I think I beat the topic of product development to the death. So lets moveonto a topic that is more lively: customer service. I don't thinkthere is a time we don't talk about customer service – good or bad.However, have you ever really thought about what customer serviceis all about and how it impacts craft artists who sell at shows?Well, now is the time.
Question #13 What is Customer Service?
How would you define “customer service”? Think about all of yourretail and restaurant experiences. A simple definition might be theattention and activity that is intended to ensure thatcustomers receive the goods and services they desire to satisfy theirneeds or wants in the most effective and efficient manner possible . However is it really that cut and dry? When you see a sales personcommunicate with a customer there is one thing that is clear –customer service is all about language, both body language as well asverbal communication. The way you stand, the tone of your voice,your facial expressions and energy level all plays into itty bittycues that signal to customers what a pleasant place to shop and wantto come back again. Don't forget that customers judge you and yourbusiness based on how you carry yourself when interacting withcustomers, its just human nature.
Although most people think of customer service as what happens during a sale,but really customer service occurs before and after the sale too.From the greeting, to interacting with the customer in identifyingtheir needs, to packaging their purchase and asking if they wouldlike to be on your mailing list before they leave is all apart ofcustomer service. It is essential to recognize that withoutcustomers we have no business. The sooner craft artists realizethis, the easier it is to transition oneself from being an artist whocreates great work to a sales person who can also sell your own worktoo. It is also important to ask yourself if you think you wouldmake a great sales person. Sales people should be bubbly, open,outgoing, helpful, insightful, and enthusiastic. If you don't seeyourself as a sales person, then you will need to hire someone orrecruit friends or family members who exhibit these qualities.
The topic of customer service is a big one, and since this is a “quickcraft artist tips” blog, I intend to devote a great deal of timeto the topic with this blog series. I'll be answering questionssuch as what do customers want, how have Gen X and Y'ers affected theway people shop, why do some customers buy while others don't, doeswhat customer say mean more than one thing, what are some tips ondelivering good customer service, and much more. If you have everwondered why sales are lacking, you can't afford to miss the nextseveral posts as it will shed light on how to improve your customerrelations skills to increase profits. Michelle,www.quickcraftartisttips.blogspot.com
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