Just Making Conversation

Posted by Laura Kuhlmann on 2/09/10   |   Categorized as Etsy Tips,For Sellers

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Small Candy Shop Tote by TheToteTrove

In this post, I want to talk specifically about the Introductory Convo. (My name for it, not Etsy’s.) This is the Convo that you send to your customer once you receive their order. Hopefully, all of us are using this feature for each order we receive.

Convos are a wonderful way to communicate with your customers, and get to know them as well. In the process, you can learn a lot of things, and plant the seeds for future business or even surprises that you can’t predict – recently I received an offer of complimentary tickets to an event being run by the customer! I have had Convos that have…

  1. resulted in repeat business
  2. given me custom orders
  3. started friendships
  4. provided constructive criticism

I think there are 4 main types of Convos.

The OK version:

Thank you for your order! I will convo you again when I’m about to ship your order to you. I appreciate your business!

Seems a bit canned, doesn’t it? When you care enough to copy/paste a generic message!

The Good version:

Dear Melinda,

Thank you for your order! I will convo you again when I’m about to ship your order to you. I appreciate your business!

Sincerely, Joe

This one at least uses the customer’s first name, personalizing it a bit, and signs the seller’s name. Good.

Spun Cotton Easter Bunny Ornament by OldWorldPrimitives

The Better version:

Dear Melinda,

Thank you for your purchase of the Ironing Rock, in the distressed blue color. I will convo you again when I’m about to ship your rock to you. I appreciate your business!

Sincerely, Joe, Can’tBeBotheredTooMuch on Etsy

This convo mentions the actual item purchased, thus confirming what the person ordered. This is especially important if your customer is ordering something that comes in different colors, sizes, or is customized in any way. Also included is Joe’s shop name after his name. Yes, your shop name already shows up on the side of each convo – and in the Subject header of the e-mail that is sent to your customer’s in-box – but it is still a nice touch lending a bit of professionalism to your business. Because it isn’t just a hobby, right?

The Best version:

Dear Melinda,

Thank you for your purchase of the Ironing Rock, in the distressed blue color. I began making these because I just could not stand ironing, and wanted to find an automatic– yet beautifully handcrafted – way to have my clothes ironed for me. You will love how easy it is to just drop the rock on top of your clothing and see the wrinkles flattened out in no time at all!

I will convo you again when I’m about to ship the rock to you. In the meantime, if you have any questions at all, please convo me back and I’ll be happy to help!

Thanks so much – I appreciate your business!

Sincerely, Joe, Can’tBeBotheredTooMuch on Etsy

This Convo not only specifies what was ordered, but also assures your customer that they will enjoy their purchase. You don’t have to spend much time thinking about what to write. Just ask yourself: Why did I make this? Why will they like this? Why do they want this? Usually the answer can be typed in a simple sentence or two. You make a connection with your customer. And that’s the best.

Needlefelt Chick in Egg by WoolCrazy

One other tip:

If you see that the customer has no feedback, it is quite possible they are brand new to Etsy. Consider welcoming them to Etsy, assuring them of what a great marketplace it is for finding truly unique handmade items, and letting them know you’d be happy to answer any questions they may have. A little kindness can go a long way!

What if you don’t have time to be so personal? You have 17 orders to get out by tomorrow, and one of your kids is trying to steal the scissors? Just fake it! Trust me: you won’t regret it.

Please let me know what your own experiences have been with Convos.

And I hope the included product pics give you a nice taste of spring!

  • http://www.thetotetrove.etsy.com Tracy

    Hi, Laura. Thanks for including my Small Candy Shop Tote in your post! I am truly honored. This is a very interesting post. I’ve had all sorts of experiences with convos, as both a seller and buyer. It always amazes me how many people take the time to contact you with friendly notes. It’s always a nice suprise to find in the convo in box!

  • http://www.etsy.com/shop/oldworldprimitives Stephanie @ Old World Primitives

    I completely agree with you regarding the importance (and personalization) of the introductory convo. I have had a bunch of buyers thank me for simply for convo-ing them at all, since many sellers don’t. My post-sale convos are usually in the “better” range, so I am going to take your advice and work on making more of them “best” in the future. Since I already know that you are right about the connections that can be made via convos (our meeting last week being a case in point!) I think you are giving really good advice. :) And thank you so much for featuring my bunny ornament here… I am enjoying the springy touch to this post as I await the next round of snow that’s about to slam us!

    :) Stephanie

  • http://www.thetotetrove.etsy.com Tracy

    It’s me again! I just wanted to add a bit to my previous post. It’s so nice when someone takes the time to convo you with a nice note about what you bought, or what they bought as the case may be. But sometimes you buy something and never hear from the seller. Of course, it doesn’t really matter, especially if you were pleased with the purchase. But nevertheless, you can feel a little deflated by a less-than-personal transaction. After all, I think a lot of people (myself included) shop on Etsy for the personal touch that so often comes with buying handmade. It’s part of the package and part of the reason why it’s more fun than going to a traditional store.

  • http://www.wreathmiccreations.etsy.com Georgy Soojian

    Very helpful article! I definitely feel that a convo to the buyer as soon as they make a purchase is important. I know for myself when I make a purchase and I don’t hear from the seller right away confirming I feel that I am not important enough to them. Also, as soon as it’s shipped another convo is in order as well. With every order I write a short letter to the buyer thanking them and saying a little bit about the item they purchased as well care instructions. I also send them a small free gift with their purchase. I want every customer to feel special!

  • http://www.ubervu.com/conversations/handmadespark.com/blog/just-making-conversation/ uberVU – social comments

    Social comments and analytics for this post…

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  • Laura/PetScribbles

    Great points, one and all! I think the connections we make with our customers leave a lasting impression with them. And yes, although I focused this post on the “introductory convos” as I call them, sending a convo again when you are shipping the item to your customer is also not only a great idea, but should be a no-brainer too!

    Thanks Georgy, Tracy, and Stephanie for your feedback. Much appreciated.

  • woolcrazy

    Thank you Laura you have put great Information in this post. I think this is very helpful to communicate to every etsy seller, it’s good to hear how other seller’s communicate with their customers . It’s the part of etsy I enjoy the most, the connections. Each sale and customer contact is a delight or in some cases a challenge to be learned from. I always talk to customers as if they are standing in my shop and give them that extra bit, because they are the key to my success. Thanks for adding my little chick!

  • http://www.etsy.com/shop/emilyorpin Emily Orpin

    Great post – thanks for bringing up a critical point that so many of us (me included!) ignore. I’ve been buying on Etsy a lot longer than I’ve been selling, and I’m always super impressed by a friendly, personalised message from the seller. And yes, it does encourage me to remember and revisit their shop

  • http://www.calcedoniadesign.com Dora

    Great article .. thanks

  • http://ArtSnark.blogspot.com ArtSnark

    Too true. And it only takes a minute to be nice

    By the way, I’ve been finding lately a lot of new etsy buyers who aren’t aware of convos until they get their 1st

  • http://thepresentplace.etsy.com Robyn Colledge

    I love getting convos, I get so excited, I often don’t think through what I should say carefully….I am naturally long winded and sometimes just cut myself short, thanks for good tips on how to be meaningfully long.

  • http://www.meoneil.etsy.com Mary-Ellen O’Neil

    This is my FIRST blog answer. I endorse all that you have said about communicating. One lady liked my (well paid for) custom work so much, that she then made and sent me an afghan!!! Another is now a friend on facebook. So many people write back it makes etsy a personal lovely alternative to other sites.

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