So often I have ordered from sites that offer handmade products and had to wait an extremely long time for my order, with little to no communication from the owner on where my order was. With most Primitive and Country Sites you offer handmade products such as handmade dolls, or hand poured candles or ornies or country signs, all of these take time to create and a lot of them are custom made to your customers, be sure on your site that you let your customers know an approximate order time.

For example if you make all your dolls at the time the customer places their order, let your customer aware of that information at the time of sale. Such as “Please allow 10-14 days for completion of your order, as all dolls are handmade at the time of the order.” Something as simple as that will allow your customers to know they should NOT expect a package within a week. This is always good information for your customer, and it will also save time in answering hundreds of emails of customers wanting to know their products are.

Another key to any good customer transaction is good communication. You want your customer to be a repeat customer, and you also want your customers to feel as though they are important and their order is important. Be sure to touch base with your customer via email. Something as simple as “Dianne I received your order, and will get this completed and shipped out for you as soon as possible. We will also be sending you tracking information when your package is ready to ship. Thank you for your order we truley appreciate it.” Just a simple note to let your customer know you appreciate that they shopped at YOUR SHOPPE and not at your competitors. That you take their order seriously and will work your hardest to make sure they have a smooth transaction.

Handling returns or refunds. This is an unavoidable part of running any kind of business: there will always be a customer who simply was not satified with their order. The key to your success is how you handle this situation. The golden rule is always remember is “The Customer is always right” Therefore apologize that the order was not to their satisfaction and issue a refund or a replacement item to appease your customer. In the end the way you handle returns or refunds will determine if you lost or gained.

Angie is the owner of Frugal WAHMs Talk Radio and Heartland Graphics. Angie is also a work from home of two beautiful girls in the St Louis MO Area.

Last 5 posts by Angela Wenke

• Potty Training doesn’t have to be a chore. - April 6th, 2009
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• Congratulations on your new store, now where are the sales? - March 30th, 2009
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Tags: Business, communication, Customer, Customer service, Information, Money back guarantee, Order, The Time