Do your customers constantly hound you about updates on their order?

[Jess Jones]

Hi everyone,

Because I do custom orders for my belts, I have a 10 week wait time. This causes lots of customers to constantly ask me throughout the process (several times before estimated time has been reached) to ask for updates on where they are on the list? 

I understand people are excited, but how do you address this? Do you have a wait time and if so, what is it? Do you also have this problem and how do you deal with it? Your help would be great to hear! Thanks!

 

 

Edited April 25, 2016 by Jess Jones

[treyman]

Be proactive and send weekly updates to those on the list. Maybe start with those that are 5 weeks in. best would be figure out a way to shorten the time. 10 weeks for a belt seems like a long time. 

[Thor]

If I were you I would make that a positive thing. Add an extra page to your website with a customer login. Having a table (or numbered list) on it with first names and first letter of last name plus city. At the end of each line you'll add the prospected shipping date and once shipped it should show that date as well. I'm pretty sure that this can be automated and that such a script is already existing.

This way they see that you're working on many orders and see that you're shitting them if you're saying it's a 10 weeks wait time.

While they are on your page/site re-visiting they will see additional advertisement of your products and they just might make another order.

[veedub3]

All the time!!!!!  I tell them when they purchase the order, when the expected ship date is, and they totally understand, yet a few days after payment, I will get an email asking how things are coming along. I have even had buyers request status photos during the making of their item. I usually respond with some generic reply letting them know how happy I am to be working with them on this project, and that they will be more than pleased with the finished product, and that usually will get them to calm down. I am so used to it now, that It no longer bothers me, but in the beginning it irked me to no end.

People are spending good money in my shop, and I never want to rub anyone the wrong way, so I always take a minute (actually hours) before I respond to ensure that I come off just as enthusiastic about their purchase as they are. I am entirely too busy to take progress photos of their item, so I just gloss on pass that request, but the generic response usually does the trick.

 

Karina

 

[Big Sioux Saddlery]

7 hours ago, Thor said:

If I were you I would make that a positive thing. Add an extra page to your website with a customer login. Having a table (or numbered list) on it with first names and first letter of last name plus city. At the end of each line you'll add the prospected shipping date and once shipped it should show that date as well. I'm pretty sure that this can be automated and that such a script is already existing.

This way they see that you're working on many orders and see that you're shitting them if you're saying it's a 10 weeks wait time.

While they are on your page/site re-visiting they will see additional advertisement of your products and they just might make another order.

Thor, that is a fantastic idea!  Being computer illiterate, it is not within my capabilities to set that up, but it's still a great idea. Of course, once set up, the hard part for me would be keeping it current. Maybe I'd get my kid to do that. . . And the idea of clients visiting the website repeatedly to check on their projects and possibly  ordering more products, well that's just a super idea. You get my vote for tip of the day!

 

[JLSleather]

I just tell them when their order will be shipped.  A few times, I've slipped behind a bit.  Nobody had a problem with that as long as you contact them to let them know it will be a bit later. 

But I wouldn't wait until they contact me to tell them I'm not "on schedule".

But then I wouldn't wait 10 weeks for a plain belt, either.  Using drum-dyed leather and a sewing machine, I can't imagine a belt takes more than a couple of days to make.  

 

[Jess Jones]

Thanks for the great ideas! I do give updates and rarely ship late but it kills productivity. My thinking is that I wanted to see if others (like you) had the same frustrations as me. I am considering software where my customer can login and see status and estimated ship date. The will also receive automated email updates about their order. My idea is to have pre-drafted emails telling them what stage their product is in. I can update as necessary and customer can interact directly with that.

 

It takes a lot of time out of my build schedule to email because I am the type to make sure I always respond and do it fast. You guys how that is. 

 

Sooooo...I want to Beta test this software and use it for myself. If others are interested, then maybe I can offer it to people to save on time, stress and give the customers a more pleasant experience. Also, I have not seen any such software anywhere based on my research. The software out there is primarily designed for restaurants and hostesses to handle guests and their minimal wait times.

 

Any feedback on this is welcome so if and when I pull the trigger, I would know what the community of crafters wants and needs me to build into this software. Thanks!

[Thor]

Well the idea isn't all that new and eBay has been doing this for years. You might find one by searching for CRM systems. Something like this http://codecanyon.net/item/ultimate-client-manager-crm-pro-edition/2621629 but modified to your needs. This could be completed with a courier tracking system/script.

You also might want to check if you shop script can be upgraded with an order update script like shopify and prestashop have that already. Adobe offers a widget for this.

This script seems to be interesting as well http://codecanyon.net/item/simple-work-order-management-system/6182235. So it is out there and you are having the freedom of choice.

[Jess Jones]

3 hours ago, Thor said:

Well the idea isn't all that new and eBay has been doing this for years. You might find one by searching for CRM systems. Something like this http://codecanyon.net/item/ultimate-client-manager-crm-pro-edition/2621629 but modified to your needs. This could be completed with a courier tracking system/script.

You also might want to check if you shop script can be upgraded with an order update script like shopify and prestashop have that already. Adobe offers a widget for this.

This script seems to be interesting as well http://codecanyon.net/item/simple-work-order-management-system/6182235. So it is out there and you are having the freedom of choice.

Awesome! Thanks!!!! I will check this out now!

[JMWendt]

Let them know that the lead time is ten weeks plus three days for every time they ask for another update on the lead time.  Or it resets to ten weeks each time they ask.  Either way, you should get a reduction is requests for updates.

[Boriqua]

I make it a standard practice to update everyone who has outstanding orders with me every few days. Now I probably dont have the same kind of volume you do but I am about 3 weeks out on anything. I let them know what the lead time will be and when I have something important to share I send a quick photo update and a sentence or 2 about progress made and next steps. I guess if I had 50 backed up orders it might be difficult but then ... I wouldn’t take 50 orders.

I do it after dinner when I will no longer be working and can sit at the computer without feeling like I am neglecting anything. I want to treat people like I would like to be treated and it is somewhat uncomfortable to send off a wad of money and then not hear from the person for 2 months. I was beat by 2 knife makers who took my money in advance and then never delivered so I understand the fear. Its a little thing for me to sit down and type out a quick email to make someone's day and make them comfortable. I feel like Santa and they are always so happy to hear the progress update. Truth is I am thrilled someone is so excited about getting one of my hand made creations. How cool is that!

Once upon a time I was a GM of a large Display design and production house. 7 day a week job a bunch of the time and always 30 projects and 100 clients to wrangle. Company made millions a year and I managed a staff of up to 50 and that didnt count the loads of outside contractors and the logistics of staging shows throughout the country ... Even then I kept people abreast of where we were on there project even if it meant I had to stay late to do it. I just think its good customer service and it was included in the price. YMMV

Alex

Edited April 27, 2016 by Boriqua

[Jess Jones]

17 hours ago, Boriqua said:

I make it a standard practice to update everyone who has outstanding orders with me every few days. Now I probably dont have the same kind of volume you do but I am about 3 weeks out on anything. I let them know what the lead time will be and when I have something important to share I send a quick photo update and a sentence or 2 about progress made and next steps. I guess if I had 50 backed up orders it might be difficult but then ... I wouldn’t take 50 orders.

I do it after dinner when I will no longer be working and can sit at the computer without feeling like I am neglecting anything. I want to treat people like I would like to be treated and it is somewhat uncomfortable to send off a wad of money and then not hear from the person for 2 months. I was beat by 2 knife makers who took my money in advance and then never delivered so I understand the fear. Its a little thing for me to sit down and type out a quick email to make someone's day and make them comfortable. I feel like Santa and they are always so happy to hear the progress update. Truth is I am thrilled someone is so excited about getting one of my hand made creations. How cool is that!

Once upon a time I was a GM of a large Display design and production house. 7 day a week job a bunch of the time and always 30 projects and 100 clients to wrangle. Company made millions a year and I managed a staff of up to 50 and that didnt count the loads of outside contractors and the logistics of staging shows throughout the country ... Even then I kept people abreast of where we were on there project even if it meant I had to stay late to do it. I just think its good customer service and it was included in the price. YMMV

Alex

I agree Alex. I guess I am also coming at this from the angle of productivity. It causes less stress on us as business owners and we can use that time that we update, to work on orders--->which leads to happier customers. All valid point you made. Thank you!

[Boriqua]

Oh I dig it .. but part of my strategy IS to remove stress. My previous job paid well and was exciting and I was blessed to get it. All I ever wanted coming up was to work with and among creative people and I got to do that. Lucky me! but it was HIGH stress and long crazy hours with impossible deadlines I had to make possible.

So now that I am a semi retired leather bum I have tried to remove as much stress from my life as possible. Getting an email pressing me would send my now raw delicate nerves into a tailspin. That little update I send not only makes my valued clients feel good but it stops the frantic concerned emails that would otherwise remove my fun and cause me stress. Its a little anti pressure pre-emptive and it works. Just something to think about.

 

I also never want to come off like these movie stars... sheesh what it must take to get to be a well known actor. Then after all those struggles all they do is complain that they cant get any privacy. WAIT .. you struggled and did all manner of things to become well known! There are probably more than a hundred people on this board who would love to sell their first piece. I know that when I picked this up full time about 3 years ago I did all manner of things to get my name out there. Now that I make a few "very few" bucks regularly .. well I am appreciative and remember I wanted it.

Your successful brother ... Bask in it!! Sometimes ... we don’t realize how lucky we are.... until its gone  

Beer up to your continued success

Alex

[treyman]

It's interesting reading the responses. If you are a business, not a hobbyist making extra money, customer service is part of the business. If they gave you money for a product and are questioning the status, then it shouldn't be a big deal or cause a lot of stress to respond with we are still on schedule   if answering your customers is taking too much time from production, then it sounds like you need to hire some help. Just my opinion. 

[JLSleather]

19 minutes ago, treyman said:

It's interesting reading the responses. If you are a business, not a hobbyist making extra money, customer service is part of the business. If they gave you money for a product and are questioning the status, then it shouldn't be a big deal or cause a lot of stress to respond with we are still on schedule   if answering your customers is taking too much time from production, then it sounds like you need to hire some help. Just my opinion. 

Not much reason to add to that

If I had 50 open orders ONE time, I'd keep customers "in the loop" and get over it.

If I had 50 open orders ALL the time, I may need to hire at least one...

Edited April 28, 2016 by JLSleather

[Boriqua]

One more bit of advice Jess even though I have already said to much. Dont look at your emails during the day. I know that now with text and "insta"gram and insta everything else it feels like we have to always be available for communication but what I did when I was slammed was set aside time at the end of the day after everyone had been sent home to update everyone. The place was quiet, my day was done and then I would get on the computer and send out my email updates to our clients. This way it didn’t interfere with the normal flow of the day.

PS .. That company had the best client retention and repeat business the years I was there than any year before that. Just sayin

[JerseyFirefighter]

Funny I saw this today. There has been a few since I started, however the one I have now is VERY persistent. He's asked 4 times since his order. I try to keep those responses short and sweet during pre-production.. I check the order queue and say something to the effect of "Your order is currently on schedule and will be delivered within the stated time frame" If he/she asks while the strap is in production, i'll snap off a quick pic and send it to them to satiate their curiosity. Etsy and mobile phones make is really easy to just reply to their conversation with a photo followup. My lead time is a solid 3-4 weeks regardless of volume. If I knock out their item in a week instead of 3-4, then I look all the better for taking care of them and getting their stuff MUCH faster than I usually do. As I get busier, I expand my time frame up to 2 weeks. Beyond that the prices go up until I catch up. 

I agree with what others have stated.. it's just customer service. We are a society of NOW. where amazon prime gets you whatever you want in 2 days or less. Some people just cant grasp the concept of made to order items, even if you clearly stated your lead time in bold letters. Best of luck with the customer section. I hope they get a kick out of it. 

[Jess Jones]

All very good points. I think Boriqua hit the nail on the head. I am obsessive about answering very fast and so I was emailing throughout the day to answer emails. Not the most efficient thing ever.

My business is actually very well known for its customer service. Its not that I don't want to. Its that I believe there is a better way and a solution to this.

Again, I think I am looking at this from an angle of maximum efficiency. That is what software is designed to do. To make peoples lives less stressful (although sometimes it has the opposite effect, obviously).

CRM, accounting software, and other online management tools are just a few examples. These tools are designed (I know I'm preaching, sorry) to eliminate stress, save time, and spare you from having to pay employees from surfing Facebook or Amazon while waiting for an email or phone call to come in, etc.

That's kind of my angle. But you guys are right. I need to hire a team, but I am terrified to do that. I will start another thread on that because I am ready to hire. Thanks everyone!