Reviews can make or break your brand’s image in the eCommerce world. Of course, you’ll always have a few trolls or hyper-critical reviewers who leave low ratings, so you'll need to score great reviews to offset them. Here are a few tips to ensure that your overall product rating stays high.
Honesty is the key to leveling expectations and keeping your five-star record. Write accurate descriptions of products, including their measurements and materials. Also, be clear about which accessories come with your product.
Product photos should show the item from every angle. This is where ordering samples comes into play. Mockups can only show a limited view of your designs, but photographing your samples give your customers a better idea of the items they'll receive. It also may be tempting to alter your photos digitally, but again, the key is to depict your products accurately.
Give accurate shipping times. The key here is to be realistic. If you fulfill your own orders, how long will it take you to ship them? If you use print-on-demand, stay up to date with our production time frame. Once an item has shipped, it's up to the carriers to deliver your product on time. Make sure you research how long different carriers tend to take.
Issues in user-submitted designs cause most printing errors. To combat this:
Order samples. Mockups aren't always an accurate representation of the end result. Order samples to make sure the item looks exactly how you intended it to.
Try testing your design on different materials before adding something to your store. Check out our printing guide for details on how fabric types affect print quality.
Printed Mint does its best to ensure quality at every step, but if something slips through the cracks, our customer service team will be happy to help.
Have a great customer service
Be responsive. Etsy, for example, incentivizes sellers to respond to messages within 24 hours. Save time by drafting a few generic responses that correspond to the most common questions you receive.
Answer the phone with a smile. It may sound silly, but your voice will come across as friendlier if you are smiling. It's harder to be angry at someone who is kind to you!
Keep customers happy. Replacing items for free or offering a discount on future purchases will ultimately be less expensive than the price of a one-star review pulling down your average, especially if you're just starting out.
Add a personal touch
Printed Mint offers many custom branding options, including crinkle, ribbons, cello bags, logo stickers, and marketing cards. All of these combined create a memorable unboxing experience that will leave customers thinking of you.
Marketing cards are a great way to thank your customers! Offer an incentive for leaving a review or include a coupon code to keep customers coming back for more.
Send a quick email after your customer receives their product. Ask if everything came out as expected and address any errors. If they had a good experience, ask them to leave a positive review!