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Originally Posted by Gracie2006 I think if you read some of the posts in this thread you will find the frustration is not with the delay in getting items so much as it is the lack of communication. |
I also would just like to say I totally agree that the lack of communication would be very frustrating for me as a customer. I would also like to just let people know I have lots of people that email me daily/ hourly regarding questions that are already answered 4 or 5 times on my website so I have set up an auto response email to answer these questions and Im trying to devote as much time as possible to actually sewing and packagin orders to get them out as quickly as possible. Its also very frustrating as a seller to have it say "please allow up to 3 weeks to receive your order....." on my website in seven different places but people start emailing me after one week because they are anxious for their pacakge. I find that I spend hours answering emails because each emails requires opening several browsers, I have to locate the customer, research the answer to thier email and 99% of the time it hasnt been very long since thier order, or there question was already answered on my website several times. Now Im not sayig this is a bad thing, it's just a little frustrating to me because I could have gotten several orders completed in this time frame. I totally understand people's excitement as I get very excited about anything I ever buy but at the same time I handmake my stuff, do my own packaging, website graphics, everything and I know from almost 3 years experience it can take 1-3 to finish and get myhandmade orders out becuase I do each one in the order in which I receive it so thats why I put this in seven places on the website. Im not like the other companies that have thier products mass produced in asia and I hope my customers can appreciate this when they receive my handmade items dispite the fact they have had to wait a few weeks. Now some of my products are in stock and I send those out right away, some items I may have to order and I usually get those in just a few days. But as for my handmade products I have over 100 orders each week and since I dont have the funds to hire a a full time receptionist/admin or someone that can answer emails & phones all day for customer service purposes I have designed a auto response (that should be working) and it should direct people to my store info page that has a list of F.A.Q.'s that should answer 95% of all the questions Ive ever been emailed. I already have people that work for me but they help me sew and package, Im the only person available for customer service time
I hope this helps explain why my communication may be slow. I guess if I have to I will raise prices in the future to cover the cost of full time admin/customer service person, it seems to be a growing demand. To be honest the bigger my business has gotten, I have not figured out how to accomodate the mass volume of emails, calls, etc but Im constantly trying to find a solution.
My phone is always available so feel free to give me a call toll free if you have a question regarding anything on my website, order, etc: 1-888-656-4107