In this episode, I take you behind the scenes of my own handmade business – Epheriell – and share the details of our order processing system.
It is so very important to have a system in place to ensure that all orders are dealt with in a professional and timely manner. There is nothing worse than forgetting an order or sending it to the wrong place!
In order to ensure smooth processing of all orders, Nick and I have come up with a process that we have refined over many years and in this episode I share it with you.
No matter your current order volume, setting systems in place early will stand you in good stead into the future, so I hope this episode inspires you to clarify your own order processing system – especially before the busy season really kicks in.
Quotes and Highlights from this Episode:
- It is important to implement a system that is efficient and consistent both for now and for use in the future if someone steps in to help with this part of the business.
- Epheriell is sold exclusively online which makes it easier to keep track of orders, but this system works no matter how or where your orders reach you from.
- The first step in our process is to read each order email in full and check for any other correspondence from the customer.
- Often there are notes with special requests such as change of address or a need for express shipping so always look for these communications.
- It is important to acknowledge the order and contact each customer personally.
- In order to save time and always have the right thing to say it is important to have pre-written notes. You can change details as needed but it is a huge help having these ready.
- Have all of your shipping rates ready so if someone does want express you can quote them correctly. This saves you time and avoids loss of income from errors.
- So the next step is to have an email inbox or folder set up. This way we can sort each order so we always know which ones we have responded to and which orders are ready to be made.
- Now comes the two most important bits of paper! The Book (yep, in capitals it is that important!) and some sticky notes.
- Firstly The Book – this is where we keep every single order no matter where it has come from. They all go in here.
- The Book is just a regular lined book and we separate it into the following ruled sections: Where the order came from, the customers name, exactly what they ordered, and any notes or tracking codes. There is also a little room for us to note down the date it is shipped.
- Secondly comes the sticky note – each order goes onto one of these and it stays with the item throughout the entire process. From the making to the packing until it is shipped.
- We make our items to order so this step is important.
- Once the item is finished and checked it goes (with the post it note) to the packing station.
- At this point the order email will be moved to the ‘to pack’ folder.
- For each order we then hand write a thank you note and invite the customer to share their story online. We make it personal and use their name – this is such a beautiful part of the handmade business!
- All orders are checked against the book once more and then we place the shipping date in there and all items are bundled up and taken to the post office.
- Following this we can then send out shipping notifications and we also have a personal message ready in advance.
- “Keeping people informed is one of the best things you can do when it comes to customer service” {Jess}
- It is so nice to hear back from customers and hear their stories as we often have contact from customers once they receive their order.
- “The customer relationship does not finish when you send their parcel” {Jess}
- Reminder! Thriver Circle Membership opens on 26th October for 48 hours only!
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