Taking phone call in your Etsy shop may just be personal preference. For me, I run an online shop for a reason. I prefer to do everything online or via email/messenger. You may feel the same or you may love the more personal interaction with your clients. Either way, I have some dos and don’ts for taking phone calls in your Etsy shop.
If you decide to take phone calls in your Etsy shop
If you think the more personal touch of phone conversations is a good fit for your Etsy shop then here are a few things to consider:
- Are you going to post your contact number in your Etsy shop?
- Are you going to ask that customers email you a request for a call back?
- Are you going to use your personal phone or get a business line?
Providing a contact number in your Etsy shop
If you are going post your contact number for phone calls in your Etsy shop I suggest getting a “Google Voice” account (which is totally free). This will allow you to post a phone number for customers without actually giving out your personal number. Google Voice will forward all calls to any phone number you choose. They also have messaging services and voicemail transcription. Keep in mind, if you post your contact number people will call whenever is convenient for them and that may not be a convenient time for you! If you miss a call you can set up a greeting stating the time of day you return phone calls so the customer knows when to expect your return call. Make sure you tell them what time zone you’re in.
Email requests for a call back
Another option for taking phone calls in your Etsy shop is to ask clients to send you an email requesting a “Free Phone Consultation”. Ask them to provide their contact info, a brief description of the item they’re wanting and to let you know when a good time to call back is. You may want to put something like this in your listings and in your shop announcement:
“I gladly offer free phone consultations Monday through Friday at either 9:00am or 6:00pm Central Standard Time. If you’re interested in a free phone consultation, please send me a message including the following information:
- Contact number
- Brief description of the item you’re wanting to purchase
- Day of the week and time you’d like a call back (again please note I offer consultations Monday through Friday at either 9:00am or 6:00pm Central Standard Time).”
You’ll want to change the times to times that work for you of course. Only giving 2 time options gives you more control of when you’re on the phone and helps you better schedule your day. Again, it’s super important to state your time zone!
Regardless of if you’re taking live phone calls or you’re calling clients back at scheduled times you absolutely MUST be taking notes during the phone call. As soon as the call is over, follow up via email with the client recapping the conversation. Ask them to respond to the email confirming all the details are correct. This covers both parties in the event of a miscommunication. If there is ever a dispute of any kind, Etsy will need these emails for dispute resolution.
If you decide not to take phone calls in your Etsy shop
Deciding not to take phone calls in your Etsy shop is also a good way to go. I mean, this is my preferred method after all. If you live in the US, taking this rout is pretty simple, just don’t post any contact info and don’t offer free phone consultations. Other countries may require you to post a contact number. If this is the case you will have to post your contact info (you can still set up that free Google Voice account so you’re not handing out your personal number) and then simply leave a voice greeting stating all inquiries need to be submitted in writing.
If you do happen to get a message requesting a call back simply reply and state that you do not offer phone consultations. You may want to say something like this:
“Hi CLIENT NAME,
Thanks for reaching out to me requesting a phone call. Unfortunately I don’t offer phone calls in my Etsy shop. This is to stay in compliance and provide written documentation of conversations should any issues arise. This policy protects both me as the Etsy seller and you as the client. Thanks so much for your understanding.
I’d be happy to address your concern via email. Please respond with any questions or concerns you may have. I look forward to hearing from you soon.”
Deciding if you want to take phone calls in your Etsy shop is something you really need to consider and ultimately it’s up to you and what fits the feel of your shop. There is no wrong or right way to go.