Online Ordering - Your Opinions? (non-chicken related)

[HomesteaderWife]

Not necessarily regarding chicken products, but I wanted to ask opinions from people who place online orders from places like Etsy or eBay and see what personal touch, packing style, bonus gift, etc- what makes you really appreciate the way someone handled your order and processed it? What type of things communication, packaging, and such really make a difference to you and make you feel as if your order were important? What type of things would make you a repeat customer?

(I ask as we are looking to expand and improve our etsy, ebay, website, etc and want to know how we can better serve those customers we have. Currently, we try to package neatly and well padded, while including hand-written thank you notes. On Etsy, I usually send a message when we get an order and thank them, and try to give an estimate exactly to when it will be mailed. Tracking numbers are added right after shipping.)

Thanks for any thoughts.

 

[Sally PB]

Currently, we try to package neatly and well padded, while including hand-written thank you notes. On Etsy, I usually send a message when we get an order and thank them, and try to give an estimate exactly to when it will be mailed. Tracking numbers are added right after shipping.

These are great things to do. When I worked in shipping, I told new people the #1 thing for shipping is that the item arrives in excellent condition. Very, very slightly behind that is how the packaging looks, ie, like we care about what we make, what they ordered, and how they have to unpackage it. Can they find the end of the stretch wrap to unwrap it? Is it well organized? Is anything hidden under some packaging, or between pieces of cardboard?

The hand written note is a nice addition. Yes, a bonus is nice, if it is something they can use. An extra of something, or something related, like a dog treat if they ordered a dog picture or toy. If your item is something they may want to reorder in the future, a coupon for another order -- or for a similar product, maybe -- is nice. From experience, I'll say be sure to have an expiration date on any offers.

Unless you absolutely have to, do not use packing peanuts. Oh, how I hate those! If they're necessary, ok, but if wadded up newspaper could be used, I'd rather have that.

 

[HomesteaderWife]

@Sally PB - Thank you for all the lovely tips! I will definitely keep in mind the presentation as they go to open the items - how is it to unwrap? One of my husband's first sales was a working N64 system with controllers and games, and each cartridge was bubble wrapped, the system was, the controllers were, and the cords were neatly folded on themselves and banded together. The boxes are taped up tightly and padded to prevent movement (packing peanuts are rare, but 95% we use newspapers if there is room after bubble wrapping). For books, I place cardboard on either side to prevent bending even if it is a hardback. Books and disc games are shipped in the more waterproof padded mailers, and taped to seal. We apply clear packing tape over address areas as well to prevent anything from coming off or rubbing off and preventing the address from being readable. Even if it isn't fragile, we generally try to pack it just the same as if it were. We have had customers with issues about a very late delivery post-holidays, and even though it is now with the postal service, we still try to reach out and provide a solution by filing a ticket on it if it has been a long time.

And I think a personal note or even just a card says - "I'm proud of my craft! I hope you like this."

As a customer on ebay and etsy both, some of the packaging I have had sent to me is quite disturbing. I've had some very nicely shipped things, but some that make me shake my head. Without saying too much, I ordered something handmade from Etsy before the holidays and was surprised to say the least at how it was packed.

 

[Sally PB]

We apply clear packing tape over address areas as well to prevent anything from coming off or rubbing off and preventing the address from being readable

Excellent. I used to do that over printed shipping labels, even though they are thermal printed. They didn't peel or tear off.

For customers we shipped to a lot, I sometimes wrote something on the box. Thanks, have a nice day, a smiley face, whatever.

 

[drumstick diva]

Once upon a million years ago, I hybridized and sent out streptocarpus plants they were well wrapped in newspaper, like a mummy. I also had the plant ID written in 3 places. People are fond of tearing things open and paying no attention to it. I made it harder to neglect. They also had bubble wrap and if necessary warming packs in box.

One person used to take advantage of that. She said she got the correct number of plants but was missing the expensive ones. Uh huh. I asked her what plants did she receive in error.
NO REPLY.

 

[JacinLarkwell]

I got a note with one of my egg orders that was a thank you note for buying plus tips to improve hatch rates. Other than that, I don't really buy online

 

[black_cat]

I always love it when I get something from etsy and there are stickers or things stamped on to packaging that are customized to the shop. If you send me a package and I open it and the thing is wrapped and tissue paper and sealed with a little cute sticker I will 400% love you forever.

 

[HomesteaderWife]

Loving all these tips so far - it really inspires me for bigger steps we can take to improve the way we package and care for the items shipped out. The goal is to definitely make happy customers, and hopefully repeat ones! Etsy is a very personal/personalized place, and as I look to expand a bit more this year I definitely want to make those receiving an order feel truly appreciated.

@black_cat - I really love the tissue paper and sticker idea! Next time I order off Amazon, I need to find some super cute wolf stickers to include on the packages for Etsy. I've got a beginning ebay book store that has "hummingbird" as part of the name, and little hummingbird stickers would be awesome, along with some thank you stickers too? =)

 

[black_cat]

This is what I'm picturing, but if one person ordered more than one thing, then each individual thing is wrapped.