Last week I had a fairly bad experience with an online seller. Let me preface by saying that as I grow a catalog of vendors for my shop, this idea of great customer service is really really important to me, because I’ve had some not so great experiences from several vendors. And last week, it finally hit home that saying, “the customer is always right.” Now whether or not that is true, at least you as a customer should always be made to feel right, don’t ya think? I do. And that was definitely not the case in a dealing I had with a vendor last week. Through the course of several emails, I was made to feel like I was in the wrong, that I hadn’t even purchased their product and was a liar, that I had no idea what I wanted and what I was doing and that I was some faceless person that they didn’t even want to try to get to know. It’s a stinky feeling and one I hope that none of my own customers and clients have ever had from me.
Here, at A Fashionable Stitch, its really important that you have a good experience from me. I’m a real person. I want you to feel like you can trust me. I want you to know that your experience with my products is important to me. I also want you to know that I do try to test drive everything that comes out of here and I try to pick the best sewing supplies to go in my shop. As a one man band, its hard to keep on top of emails and requests and even shipping (sometimes impossible) but its really really important to me and I love it too! I love sewing and I want you to love sewing. And as I try to perfect my user experience here for the shop, I would love to know how important customer service is to you.
What do you consider great customer service? Is it important that you know the seller – whether because you read them (like me) or because you actually personally know them? Trust is a bit part, I’m sure. I’m constantly surprised by the number of customers that I have who keep coming back and making their purchase with me. That’s a big deal to me. And a seriously huge Thank You to those of you who do! I wouldn’t be in business if not for you!
In closing, I would love to hear about what’s made an experience with an online seller so great. I just bought a handful of embroidery patterns from Sublime Stitching and that was a seriously GREAT experience! I’ll be going back for more (maybe adding a handful of designs to the shop – maybe). Jenny Hart – what a gal huh? And that’s what was even cooler! I knew her name by the end of the transaction. Yup. Love her, her style and what’s she’s done for embroidery.
I would love to hear your thoughts on customer service friends! What keeps you going back to a seller for more? What, in your opinion, is the best way to a customer’s (your) heart? What’s the wrong way?
Have a very happy Wednesday!