Hello Sale, Bye-Bye Product: Four Tips on Order Fulfillment

You've got the product. You've got the shop. You've even made a sale! You've even made cupcakes to celebrate that sale! Now it's time to get that sale to your customer. (Maybe before you make the cupcakes, next time.) 
 
Order fulfillment, as we call it in the biz when we're feeling fancy, is one of the most important parts of your online art, craft or photography business. You've promised your customer something awesome, and now it's time to deliver on that promise. Today, I'll explain the four critical steps to Awesomeness Delivery. Watch for two related posts tomorrow and Friday: Tomorrow, Meylah gives you the goods on how to handle custom orders, and on Friday, you'll get a list of tips that will turn shipping into smooth sailing.

But, now, back to Awesomeness Delivery!

1. Processing

Your first order of business is keeping track of your business. Get into the habit of keeping records of what you make; then, as the item moves along the metaphorical conveyor belt from construction to listing to shipping, you can record all the vitals: cost to make, list price, who purchased it, when it was shipped. 
 
Try a spreadsheet on your computer, or use paper and pen, clipboards or folders: whatever makes you feel comfortable and makes it easy for you to update. Then you'll always know what you have on hand and what orders are coming in. And be sure to keep frequent, regular tabs on your online shop! You never want to miss a sale notification e-mail or otherwise fall behind in processing an order. 
 
Here's why this is a good idea. One time I listed an item in my shop, using a photo of an item I intended to duplicate. Only, guess what I never duplicated! It slipped my mind, my records were unmaintained, and boy did I have a surprise when I went to check my stock after being notified of the sale: I had nothing to send. BE YE NOT SO DUMB. I had to bust my bottom making the item from scratch in less than no time in order to deliver on my next-day shipping promise (and you always deliver on your promise), all because my records that week were sloppy. Please, learn from my mistake. Keep tabs on your shop and keep tabs on your stock, and never will you receive a shock. (RHYMING ADVICE. You are welcome.)

2. Packaging

This might be the most fun bit, because it's all about creativity and presentation. When you are readying your sale for shipping, take the time to package it beautifully. Your materials can be new or recycled, plain or fancy — just make sure you take the time and care to do it mindfully. Sometimes I like to pretend I'm wrapping something for the President, just to give myself a little reminder to go slow. Check out a few packaging posts on Meylah for ideas on how to wrap with style. 
 
More than just gift-wrapping, your packaging needs to protect your product on the long, bumpy ride from your place to your customer's. And if you've ever received mail, well, you know that bumps, bends, even missing hunks are always a possibility. This is the time to take your prettily-wrapped product and give it a leg up against bad weather or careless handlers. Wrap paper or fabric products in plastic to protect it from water damage; nestle fragile or delicate items in secure, sturdy styrofoam or packing peanuts — even balled up paper can protect against jostles. Remember that yours is but a drop in the sea of shipments across the world and package accordingly. And don't forget to include (at minimum!) a simple invoice, a business card, and a handmade note of thanks.

3. Shipping

Your awesome product has been created, recorded, sold, gift-wrapped with care and bundled up like a kid on his way to the sledding hill. Now it's time to actually place it in the hands of your chosen courier. 
 
The postal service you choose is probably less important than the method of shipping. If you can, offer customers a range of  shipping options at different price points and keep careful track of their selection. Then just bring your item to the postal center and send it on its way. You can even arrange for pickup — but you'll need to know exactly how much shipping will be, so be sure to accurately weigh and measure your finished package beforehand, either using a postage/kitchen scale at home or by having the first package weighed at the post office (if you'll be selling multiples of the same thing). 
 
Once you streamline your shipping routine, experiment with offering reduced or free shipping to your customers and watch the impact on your sales.

4. Communication

Lastly and nearly as important as getting your products out on time and when promised: talking with your customers. Let them know you received their order, and let them know when it ships. Otherwise, they'll feel that they've paid for their goods, but they have no idea whether things "went through," or when they can expect to receive them. Communication provides peace of mind. Just a quick note can be enough. And if you are using a seller's marketplace such as Etsy, always be sure you leave prompt positive feedback. If you can't leave a positive remark about your buyer, well, then it's time to examine what went wrong and try to fix it. Customer service starts with a prompt, attentive and courteous seller. 
 
So there you have them, the four steps to order fulfillment, or Awesomeness Delivery: record, wrap, ship and shimmy. I mean communicate. And now you can get on with your cupcakes!

Mary Beth Eastman is a contributor for TrueUp, writes about sewing and life at Supafine, and sells sustainable and handmade objects for grownups, tots and home at Supafab.

Main image courtesy of Shutterstock.