Etsy for Everyone

Strumpfkunst in the press

Well, kind of. I got the request from a magazine a while ago to use one of my sock dogs for illustration. No problem, as long as there is a link back to my shop and I am credited... and receive a copy.

Never received the copy, and the online version has no source whatsoever and actually sounds as if the author made the dog, since the last sentence reads "She reduces her use of landfill by making sock puppets."

Recognize this dog?
http://www.shared-vision.com/true-wealth/20080627/from-socks-to-stocks

Not only aren't they keeping to any agreements, this is actually hurting my business - someone else is credited for my work.

I am livid right now. Curious to see what they say - the damage is done, since this has been online for a month, I only now saw it.

The difference between virtual and real friends

When I spend too much time in the forums, most of the time I am surrounded by friendly people. And spending too much time on the forums means you might even mistake the friendly people for friends.

The more MySpace, Twitter, Facebook and what-have-you are integrated in our private life, the more "virtual friends" we have. It's important to remember that that's all they are... virtual friendships. No matter how much fun you are having online, never neglect your real-life friends.

I have different friends. Two that live close by and are my closest friends, the ones that don't ask questions when I call up crying, but jump in the car and are here within a heartbeat.

Some I go out partying with, and don't interact with much outside of the parties.

Some are old college friends, and while we hardly ever keep in touch, when we do see each other, it is as if no time has passed at all. If I call today that I need to stay at their place in Dubai, Amsterdam, Paris or wherever they might be right now, they will have the guest room up and running by the time I arrive.

And then I have some Etsy and Internet acquaintances that I keep in touch with through blogs and e-mail. People where I can bitch about Etsy, gossip, people who I can help out with graphic design and stuff... None of my real-life friends have any clue what I am actually doing here on Etsy, so where's the point in telling them that this-and-that reseller has opened a new store?

But my real-life friends are there when it counts.

April last year, I broke my ankle. One moment I was upright carrying ferrets to their outside enclosure, the next I was crawling on my knees (still carrying 3 ferrets.) Placed them in the enclosure, locked the door, went to hospital. Broken ankle, torn ligament.

And then I called Corinna, one of my best friends. Who was there within 2 hours to take my ferrets along with her, because wearing a cast, I was in no condition to take care of them.

I couldn't have done that with virtual friends who are at the other end of the world.

Corinna also took my ferrets when I went to Milano last month. Okay, she "lost" one of them for half a day, but I am sure she feels really, really sorry about that.

Lotte decided to have an adventure and escaped from her ferret-safe balcony (apparently safe, except when Lotte is around), took a stroll through busy Hamburg and fell into a gully 3 ft. deep. Couldn't get out again, luckily Corinna found her after 6 hours or so... and boy, was Lotte glad to see her.

Corinna must have gone through hell... Losing someone else's pet? That's worse than losing one of your own. Yet she didn't call me... she knew I would have been worried sick, yet stuck in Italy. And when she told me upon my return, Lotte was home safe again, so no harm done.

That's what friends are for.

My definition of good customer support

Obviously, my new job is ideal for getting me started on the topic of great customer support and service... since I actually spend much of my time interacting with customers from the Netherlands and Switzerland.

And I used to work for Amazon.com, where great customer support was key - that was some years ago, but I would guess it still applies. Here's my list:

Be honest
If you screw up, say so. Tell small white lies only if you are certain it won't hurt your future customer relation. Even better, do not tell them at all.

Exceed expectations
Nice wrapping, and handwritten note and small trinkets (like magnets) go a long way when sending out a present. On Etsy, it even seems expected by now.
In addition, it is great when a customer has a voucher and saves money. It is even greater if that customer forgets to add the voucher, yet you return part of the money because you inform him of a current sale that is going on... imagine his delight! That works in many ways - be pro-active.

The sale isn't over yet
Just receiving the money and sending out the package doesn't end the sale - get in touch afterwards to see if everything was okay, or say thanks for a nice feedback.

Negative feedback is worth more than positive
You might be hurt for a second, but you know what - any customer who gets in touch letting you know what could have been improved is worth more than 100 customers telling you everything was great. First of all, most unsatisfied customers never get in touch - they just never buy again, without you knowing why. Treasure negative feedback and do everything you can to make that customer happy after all.

Be lenient
If in doubt, the customer is right. I rather refund money or re-send a package once too often than question if that customer might be lying to me. Believe in the general goodness of people, and act accordingly.

Returning customers are worth loads
Once someone buys from you, try to build on that relationship. Send out newsletters (only after receiving the okay), keep in touch - I got some of my greatest orders from returning customers. It is also cheaper to keep returning customers than attract new ones.

Keep your word
If you say you are going to do something, do it - I think it is what my current real-job customers complain about the most... "Someone promised to return my call, and they didn't." Just hoping that the problem will go away by itself doesn't work.

Smile when you dial
Well, I hope this works also with "smile when you send a convo". I know that my voice sounds differently when I smile while talking to a customer - I am sure this works as well when sending messages.

Think ahead
Often, you can avoid further questions and misunderstandings if you think ahead. When confirming a sale, include the address where you are going to send it to. Try to answer as many questions as possible, even if those haven't been asked yet -. it will save you time down the line.

Arbitrary "law"

Well, this has been an ugly day for me... I have been kicked out of the Etsy PlushTeam.

As you know, I am one of the more outspoken defenders of copyright on Etsy, so the accusal of copying another Etsy member is hitting me hard. What is really annoying me is that I haven't been told who I am supposedly copying.

I have only received an e-mail informing me that I am copying someone's "signature style", informing me that the member has been encouraged to request deletion of the item, a demand to take the listing down - oh, and informing me that I have been removed from the Street Team, no further questions asked.

Funny enough, the email was called "questions regarding item", while of course no questions were asked, nor information given.

You can see the Blimp in question - am I missing something? Especially since it's been listed since November 2007... My Blimps are basically just socks where the opening is sewn into two ears. Faces are always embroidered with thick yarn, designs vary - I get most of my faces by doodling comics and cartoons or going through Japanese craft books.

Which copyright laws am I breaking? Whose signature style is this supposed to be? As far as I know, I am pretty much the only one making these sock Blimps. And sorry if I am wrong, but what is so signature about any of it?

Seriously, I am stumped. And of course pissed of, because I faithfully paid my dues (kiss that money goodbye) and am given no explanation whatsoever.
_____________________________________________

Update 07-03-08

Another team member have since informed me of who she thinks might be concerned. By now, the seller in question has also contacted me, and we'll see how that plays out.

As you can see, I have deleted the Blimp in question. I know I am not breaking any laws, especially as we are talking details in the face, but it is not a typical Blimp of mine in any case, and I do not offend - that one will just be sold locally in one of my other outlets, or maybe given as a gift. Though all of my friends have recently been getting boys, no girls - ach, something will come up.

I'll keep you posted!