customer service

After a not so helpful customer service experience with another business recently, it got me thinking about my customer service.

To make things very clear about how your order will be treated, I have for some time had a carefully written full page about Terms and Conditions of sale from Vetty Creations. This sets out the amount of time you can expect for your order to take, the type of postage service I will use and all sorts of other details. I hope that people read it before ordering, and then that they refer to it if they have questions. And of course, you can also email me if you have questions.

Typically I send out a personalised confirmation email about your order on the day that I receive the order. If your order comes during the weekend, then your reply will typically be sent on the Monday. In the email I state when the order will be posted, as accurately as I can. If I say it will be sent that day – which most orders are, unless they come in the afternoon, or unless they are an international order and I’ve already been to the shops that day – then it will be sent that day.

If you don’t get a confirmation email from me, it possibly means that your spam filter has filtered me out. If I get a bounce notice letting me know that my email was rejected – sometimes I do, and sometimes I don’t – then I’ll try another way to get an email to you, such as even by using my Hotmail account, which surprisingly can sometimes get through where others can’t.

Sometimes the email address that I am given that is attached to your Paypal account is out of date. If that’s the case, then there’s not really any way I can contact you, however much I try. I’m sorry about that, but perhaps you could make sure your email address is up to date? (wink!)

I want you to be informed. If your order is going to be delayed for any reason, such as if a product is out of stock which happens occasionally, then I’ll let you know.

If there is any problem with your order, please let me know. If I know, then I can do something about fixing the problem. If I don’t know, then I can’t.

So I guess this post is all about keeping the lines of communication open. I want you to be informed about your order. I want you to know that I aim for excellent customer service. If you think I’m doing a good job, please tell your friends. If you think I am not, please tell me.