Talking to customers?

Just a topic I felt like discussing

I'm a small business owner, and during the day I occasionally see people teleport into my store. Now, I'm morbidly curious by nature and often I'd like to leave my skybox and have a chat with the (potential) customer. I rarely do though, because I'm wondering if people might find it annoying?

It's not that I want to talk them into buying anything. I'm just curious who's downstairs, perhaps how they found my store etc. I did chat with a male customer once when I happened to be walking around the sim, and we had a nice conversation about my products and why he liked them. (Which was interesting to hear, because my stuff isn't really made for the guy crowd.) I feel I might scare others away though, or make them feel pressured into buying. On the other hand I do really enjoy customer interaction.


Would love to hear your views/experiences (as a creator or customer)

As long as it isn't a pushy sales pitch I don't mind shop owners who say hello at all. I like telling them if I like their stuff and hearing what they are working on next.

Also, don't get upset if I don't answer. Sometimes I am trying to get in, find the item I want, and get out again. During those times, I will land, move out of the landing zone, start camming and almost never notice chat until I've TPd away.

Some people ARE spooked even by a glimpse of the store owner. This has been asked in past threads & I remember some of the responses.

Some don't mind, some like to chat also, but most said they'd cut their shopping a bit short, either due to being sidetracked by chat w/the owner or because they didn't like to be 'watched.'

It might be better to satisfy curiosity by sending your alt in to 'shop' instead and/or just watching from a distance. (I don't have a shop, but I love to see what people choose to have fun with in my park sometimes.)

If I'm in my shop when someone arrives I typically greet them with a simple hello, and tell them if they have any questions to let me know, then I just leave them alone. Sometimes they'll ask a question or two, other times they just thank me and go about their business shopping. I think as long as you don't get into pushy sales tactics you're ok.

This ^^

I'm one of those types who can get a bit spooked by it.

One reason I put my home in a different parcel from my shop, even though on the same sim, was so I could leave people alone in there.

As a shopper I think it's kind of refreshing to see an owner/creator actually on scene, interacting with customers. Too often the owner is this elusive character who's profile implies he/she is not on very often and please no IM's, only notecards and I'll get back to you as soon as my oh so busy schedule allows.

Now I'm not saying that's ALL owners....and I'm not presuming people have all sorts of time to cater to their SL clients....(I have a shop.....and I've had shops off and on for 3 years so I do understand the creators perspective too) but it's just really nice IMO to be able to meet the owner...even if it's just a hello. I like knowing that this person is involved....not just some entity who is too 'special' to deal with lowly customers.

So....my 'quick' reply LOL definitely pop in th shop and say hello.....let the customer lead with questions if they have any......doesn't matter if they're skittish and want to be left alone.....just take your queues from them. In the big picture I think an involved shop owner is a very good thing for business. I go to my shop every time I log in.....I say hi if anyone's there....and beyond that, if they want to talk to me more, they'll let me know. But just being friendly can be an effective sales tactic....because if people like you, get a good impression....then it's more likely they'll return to buy from you. It's the same as IRL....good people skills goes a long way.

I might be of a different variety. I LOVE to talk with store owners and such and I've made friends in the past from doing so. (^_^)

Here's where the problem comes in; I get a little twitchy about buying something while the owner is online. As a store owner, myself, I know that they get payment notifications. So, I have this certain fear that they'll want to IM me to thank me or offer a discount or refund or something of the sort. I know these aren't bad things, but, I have a general phobic reaction to the idea of a post-sale dialogue. (._.)

And, it HAS happened to me. I still remember the time I bought some jeans. The seller was so amused at my name that she paid me back 200% and thanked me for visiting her store. It was a nice gesture and I was thankful, but, I was also nervous as all heck. (>_<

I can understand some people being 'spooked' by it, although what I imagine would need a different way of explaining it. I can understand it if some people feel that the owner is watching them. In a small shop more people may get that feeling.

When I stand in my store, I don't often welcome people but sometimes I do, but I stand near the landing spot so most people know I'm there, and I am often asked questions about items. I think the facility of being on hand to answer questions that come to customers' minds is better than not being there so that some people don't feel spooked.

My store is huge so people can get well away from me if they really want to, and I have paging pillars around the place for anyone to click if they need any help or have a question. For smaller places, and when the owner doesn't want to be there, a paging system would be very good, so that the owner need not be around and yet can be paged if online.

I hope that "phobic reaction" isn't common. I have notifications turned off, so I've no idea whether or not someone bought something. Maybe I should put a notice up that I have it turned off

Don't forget to ask them if they would like to buy that all so useful extended warranty..

I totally agree with this

p.s.


And if anyone fancies doing this to me, I will be very grateful lol, I love a bargain

When I was a noob I found a place with all kinds of fae and elf stuff I LOVED, but being not-normal-size couldn't get it to look right. Then one time I was looking around, the owner was there and I asked her about it and she told me how to fix stuff. That kind of customer service has kept me a happy customer ever since. I generally won't send an IM to someone I've never met, so meeting her in her shop probably earned her a considerable amount of L$ over the last 2 1/2 years.

I usually end up tp'ing away after a few minutes if the owner (or a store assistant for that matter) is there and talking and there's noone else around because I won't be able to shake the feeling that they'll constantly be looking over my shoulder (stores like ETD had assistants too but there always are 5-10 other people around so it's very different there).

On a personal level I'll also feel pressured into buying something (they're right there, if you leave without buying it'd be rude) or making some kind of compliment even if I hate it (again they're right there, just ignoring and acting like they're not there seems rude too).

Good point Milla. I've met some owners by coincidence at times, and it was handy if I had a question or request about a product for instance. When I was newer, though, and if we were the only ones in a small shop I'd have felt more self-conscious.

Mostly if I *didn't* find anything to buy.

Meeting owners of places whose products I really love, though, has been a kick - and most creators in SL are really wonderful people.

Some store owners even have special items (limited color editions or even entirely limited items) they hand out if you actually manage to come across them while they are, say, setting up new vendors or otherwise working in the store.
It seems to be a really good marketing trick, since they get a reputation for being friendly, and the items carry some extra value, being both limited and with the "Wauw, I got this from xxx him/herself"-effect. -Though I guess it works best if the creator already has a bit of a name.

If I happen to tp to or login at my store with visitors there, I stay for a minute or two while I quietly look at their profile and then quietly leave. I leave it to them greet me or start a conversation (I'd guess less than 25% do) if they want and in that case I will stay and be friendly and available for chat as long as they want. I do enjoy chatting with customers and it is really sweet when someone says oh, I just love your stuff and I've bought half your items. Makes 'em feel good to be able to say that face to face (so to speak) and good business practice to give those who want it the opportunity to chat with the creator. Plus it can totally make my day and help me to keep plugging away at making stuff.

Also if they are wearing something particularly interesting I might compliment them on it as a conversation starter because I am genuinely enjoying looking at them.

All this varies according to my mood or how I happen to respond to their appearance. Often people shop in couples and I assume they are in IM and leave them be.

Shop owners saying hi, can I help you, etc. don't bother me in the least little bit. In fact, in all the time I've been here, I have never ever run into an annoying shop owner. Imo, most are simply pleased that you're looking at their items and are more than gracious.

I am one who does hello and thank people for their purchase. Some ignore me completely others just say you are welcome and others have become friends.

That's a bit of a pet peeve of mine as well. Some store owners are quite blunt in their profiles, telling people not to contact them, no requests etc. I'm sure popular creators are a lot busier than I am, but I do find it off-putting and I would never want to be that kind of creator. I do really like customer interaction. I recently started a Flickr group as well, which has been fun. Selling stuff isn't as enjoyable if you never get to talk to or see those who bought it.



That's a nice idea. I would certainly love that as a customer.

I've tried both approaches.At first I would say Hi and leave it at that unless I got an awnserable response.Now I keep quite unless I am spoken to.
I also feel that sales seem to be better if I am not there, so I try to hide away in my library.

I find it comforting that the creator of what I'm looking at is still active in SL and showing an interest in their product...

I've always tried not to go down to the store when there are customers there. I know as a shopper, I've always felt awkward when the creator was present ~~unless I was a real fan of the work, then it is like "OMG! I love your stuff!." But not everyone is a fan and with the creator around there is some awkwardness. So, based on my own experiences, I tend to not go down into the stores when customers are there unless I have something critical to do like a new product to deploy.

I agree with Anya as well, creators who put all sorts of crabby messages in their profiles are asking to drive away customers. I'm a busy creator, too, and there is no one more important than your customer. If you get lots of "annoying" IM's about stuff it's because your signage and product display isn't clear enough to customers.

You mean that those people who don't say "OMG! I love your stuff!" don't actually think it?