I could tell that Jerry was feeling overwhelmed and frustrated when trying to respond to the e-mails while juggling all the other aspects of the business. Sometimes these feelings would spill out into his e-mail responses and sometimes he did not respond to the e-mail at all.
I began to read articles about e-mail conversations with customers and communicating with emotional intelligence. I wanted to educate myself about best practices for responding to a customer e-mail.
As I learned more about it; I started Hand Crafting Our E-Mail Responses. This might seem like more work with little reward; but I found it cuts down on time and energy and increases sales and happy customers. Most importantly, it makes for a Happier Marriage when your running a small business with your spouse. Read on to learn what I did and see examples of how our e-mail responses have changed.
- Customer can't find what they are looking for in the online shop
- Customer has a special request
- Customer looking for Do It Yourself (DIY) information or education about an art & craft medium relating to products we sell.
- Customer did not get their package
- Customer received the wrong item
Your business might have different groups; but a good place to start is by looking for patterns and repetition in the e-mails.
Setting A Goal & Making Changes to E-mail Responses
We were learning more about how our products were being used from articles and the artists and crafters working with various mediums.
We started archiving the information on the Customer Creations Site and providing links to this information in our e-mail responses when appropriate. This saved a tremendous amount of time. Customers thanked us and expressed appreciation that we were willing to freely share information with them through the links.
We began addressing the customer by name whenever possible and signing with our name to make it more personal.
We also started looking for repetitive e-mails that could indicate a new problem in shipping, packing. or the new website and shopping cart. We began to appreciate that our customers were giving us early warnings of problems that we might be able to fix.
Our Goal is to hand craft our e-mail responses to meet the needs of the customer and highlight our business.
Etsy Convo Response in 2013
Hi there I was just wondering if it's possible to make a listing for just one of the 18 mm noses and a pair (2 eyes) of the brown 21mm safety eyes? If that's possible how much would it be? Thanks
Sorry I don't do special listings on other sites, however I do have singles for sale at my web site, glasseyesonline
Etsy Convo Response in 2017
Hi! Just curious if you could offer a mixed pack of pink noses in 8, 12, 15, and 18mm sizes? I'm not sure which size would be best for my project.
Jerry does not do special listings; but if you want to order the 18mm Flock Triangle Noses and make a Note to Seller with your Etsy order indicating the size / number of noses; I will be happy to do this for you.
Jerry also sells noses individually at his website https://www.glasseyesonline.com
Link below to the Flock Triangle Noses. You select size, then number of noses, then color you need.
Flock Triangle Noses
Please let me know if I can be of further assistance. Kind Regards, Carolyn
E-mail Response in 2013
I'm new to teddy bear making and wondered what size joints I should get for a 8 inch teddy bear that I am making?
Try a google search. Jerry
E-mail Response in 2017
Are the 30mm eyes roughly the size of a quarter? Maybe a smidge smaller? I have a Thomas Dam Iggynormous 12" troll that is in desperate need of new eyes. Also any information you have about restoring troll dolls? Thank you so much for your time!
I think we can be of assistance with your troll doll and eye sizing information request.
In reference to your question about eyes sizing Below is a link to a millimeter to inch conversion chart that you might find helpful when sizing eyes for your troll dolls. 24mm is roughly the size of a quarter.
In regards to troll doll restoring and repair; I would like to refer you to this link for more information about the subject that has been shared with us by artists and crafters working in this medium.
I looked at some photos on-line for the Troll you referenced and the pictures looked like transparent glass eyes.
Jerry carries Amber glass eyes. It is a transparent color glass. You will find this eye on straight wire or looped wire in many colors and sizes in the glass eyes section of the online store. Link is
Jerry also just got in some plastic starburst spiral eyes that others have used in troll repair. The eyes have flat backs You'll find them in the Plastic Doll Eyes section. Link is
Hope this info helps. kind Regards, Carolyn
I'm so disappointed. ;-( I received the wrong item. I ordered brown eyes and you sent blue eyes. How are you going to fix this ????
Must have been a senior moment. I'll send them out tomorrow. Jerry
I received my package and you sent plastic joints and I ordered the traditional joints. I really need the plastic joints and this is going to set me back on finishing an order for a client !!
I am sorry to read that I made this mistake with your order.
I will send out the correct joints tomorrow with a prepaid return address label to return the incorrect joints.
You will get a separate e-mail with tracking information.
I apologize for my error and the inconvenience I caused by it. Sincerely, Carolyn
We are now grateful for the early warnings we get from customers and realize our responses are opportunities to learn and grow our business.
If e-mails from customers are taking too much time away from creating; check out these articles.
“Dear Email Customer, Drop Dead”? Here’s How You Soothe Angry Customers by Email - Tom Maquez
Business Analysis Guidebook/ Root Cause Analysis - WikiBooks
10 Tips For Sending Better Customer Service E-Mails - Len Markidan
12 Must-Read Books That Will Raise Your Emotional Intelligence - Marcel Schwantes
If you have ideas or suggestions about responding to e-mails that you would like to share we would love to read them! Share in comments below or send us an e-mail !