Understanding Customer Psychology on Etsy
In this article, we will explore customer behavior when making purchases.
There is a guiding principle that always holds true:
Rule one: The customer is always right.
Rule two: If they are wrong, refer to rule one.
In the past, I’ve dealt with many demanding customers in the store and have encountered quite a few unique situations, which I will share with you.
There have been many awkward situations like, “I ordered the wrong product, can you refund me?” At this point, I checked the order and found it had already been shipped.
Even though I had a customer care script, being too rigid sometimes resulted in 1-star reviews, severely impacting my business sales.
For example, in another scenario, I am a seller, distributing products to customers on e-commerce platforms.
But for some reason, my order wasn’t showing a delivery route (a tracking code). By the time a customer contacted me, I realized the tracking wasn’t working. I then informed Party A (a manufacturer), and their support team responded in an extremely mechanical way as if programmed (they likely responded using a pre-written script).
My store was stuck in the middle. Party A (the manufacturer) replied: “Please inform the customer to patiently wait a little longer; the package is at customs awaiting clearance.” I empathized, BUT it happened repeatedly, and I truly lost all patience.
“I envisioned a wave of complaints claiming I wasn’t shipping to customers, and worse, the store would be shut down. My entire business would be terminated. The payment for goods would be frozen by the e-commerce platform for 6 months or, worse, indefinitely.”
Therefore, I have to be flexible depending on the situation!
I want you to understand that even if you have a meticulously prepared customer service script from higher-ups, you should only use it for reference and not apply it too rigidly. Customers will have a very poor experience.
Do not use customer support documents rigidly.
There are many more experiences I will continue to share below.
Now, switching perspectives to a buyer, what I most desire is for the order to reach me as soon as possible. I long for it every second as soon as I see the delivery route starting to move.
I guess sometimes you feel the same way!
In such a scenario, my action might lead to a positive or negative review for the store where I just made a purchase. This is likely because my expectations for a specific item outweigh the mere act of purchase, placing less importance on the shipping time.
If you are in the seller’s position, you should anticipate this, and you should take better care of that customer, treating them gently and with enthusiasm.
Always treat customers well (as if you were shopping and hoped the store would do the same for you).
What’s your opinion on the above idea? Please leave your thoughts in the comments.
I also wrote a free book for Writers on Medium, and I poured my heart into writing it.
You can download it for free here
-Download everything for free here
About the author
I am John, selling products on Etsy, and I am also a writer.
I hope that my sharing can inspire you to have more motivation in your work.
My shares have achieved a high reading rate, so I can say that the experiences I share can definitely help you achieve similar results
Success comes from both big achievements and small contributions!
👏 Bonus: Get my Free PDF guide on:
❤️🔥 Subscribe HERE to receive an email each time I post my next article.
😻 Tools I Use to become successful on Etsy. And most of them are free to use.
Do you like my article? Don’t forget to subscribe to receive email updates on all my publications.
