping written records online, you create a “paper” trail that can be followed by Etsy if a problem comes up.
- Simply let your customer know that you prefer to keep everything within Etsy for the protection of you as the seller and them as the buyer. Feel free to use the text below:
- “Hello BUYER NAME, Thank you for your interest in NAME OF BUSINESS. While I appreciate that you want to discuss your order on the phone, it is best for us to keep it within Etsy Conversations. In the event that an issue arises with your order, Etsy is better able to protect us both and help us if they can see our previous conversations. Thank you for understanding and I look forward to working with you. YOUR NAME, NAME OF BUSINESS”
If you are in the US, you do not have to provide a customer service phone number for your customers. In other countries, local laws may require that you have a phone number available for customers of your small business. If you don’t want customers calling your cell or home phone consider Google Voice – it’s free!