This is the MOST important part of your candle business.... why don’t people talk about this more??

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Опубликовано:

15 окт 2024

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Комментарии : 129

@hummingbirdess8763 4 года назад

I took a class one time on customer service. When someone calls and they are already angry and defensive, the most important thing I learned is NEVER interrupt the customer, allow them to fully go through their frustration. When you do this, think of it as climbing anger mountain....when they fully get it all out, they have no place to go but down. THEN, you can speak and try to offer a solution. I worked in insurance for many years and I can tell you it does work. In an email, I would simply respond by asking “ what would you like me to do to rectify this situation, I want you to be happy. This leaves the solution up to the customer. They will not usually go overboard with their request because you are being so nice. It does work.❤️

@tammywoodley8638 3 года назад

You just might be right about being nice. I've really do but some will still be unhappy.

@hummingbirdess8763 3 года назад

@@tammywoodley8638 some people are never going to be happy, you just do your best and know you did what you could. Most people will be pleased.

@greysalvador2120 3 года назад

i guess it is kind of off topic but does anyone know a good site to watch new movies online ?

@moonlightj0y 4 года назад

You're right about good customer service. I started my business last month and got one customer who's address was correct but they had trouble delivering to her. So I got it back. She told me she never received her item but it was marked as "delivered". Instead of automatically assuming she was trying to steal, I told her I'd look further into it. Turns out they returned it back to me but I hadn't yet noticed lol The package was outside my door, I asked her if there is another address I can send it to and she told me to try her PO box. So I sent it again (had to pay shipping out of my pocket) but she eventually got her candle and she loved it and tagged my business in a post! And also some of her family members placed an orders as well. I think my customer service helped and she was happy in the end!

@tammywoodley8638 3 года назад

I think so too.

@toyshiajohnson8604 2 года назад

Yes customer service is everything I have learned this over 20 years of teaching 👍🏽 stay professional

@sarahaho77 4 года назад

This is so on point! Customer service makes your business. You can have the most amazing product in the world, but if your CS sucks, you’ll drive customers away. They *will* tell their friends and family, too! Better to kill ‘em with kindness when things go wrong.

@Theneedleartnook 3 года назад

I have two Etsy stores (a tutu store for little girls and a wedding brooch bouquet one) and this is the way I run them. I go above and beyond for my customers, because that is the way I would like to be treated. My 16 year old daughter just opened her candle store on Etsy a few months ago, and I'm trying to teach her to run her store the same way. Thank you so much for all your help, you have taught me a lot about candle making so that I can help her grow her business. You are doing an AMAZING JOB!!!

@Rumpelstilskin7 3 года назад

Great vidteo! I also think customer service is the most important part of every business. Thanks for sharing!

@gingeyy.x1755 4 года назад

Thank you for taking so much time to break down everything in the candle making world. It’s always so helpful Erica!

@lolshey707 2 года назад

Ty for this vid! I work at Publix and one of the things they teach is to treat costumers as royalty and let me tell u I have had costumers that omg 🙄 some have even made my managers cry but we still go that extra step for them bcs I would say it’s 1 or 2 out of 100 there’s really those that it’s a pleasure to help costumer service has help me a lot to understand people and the way they think and what they want I would say don’t be scare there’s mean people but there’s those really REALLY nice people that just make ur day better and help in wanting to do more for them and for the company/ business ❤

@candiced2138 3 года назад

Excellent video and advice in customer service. Customer service is the heart of every success business. Happy Holidays!

@DesignerNerida 4 года назад

Yes Customer Service can be challenging, customers are not always right! As a business owner I try to avoid putting myself in difficult situations. Sometimes we can avoid then.

@carol20yn 4 года назад

Best advise i have heard and seen. Thanks so much. We need more people like you in this business world. Keep doing you!

@MemoryBoxCandleCo 4 года назад

Thank you so much! ❤️

@IreneSilva 4 года назад

Currently binge watching your videos! Thank you for all the information you share with us ❤️ you’ve truly helped me in my candle making journey!

@tammywoodley8638 3 года назад

I really understand where you are coming from, when it comes to good customer service. I went to a company to buy a regular item the customer service was so great we laughed and communicated so well I even wanted to become an employee. So I did and when I did I found out how some even though their custom service was great really felt about their customers. It wasn't positive. That when I learned customer service is a powerful thing.

@Sweetie505 4 года назад

You are absolutely correct!!! Customer service is number one! Word of mouth is everything. Im new to this candle making business. Im still testing and giving myself 6 months to perfect my candle and handing out freebies to family and friends for feedback. But I have ran a successful dance company for 6 years and went from having 15 students to 175 students in a few years. I say alot of that is due to my customer service. I will say keep customer service in mind when pricing your candle. You get what you pay for and that includes customer service. If your candle is priced right and you account for overhead, you won't mind giving out a few free candles. 😃

@chariswright3408 4 года назад

100% agree with everything you said! Customer service done well always results in happy (and returning) customers! It can be difficult hearing bad things back from customers initially - for me it’s been that a couple candles have arrived broken - but I always find that by the end, if you’ve helped them out, it’s a really lovely experience. It provides you with a great opportunity to connect with your customers. Just heard back from a customer today actually because she got a replacement of a broken candle and I sent her a snap bar as well to thank her for her patience; she messaged me to say she was so happy and even though she had already left me a lovely five star review she updated it. Definitely can’t neglect customer service if you want to be successful!

@christinemackenzie3692 Год назад

Printed and always used! Thank you!!! You’re awesome!!!!

@desireegonzalez7574 4 года назад

I bought amber stones on Etsy and never received after the post office marked it as “delivered.” The woman who sold me the stones lived in a different country. When I contacted her about the missing package, she basically told me it was my problem, and that I should call the police if I thought someone stole it. Mind you, I waited 4 weeks for this delivery. She was just so removed and unhelpful. Then I gave her one star for a rating and she sent me a message saying basically, karma is a b****. I would never treat any customer this way! The stones arrived 2 days after being marked delivered, but I stand by my review because her attitude was terrible!

@MemoryBoxCandleCo 4 года назад

Oh wow that’s awful! :/

@youtalie6737 4 года назад

Wow, I guess no one told her kindness has no enemy.

@shocko562 3 года назад

would seem to me it was the post office that was at fault not the supplier. Perhaps she was removed, or it was a language barrier....she could perhaps have been a little more emphatic but did she really deserve 1 star? I don't think so....

@youtalie6737 4 года назад

I did instacart before starting my candle business and it taught me so much about customer service tips make or break your check. The customer is always right even if they dead as wrong. But most customer are sweet and sincere honestly. Kindness has no enemy.

@msmezmerize494 3 года назад

Omg I just love your bloopers or whatever at the end of your videos!!🤣🤣🤣🤣🤣🤣🤣🤣🤣

@mratchford42992 4 года назад

I just started my candle line last week.

@sunshineroyal494 3 года назад

I’m gonna be getting my supplies starting today so I can get my business going

@thedoubleboiler6971 2 года назад

I can't believe that I forgot all about this step. 🙁 I'm so close to launching. I love hearing the stories and how they were resolved. Thank you for sharing. Also, the lack of smell is sure in line with COVID. I lost mine when I caught it, for about 1 month.

@etajourney 3 года назад

You’re awesome 👏🏾 😁👌🏾 I appreciate your information.

@rarsimon 4 года назад

This was excellent. It's hard when things go wrong but how we handle it makes or breaks a business. We tend to let frustration lead to unprofessionalism but just treat the situation as if it happened to you. How would you want to be treated? Erica this was excellent, thank you.

@MemoryBoxCandleCo 4 года назад

Thank you so much for watching! ❤️

@ashleylennon1829 4 года назад

I love this! Customer service is so important. When I worked in retail, I had several positive yelp reviews and countless happy repeat customers. I hope to make my future customers just as happy :) (PS... I'm a serial people pleaser, so it's sort of hard for me to be anything but overly helpful 😂 I guess it works in my favor!)

@MemoryBoxCandleCo 4 года назад

Yep I’m a people pleaser as well! (Which makes youtube hard sometimes 😅)

@simplyblessed_ 4 года назад

I get excited when you posted like yay my teacher on lol

@MemoryBoxCandleCo 4 года назад

😁

@rubynieves2668 4 года назад

I'm glad you focused on this, its absolutely true whether you have an amazing product or a mediocre one how you handle customer complaints is vital to business growth. I would love to see a video demo on how you test a batch, and at what point you have to trust the process. Keep going!

@MemoryBoxCandleCo 4 года назад

Thank you Ruby!!

@sheilavillalobos4106 3 года назад

Yes Customer service is key to run a smooth and efficient business. I worked at Four Seasons and I learned all about it.

@najla492 4 года назад

I started my business this month and your videos are such a huge help! I’m learning so much from you. sending u love all the way from Saudi 🤍

@youlissa2001 4 года назад

Thank you so much Erica! All your videos are so helpful and you are very right! This is something that isn’t talked about very often. I think the same way; put yourself in their shoes always, your customers will remember what you do for them. ♥️

@caitlyn140 4 года назад

Your videos are the most helpful :) I would crash and burn without them!!

@grrlinthecurl 4 года назад

Omg i swear you read my mind! I was going to write this on your most recent ig poll asking what topics to discuss !

@MemoryBoxCandleCo 4 года назад

Haha girl I’ve been needing to make this video for a while now! It definitely needed to be discussed ❤️

@danielleedwards8786 3 года назад

I personally think you did a wonderful job in every situation you explained. :)

@MemoryBoxCandleCo 3 года назад

Thank you! :)

@indigoscents 4 года назад

I totally agree with you on giving the best possible customer service experience!

@beverlyphillips8572 4 года назад

This is really an excellent video and you are a fabulous customer service rep, you see things from the customer's point of view and to me, it's really the only way to approach your customers. I just watched several of your older videos and having watched others in the profession may I say what an excellent public speaker you are. I DON'T like comparing one to another as all have their individual styles but I especially appreciate your speaking manner as I am hard of hearing and your articulation and phrasing is so good I never need to use the CC option with you....as I do with virtually everyone else. People do not realize that when they mumble their way through or step away from the camera to fetch something, listeners lose part of what they're saying. But I can understand you perfectly at a reasonable volume so thank you for being such a great speaker plus your information is very helpful. Another great video!

@MemoryBoxCandleCo 4 года назад

What a sweet comment!! Thank you so much! So glad you enjoyed the video! ☺️

@ginamarie2782 4 года назад

Excellent topic! Thanks Erica. I haven’t launched my business yet, still getting to know the craft but this is something I hadn’t though about. I agree with you. Very helpful.

@metrini 4 года назад

Its your business and you make the rules of how it works!! Thanks for sharing!

@marcysia7789 3 года назад

Hello Erica. You are the nicest girl, full of energy and enthusiasm that I saw on you tube! Thank you for all the informative videos. You are very capable. I have a question. Are you working from your home? Do you rent any premises? Because I don't know if I can legally start a home business? Please help 🙈🙉🙊💝

@naimahnicholls2022 3 года назад

Lovely advice, thankyou 💕

@haninoersali7338 4 года назад

Customer satisfaction is the best choice for running a business..and you did a great job for it😄

@meyanrose 4 года назад

At this point I pretty much watched all of your videos. I am super into candles, and really want to start making my own. Thank you so much for all your videos!

@MemoryBoxCandleCo 4 года назад

Thank you so much for watching! ❤️

@claudiacastillo1765 4 года назад

There are so many candle youtubers, but you are my favorite, you explain to well......saludos desde Mexico....¡¡¡¡¡¡¡¡

@MemoryBoxCandleCo 4 года назад

Thank you!! 💜💜☺️

@QSTORM813 4 года назад

Great topic! Thank you so much! Customer service is everything.

@vewil7694 4 года назад

I have a customer service background and I agree 100% with you. Great video.

@latrecemcfarland8737 4 года назад

Such a Great Video..thank U so much Erica for All the Important Information ❤❤

@MsHTownsend 4 года назад

Great video! 100% agree, excellent customer service is paramount to a business' continued success.

@dannyberrios3052 3 года назад

This video made me a subscriber thanks for the tips

@kimutzman3352 4 года назад

Great advice, Erica! Customer service is key!

@MemoryBoxCandleCo 4 года назад

Yes it is! ❤️❤️

@drebuydos5679 4 года назад

Hahahahahaha. The blooper was the best.

@MemoryBoxCandleCo 4 года назад

😂😂😂

@kimutzman3352 4 года назад

Right???

@canfieldhandcraftedsoaps 4 года назад

This is AMAZING advice. Everyone has their own opinions on handmade products and we've got to be okay with that as makers. I love "surprising" people with refunds if they comment that the flavor of my lip balm wasn't to their taste. 100% of the time they've been happily surprised and my explanation is always that they deserve to have something they really love. Much of the time they've become repeat customers. Going above and beyond to make people happy is totally worth it. 😎

@MemoryBoxCandleCo 4 года назад

I love that!! ❤️

@alicarolina220 4 года назад

gosh, I was just talking to my husband about this. I guess I can say that I am pretty good at customer service, the challenge is that this is my company and not someone else's. 😳So it makes it a bit more stressful

@pegblack7302 4 года назад

All amazing advice. Thank you for sharing!!

@MemoryBoxCandleCo 4 года назад

Thank you for watching!!

@FreeSpirit1111 4 года назад

Customer service, I would say, is 60% of your business while 40% is the product. I have seen people have amazing products in smaller boutique stores who ended up closing up shop due to bad customer service and determination amongst angry customers to spread the word. I have seen people have not so great products but their customer service was excellent and word got around as well. People will always remember how you made them feel and what I've learned in the 15 years of being in customer service is that people will remember more when they've been angry about responses or when they've been super wow'd. An angry customer, however, is more willing to hop online and vent out their frustration, and may even tag your company. If you can get down your customer service you have conquered a good chunk of the customer-facing part of the business. SN: I placed an order from you on Etsy and I am too geeked to get it!

@MemoryBoxCandleCo 4 года назад

Yesss I agree 100%!!! And ahhh thank you so much for your order!! ☺️☺️

@Stylistaaaa 3 года назад

This was great advise. I remember ordering a huge amount of bottles from a supplier (11 cases), let’s call them Company A and I received my order in surprisingly quick time despite being in another country, but it arrived banged up really bad with 3 broken bottles in one of the cases. My first thought (incorrectly) “wtf? I’m not ordering from these people again. No bubble wrap, nothing to secure my package”. That was partly because I had to pay ridiculous fees for customs and brokerage fees and some of my order was damaged. I was annoyed, won’t lie because bottles were (and still are hard to get) during this pandemic. I reached out and they immediately asked me if I wanted the bottles replaced and I stated I did or a refund (pro rated) for the three bottles that were damaged because I didn’t want to pay additional fees just for 3 bottles. I was very clear I only wanted a refund for the bottles, nothing more. It’s a business after all. Company A refunded me the whole case, which I did not expect at all. In contrast, Company B, my shipment arrived fine, however took 5 months (I kid you not), the order was wrong, excuse after excuse as to what the issue was, no apology. They also sent my order in segments, so I had fees every time they sent another piece of my order and when I had an issue (items were missing based on what the invoice said) I got “we’ll be happy to send the replacements” which came with additional fees, and was 2 months delayed. Trust me when I say I will continue to shop from Company A and B has definitely lost me as a customer. I just sent a quick note to Company A letting them know they’d have less issues if they packed the bottles differently and hopefully that will help.

@jhiselebardot 4 года назад

I used to work for UPS so I know how shitty their shipping service is. When I place orders with businesses, I NEVER place fault regarding shipping delays to the company who did what they had to do as far as processing my order in a timely fashion and providing accurate tracking numbers. I’m gonna use my common sense and know my problem is with the shipping company and not the business I purchased from. But common sense isn’t that common lol Majority of the time it’s the “shipping & receiving” part of the buyer’s experience (which is totally out of a business control) that leaves the consumer unhappy. Meanwhile the shipping company gets off scot free since you HAVE to use them smh & the business is forced to “clean” up their mess. Smh Sorry about the rant, but this video was informative and thank you very much! 🙂

@hummingbirdess8763 4 года назад

Maybe it would help if you created a note of sorts to put in each person shipment that detailed not only the warnings but placement, size of room, how many hours to burn, etc, etc. I am thinking of doing this my self. I could run off a bunch of copies and just stick one in ever box. That might help if this have some particulars before they burn and it also gives you something to fall back on. I know before I got into candle making, I did not know half of what goes into a “good candle burn and scent” before. It is certainly not common knowledge. Just my opinion 😁

@lizabethswitzer9113 3 года назад

Maybe the lady who couldn’t smell it had her family and friends say how good your candle smelled. Then she will say how great your customer service was, and you may have several new customers!

@Brainjoy01 4 года назад

I also feel like screenshotting the customers complaint and asking Facebook groups is dangerous as well because some of those business owners can afford to LOSE a customer and aren't thinking about retention, reviews, or customer satisfaction.

@AwakenUrMind 4 года назад

This was so good, thank you!

@creationsbykaye9811 4 года назад

Great Advice Thank you for sharing.

@weatherboyderogatory5054 4 года назад

Thank you for posting, it’s very helpful

@sharonmckean549 4 года назад

Erica...great video ❤ you mentioned paying for return shipping. Will you be making a video on how to do this through etsy? How do they get the shipping label...do you pay for them to use flat rate boxes or are there different options for a customer to send items back?

@MemoryBoxCandleCo 4 года назад

Great video topic! ❤️ You can either include the return shipping label in the box with the replacement candle in it. Or you can send them the label on Etsy messages. You just have to make sure that they still have the same box that the first candle came in so that your label will be valid!

@sonicamy4518 4 года назад

Your absolutely rght. I was a nurse before my skin care/candle business I learned empathy at a high level. Watching people die gives you a tremendous outlook on life. So, I always treat my customers like family and if something is wrong I personally handle it and fix the issue. With the pandemic raging I make it clear that shipping times are slow. That they need patience. Most people are very understanding if they know up front. Don't wait till it's a week late getting there and your behind the 8 ball. Put things like that up front. Wholesale Supplies is the worst at customer service. They are always unforgivingly slow. I order from states that are clear in Washington State and get my order in 5-7 days, WSP will always be 10-12 days and we boarder on the map!!! I hate ordering from them, but sometimes they are the only one who have what I need, very frustrating! They also don't care, and it's obvious. Enough said there! I just feel everyone should be kind, trustworthy, and genuine when your in business!

@SimpleClarityCo 4 года назад

Yes!!! Love this!

@melissagandarinho1288 3 года назад

As someone who has worked in the Customer Service industry for a long time (10+ years), I disagree with the mindset that the customer is always right. This mindset allows customers to be extremely entitled and demand free stuff at all times. Because of this mentality and companies succumbing to it, customers abuse and take advantage of this time and time again. While I understand that as a company you should make sure your consumer experience is good and you bring customers back, but you should not penalize your company for the actions of consumers. If the issue is your fault, absolutely take full control, but for shipping issues, personal scent complaints, and mundane complaints, a company should not stress themselves out on things that are not the companies fault. You can still provide good customer service and help the customers, even if it's outside of your hands, but giving people discounts/free stuff, and trying to succumb to them to keep them, is not worth it in the end, when you are wasting time and money on a customer that may never come back. It's a gamble for sure, but I think people need to stop prioritizing 'the customer is always right' because this is so toxic and hazardous to small businesses.

@jdy89 4 года назад

I wonder if your customer complaint about HT was related to her expecting the HT of a mainstream paraffin candle? I guess what I'm asking is do you find that theres gonna be a scent throw discrepancy between a homemade 100% natural soy vs say a Yankee candle no matter how well the soy candle is made? I've bought Yankee and goose creek candles before, and while the scents are undeniably amazing and very strong, I notice that they use too much FO (its seeping out) and are overwicked. I know this is long, but do you know what I mean? Like do those types of mass-produced paraffin candles give customers unrealistic expectations? Can/should homemade soy carmakers even try to compete with that in terms of HT? Or is it just a different target customer demographic? I'd just be curious to hear your thoughts.

@MemoryBoxCandleCo 4 года назад

Yes I know exactly what you mean! And I definitely think that most customers don’t realize how different a mass produced candle can be to a homemade candle ❤️ And no I don’t think we need to compete. It’s an entirely different market! 💜

@jdy89 4 года назад

@@MemoryBoxCandleCo thank you for sharing your thoughts Erica. I appreciate how much you interact with your viewers :)

@BS-tm3ls 4 года назад

I’m guessing that you probably saw that post a few weeks back in the diy group about the sarcastic candle supplier whom shall not be named. It became a big debate between the members and a few names (“Karen”) were called. I completely agree with you btw about taking emotion out of your responses and not to make the customer feel interrogated. Most customers just want to feel heard and understood.

@user-lp2nz7vq6b 3 года назад

We've all been a customer and we all know what good and bad customer service looks and sounds like. It really shouldn't be a hard thing to understand, but I think a lot of business owners take offense to any kind of criticism and that causes them to ultimately fail. You are going to have rude customers and bratty customers and customers who feel "the customer is always right". Let them feel the way they want and just do what you can and what is within reason to accommodate them. In my experience, someone may start off really rude and nasty with you, but it's only because they feel they have to in order to get their issue rectified. If you are immediately kind and accommodating with them, their tone often changes because most people don't want to be rude to someone who's trying to help them, or at least they feel stupid for being rude after realizing you're being helpful. I like your positive attitude towards customer service. People should always view customer feedback, whether it's negative or not, as a way to improve their business. If you're being bombarded by a ton of negative reviews, that should make you think about whether or not you're the one doing something wrong and you should then be able to improve on what went wrong. If you're getting a bunch of positive reviews, you can focus on what you're doing right and make it even better.

@rebekahcyphus2364 4 года назад

Yipee hi.I love candles my parents has to pull me away from the candle isle.

@KYESHAKNOWSSKIN 4 года назад

🤣🤣🤣

@krosettedesigns 4 года назад

Great video because customer service is lacking in so many areas...

@ysabelgarcia2134 4 года назад

Hahahahahahahaha "much better to have it too small" hahahahahahahahahahaha and your face XD oh god!!! I laughed for bout 15 mins

@MemoryBoxCandleCo 4 года назад

😂

@shinningstar439 2 года назад

So I wanna do all sales are final for my business. I would only give refunds under extreme circumstances. What are your thoughts on that?

@alexis6246 4 года назад

Hey can do a review on maple street candle company scents please 😊?

@EEAM1986 4 года назад

That was awesome

@makesyofficial 3 года назад

Love!

@mayrazuniga4537 3 года назад

Where do I get the costumer service deals and how much they are?

@Izybuzy 3 года назад

Something like this happened to me recently. I ordered a wood wick clip, but supplier sent me for cotton wick instead. I complained and they asked me to send it back to them so they can refund my money and they willing to pay the shipping. But I told them that's not what I want. I want them to send me the wood wick while I send the cotton back to them. Because, I need to spend time to send it back to them, and I just paid a shipping price for wood wick that I don't get. While I only get a refund? That's unfair for me. I politely explain my situation but then they don't reply my complain anymore. If their service is good to handle situation like this I will definitely work with them in the future. I will produce candle for souvenir too, and I have friends who working in candle industry and may need a new supplier. Too bad for them. I do learn from it too for my own business. I will try as professional as I can.

@esmeduran4581 4 года назад

I love your jars ! I can’t find any that look like that where do you get your jars from ?

@MemoryBoxCandleCo 4 года назад

Calcandlesupply :)

@esmeduran4581 4 года назад

@@MemoryBoxCandleCo thank you so much 😊

@silkyebb 4 года назад

Hey i'm New to candle making and selling, I have 2 customers that bought a candle and their wick dislodged and leaned on the glass, which cause the label to burn with one customer and the glass broke with the other customer she said she went to sleep with hers li.... they both admit to having the candle burning for more then 5 hours at a time.... is this my fault... i put warning labels on the bottom of the jars which clearly says dnt burn more then 4 hours at a time ?

@tattooednailgirl7553 4 года назад

I feel like you should have talked her through candle placement, room size, near a window or AC, etc. I feel like if you had talk to her about those things, maybe moving the placement of the candle would have helped. Instead you didn't and potentially lost a repeat customer and possibly more customers since now she has the ability to tell people your candles aren't that great. When in fact they could be amazing and it was just that she is new to candles/wax melts and doesn't know that size of the room, placement, etc all should be taken into account when it comes to scent throw. I'm extremely polite to my customers and try to help them as much as I can. I also am happy to offer shop credit, extra items, etc. But I DO talk to them first about the placement. I've had several people realize their wax was in a bad location and it made a huge difference. They appreciate the fact that I took the time to work with them and not just be like oh well here is more product. I hope that made sense.