Step 5: Managing Your Business and Customer Service

Step 5:
Managing Your Business and Customer Service

Now that customers are placing orders, you need to run your business smoothly to build a strong reputation and keep customers coming back.

This step will teach you:

1. Managing Orders

To avoid confusion, you need a system to track and fulfill orders accurately.

What to track for each order:

Customer name and contact
Product(s) ordered
Quantity
Price
Payment status (paid or pending)

Delivery method and date.

How to track orders:

Use a notebook, Google Sheet, Excel file, or any tracking app
Record every new order and update its status (in progress, shipped, completed)
Keep all customer conversations organized in one place

Always confirm the order details with the customer before preparing it to avoid mistakes.

2. Handling Payments and Delivery

Payments

Clearly state your accepted payment methods (bank transfer, cash on delivery, payment links, etc.)
Confirm with the customer when payment is received
Keep screenshots or records of transactions for your financial tracking

Delivery

Decide on your delivery methods (self-delivery, local couriers, or national shipping companies)
Communicate delivery cost, delivery time, and how the customer will be notified once their order is out
Update customers once the product is shipped and follow up to ensure they received it

3. Tracking Finances

Tracking your money helps you know if your business is profitable and prepares you for growth.

What to track:

Income: Every payment you receive
Expenses: Supplies, packaging, delivery fees, marketing costs
Profit: Income minus expenses

You can track this using:

A notebook
Google Sheets or Excel
A simple tracking app

Review your finances weekly or monthly to understand:

Which products are selling best
Your profit margins
Where you might be overspending

Always save receipts and payment confirmations in one place for easy access.

4. Providing Excellent Customer Service

Customer service can make or break your business reputation.

How to provide great service:

Respond to messages promptly and kindly
Be clear about delivery times, prices, and policies (refunds, exchanges)
Keep customers updated if there are any delays
After the product is delivered, follow up to ask if they are satisfied

Handling Complaints:

Stay calm and professional
Listen to the customer’s issue fully before responding
Offer a reasonable solution that fits within your policy
If a mistake was made, apologize and explain how you’ll fix it

Having clear policies posted publicly (in highlights, posts, or your website) helps manage customer expectations.

5. Managing Your Time

Running a business takes time, so managing it well prevents burnout.

Time management tips:

Set specific times in your day for checking messages, preparing orders, and deliveries
Plan content creation in batches (e.g., once a week for all posts)
Track finances on the same day every week or month
Take breaks when needed to avoid exhaustion

Organizing your tasks daily helps you stay on track and keep your business consistent.

6. Preparing for Growth

Once your business feels stable, start thinking about:

Which products are your best-sellers and how to expand on them
Creating seasonal offers or limited collections
Upgrading your packaging or branding for a more premium experience
Researching funding or support programs like Monsha’at
Exploring legal steps for scaling, such as registering for tax if you exceed the revenue threshold

Growth comes with preparation, so ensure your foundation is stable before expanding.

Summary Checklist for Step 5

System for tracking orders is in place
Payment confirmations are organized
Delivery methods and timelines are clear to customers
Finances are tracked weekly or monthly
Customer service is professional and responsive
Time management system established
Initial ideas for growth identified