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etsy shop owners (cs questions)
I'm not sure how of if I should respond to this situation. I've been very fortunate and busy with Reuse Zone and had a customer order a set of bags on 8/16. She didn't indicate which patterns she wanted and after three days I finally messaged her to let her know I would cancel her order if I didn't hear from her. She picked her patterns and one has been discontinued (it said it in the description). So I messaged her back and after 8 days and two additional messages trying to contact her I get this:
"Don't know what happened to my previous reply in which I said I don't really care and that you should just pick a pattern that doesn't have cute pastel teddy bears and send my order along. Honestly, this is way too much back and forth. It would make your order process easier if you would say you would make an executive decision about patterns, picking a similar one if you run out of any--just a suggestion. Thanks."
If you were a customer, would you want me to just substitute any pattern? or just cancel your order? Frankly, if I ordered Roses I wouldn't want Tulips, etc. I've never had this happen and in all my real life experiences Customer Service is a huge asset to the business. We went above and beyond at VTB and obviously with LL Bean. Chalk it up to a who is miserable and needs to get laid? :-)
Hope you are all surviving Irene!
Re: etsy shop owners (cs questions)
say you are sorry that you didn't receive her reply to pick any fabric, that you will get the things right out to her, and you thank her for her feedback.
Things are kind of taking a long time (not all your fault), having said that...
I would not implement her suggestion.
I agree. It seems like you have a very diverse range of patterns so I think it would be difficult to just pick something similar and assume that it is what the customer was looking for. (Java cup; and Peace, Love, and Birds are similar in color but if I ordered birds, I wouldn't be happy to get coffee cups.)
I think you went above and beyond as far as customer service and she must be an unhappy person who doesn't know how to read details.
ditto all pp. and yes, sounds like this chick needs to get stuffed.
I would HATE it if someone picked a pattern randomly for me. I often will not order something if that is the case.
I would state that you are sorry you did not receive her previous email and that you would be happy to fill her order as she requests. That is all I would say. She can moan all she wants about how it would be easier to order if you just automatically filled her order with whatever you wanted to give her, but quite frankly-- how lazy is she that she can't select a freaking pattern?!? Especially after waiting over a week to respond to you. What is she, a spy or something that she can't email you back?
Unless she's going to be giving you a ton of business, I'd just ignore it.
Otherwise, you could add something along the lines of "I strive to give very individualized service to my customers who are often very particular about their fabric selections. I apologize if this delay has inconvenienced you, but I know now for the future."
Then go enjoy your day!