As most people do these days, selling on Facebook is vastly different from selling from a website or store. Facebook automatically makes you feel a connection to anyone - regardless as to whether or not you know them, so its easy to get caught up in the "exception" spiral. As each individual personally messages you to ask you something that goes above and beyond your services, its easy to give in. For one, as a start up business you're afraid to do anything that may stop people from purchasing from you and two, by messaging through Facebook, it feels more personal. But as I said to a client not too long ago, you need to treat your customers like children - treat them like children in that you must remain consistent.
Developing a successful business is very difficult and once you gain enough clientele it can be down right confusing. This is why its important to develop a set of procedures and "rules" regarding order taking, production, payments and so on. Making exceptions for customers when you're receiving upwards of 12-14 orders a day will only serve to confuse you, mix up orders and get bad feedback. And just like children, customers appreciate order. Not only do specific practices make you look more professional and like you know what you're doing, having "rules" also allows for customers to not take advantage of you and keeps you organized and focused in those busy times when you barely have time to pee.
Be true to your customers, be honest and forthcoming, but set a precedent and stick to it.
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