I usually use the tracking number to find out at least they've received the package. You can follow up with an email, but we've been so busy lately that we stopped doing it. It's always nice to send a follow up email, but some people may consider that spamming.
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We always follow up with a call or email to make sure that our customers are happy with their order and that they have received everything in good condition. I think it's one of the most important parts of good customer service. Service after the order is where you can separate yourself from your competition. Plus, many times our customers will email us back telling us how happy they are with their order. We can then use those comments in our marketing materials.
Depends on what you're selling. For a low ticket item like one t-shirt, a followup call or email might seem like an annoyance to some customers. Part of the appeal of shopping online is not having to deal with calls and salespeople
For larger ticket items like wholesale orders, a followup call or email can be crucial to future business.
Like James, for retail orders of like one t-shirt, I usually just use the tracking number to make sure the customer got their purchase.
Ordering a t-shirt is not really a monumental thing that people take time out to report back on. So I would say for that scenario, "no news IS good news"
If you can make the buying experience so fantastic (easy ordering, great designs, nice packaging, thank you note that encourages contact, free stickers, etc) that they want to take the time to comment, then that can definitely set you apart and get you more sales.
Here's one specific for you Get some simple 2 color I [Heart] Ethopia stickers with your URL on the bottom. Made up in bulk by someplace like vgkids.com, stickerguy.com or someplace like. Probably cost about $100 or so for 300 stickers.
You can both sell the stickers for like $1-$2 each on your site (people buy stickers with t-shirts, it's a great small ticket item for people that don't want a t-shirt) and give them away as freebies in your packages. People stick them on their books, cars, etc and the word spreads about your site
for the most part i never hear back from the customers!
Why would you hear back from the customers (for the most part)?
If you shipped it there's no reason to believe they didn't get it, they've already paid for it... so there's no reason for them to contact you, even on a higher ticket item (though as others have said on high ticket sales the seller might want to courtesy call the customer).
I know I don't send thank yous to companies unless there was some sort of communication prior to purchase (like I had questions re: the product or service etc). And if the customer service was good, I do thank them for it. But for just a regular online transaction - no, because I don't have the time for it.
I think in your case it is a good thing you don't hear from them. I have noticed that ppl tend to contact you immediately when they have something to complain about.
Also I would recommend shipping your products with some sort of tracking. To avoid looking unprofessional and "not in control" in case it ever does happen for a package to get lost or delayed. It would save you the headache of worrying about it for days and if you ever had a complaint/inquiry you'd be able to address it better. Without it it would be too difficult to resolve it with the shipping company.
Here's one specific for you Get some simple 2 color I [Heart] Ethopia stickers with your URL on the bottom. Made up in bulk by someplace like vgkids.com, stickerguy.com or someplace like. Probably cost about $100 or so for 300 stickers.
You can both sell the stickers for like $1-$2 each on your site (people buy stickers with t-shirts, it's a great small ticket item for people that don't want a t-shirt) and give them away as freebies in your packages. People stick them on their books, cars, etc and the word spreads about your site
prbably wont sell them... just send it for free.. and include in our orders...
selling stuff for a dollar or two is not worth the hassle of shipping it... unless they buy it with a tshirt... and we still do not have a shopping cart so most people only order one product at a time...
Wow! I'm really surprised that no one follows up on their orders. To us the feedback we get from our customers on the follow up contact is crucial to the success of our business. It could be the customer was not happy with the print or the quality of the shirt. If that's the case, they probably won't take the time to say anything to us and just move on to the next guy. By following up it gives us a chance to correct the problem. It's so simple to create a template for a follow up email and send it out a few days after the order. That same email also offers you an opportunity to ask for referrals, push another product, or offer some sort of an incentive to buy from you again. To me following up is a must.
As far as including something with the order. We include small notepads, pens, candy, etc. with our orders and invoices as a thank you. Everything is imprinted with our company name, phone number, and web address so they also serve as a reminder. Many times we'll also send along catalogs, extra business cards, and flyers with specials.
Wow! I'm really surprised that no one follows up on their orders. To us the feedback we get from our customers on the follow up contact is crucial to the success of our business.
Wow! I'm really surprised that no one follows up on their orders.
A lot of members here are doing retail sales rather than bulk orders. In the online retail market that kind of followup runs a thin line between caring and harassment.
Is NO news Good News? 
