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Hi! I’m Lucy.
Chardonnay and vintage finds lover, founder of the handmade jewelry brand bel monili *and* your new guide to making your handmade business WORK online.
As a craft business owner, your customers are at the heart of your success. But how often do you take the time to truly listen to what they have to say? Listening to your customers can provide valuable insights into what is working well in your business and what areas need a bit of help.
Let’s explore the benefits of actively seeking input from your customers and how you can use their feedback to help your craft business bloom!
Disclosure: some of the links below are affiliate links, meaning, at no additional cost to you, I will earn a commission if you click through and make a purchase.
Listening to your customers is essential for any business, but it is particularly important for a craft business.
Crafting is often a personal and emotional experience for both the creator AND the customer. So a business owner that actively listens to her customers is more likely to build strong relationships and develop a loyal customer base.
Your customers can provide valuable feedback on the quality, design, and overall experience of your products. By listening to their suggestions and concerns, you can identify areas for improvement. Then, you can make changes that will increase customer satisfaction!
Customers can also offer insights into trends and in-demand items, which can help you stay ahead of the competition and innovate your offerings. A nice bonus!
By actively listening to your customers, you can also build trust and credibility with them. When customers feel that their opinions are valued and heard, they are more likely to return to your business…and recommend it to others.
This can lead to positive word-of-mouth marketing, which is one of the most effective forms of advertising.
There are several ways you can request and receive feedback from your customers.
If you have an active email list (I hope you do!), then you can create a survey and send it out to your list. Free surveys can be created on several websites such as SurveyMonkey. The free version is usually a great place to start and will give you the tools you need to get valuable responses from your customers.
You can also ask questions on social media. Use your Instagram or Facebook posts and stories to ask your customers their opinion. This is the perfect way to see what colors, designs, and options your customers prefer.
Consider reaching out one-on-one. I know this is hard to do! I think many of us makers are introverts. But if you’re not, you can email or call (gasp) your customers and ask them their opinion. Have a list of questions ready to go, and you may develop strong relationships along the way!
You’ve sent out your survey or emails, and now you have a bunch of answers. What do you do with it all?
You will need to sort through all the answers, and identify areas for improvement. Do this by looking for trends in the answers you received. You don’t need to change everything!
If only Sarah feels like your packaging is “too much”, then that’s more of a “Sarah problem”. But if Sarah, Rhonda, Ellen and Josephine all say the same thing…then I would put that on my list.
This can be a humbling process – please don’t take things too personally! You want your business to be better, and the people are telling you how.
This may involve making changes to your products, improving your customer service, or adjusting your marketing strategy.
By consistently identifying and addressing areas for improvement, you can ensure that your business is continually improving to meet the needs of your customers. Which is the ultimate goal, right?
Actually Implementing changes based on customer feedback is essential for creating a successful craft business.
Here are some steps to consider when implementing changes based on customer feedback:
Remember – this is a constantly changing business! It may take some trial and error to find the right solution. But by consistently listening to customer feedback and adjusting your approach, you can continually improve your craft business and provide the best possible customer experience.
Part of building that trust factor is actually responding to feedback. Surveys can be anonymous, but if you get a personal email or even feedback on Etsy, you will want to respond.
And I get it, sometimes people are nasty. I suggest you take the high road, and answer all feedback in a positive and constructive way.
The customer experience is one of the most important factors to the success (or failure) of any business. In today’s online world, it can be harder to get feedback from your customers.
But all businesses need to hear how their customers feel. If you work in a “bubble”, you may never see the shortcomings of your business before it’s too late.
I hope these tips on getting feedback and listening to your customers were helpful! If you’re just getting started with your online craft business, I have a free guide that will help! Download Online Selling Must-Haves for Makers and you will be ready to sell online in no time.
After running bel monili (my handmade jewelry business) for 10 years, I launched Bloom in 2019 to create a community where handmade business owners could learn, grow, and support each other in this wild venture of small business ownership. Welcome to Bloom!