Have you ever wondered what customers want when it comes to customerservice? Of course! Aside from the many questions artists have onthis subject, one of the most asked is “is it something I said ordid that prevented someone from buying from me?” I have somethoughts on this topic.
Question 14 What kind of service do customers want?
Respect. Customers want to be treated with respect like a friend or familymember. Respect can easily be achieved through welcoming customerswarmly or recognizing them as a repeat customer and always lettingthem know you are available if they have any questions.
Trust. Patrons don't want to feel like a criminal, they want to betrusted. Letting customers know you trust them – “Sure, Iaccept checks” or “Feel free to try this on, I trust you.”goes a long way. The worst thing a craft artist can do is hover,guard your booth like a gargoyle, or follow a person around thebooth pushing them into purchasing something.
Be left alone. If you polled anyone what kind of customer service theylike, they'll most likely say – just leave me alone so I can shop.I say this each time I go into a shop at a mall. Before I put onefoot in the store I get accosted by 2-3 clerks asking, “Can I helpyou find something?” I recommend quick greeting those who walkinto your booth, and go about doing some simple chores letting themknow you are available to answer any questions when they are ready.This shows customers you trust them by giving him/her the power tocontrol the sale. This is very pleasing, don't you think? Also,don't interrupt customers while they are shopping they don't careand is a turn off to most. Only when a customer asks you a questionabout an item you make/sell, then is the time to win them overmentioning interesting facts about your work or testimonials (I justsold that very piece to a gal who loves the color blue too, let meshow you some other blue pieces I have over here...).
Don't ignore me. A big turn off customers have is being ignored. Far toooften at shows I see craft artists chat with their neighbors orco-worker, chat on their cellphone, or take too much time talking toone customer and ignoring those who very well might be ready topurchase something. This is rude. A solution might includeinterrupting the current conversation (say “hold that thought –let me assist a customer and I'll be right back) or simply makingeye contact with those who come in your booth to show you see themand will be right with them.
Be friendly. Customers are less likely to ask for help or buy from youopenly are having a bad day. Customers rarely buy from craft artistsif they over hear you complaining about a shows attendance or badsales as well as exhibiting negative body language (for instancesitting during, reading, or frowning or looking as though you areagitated say by a customer who rustled your feathers or whatever).One thing I learned back in my drama club days is “act” like youare having a good day even if you really aren't. Be kind and politeas well as jovial and enthusiastic about your work and being at theshow. People who are passionate about their work creates a positiveshopping environment which attracts even more customers.
Hopefully this helps to identify what customers want regarding customer serviceand how to achieve these results. Do you have a suggestion orexperience you want to share regarding this topic, do tell by using the comment button. Our next question will cover how GenX and Yr's affect how people shop especially at art and craft shows –this will be a fun topic! Happy Easter everyone!
Michelle, www.quickcraftartisttips.blogspot.com
