Getting Acquainted: Familiarizing Customers With Your Policy and System

10/11/2012

One of the largest battles CSAs face when recruiting new members is persuading commitment-phobes to sign up. The contemporary food system has created an environment in which consumers have grown accustomed to flexibility and control in their food purchases. Farmigo has tried to incorporate this element of flexibility into the CSA system by allowing members to manage their own accounts.

This week’s tip outlines how you can use your different tools to educate and inform members on the inner-workings of your CSA system. The more connected and involved they feel in their CSA investment, the happier they’ll be!

CSA Terms and Conditions

Terms and Conditions are critical to establish trust between members and producers. Individuals who are placing a significant amount of money upfront want to be kept informed of all farm policies. People appreciate transparency. Even though most individuals may not read the terms in their entirety, their presence alone is assurance of a company’s values and policies - eliminating any fear of hidden business practices.

While there is a link to your Terms and Conditions in the sign-up process, we also recommend clearly posting your Terms and Conditions on your website. This way members may access them anytime.

Consider how bringing your program online will change things for your members. The policy is a great place to explain how the new user interface will allow for a bit more flexibility for your customers. The policy is also a good place to explain to new customers the idea behind community supported agriculture. What else can go in your policy?

What is the refund policy?
What is the cancellation policy?
What happens when a member misses pick-up?
When can members add items to their orders?
When can members change their delivery location?
When can members put their account on hold?
Any special policies, rules, instructions that are unique to your operation

Policy Examples:

Frequently Asked Questions (FAQs)

FAQ sites can be a huge help for members looking for quick answers to common questions. Additionally, it saves you from an overwhelming inbox of repetitive and time-consuming emails. When compiling your FAQ section, consider emails that you've received from members over the past few months. What are people asking the most?

What happens if I forget to pick up my share?
What happens if I need to go on a planned vacation?
Can I split my share with somebody?
How do I change pick-up locations?
Can I substitute items in my share?
Can we visit the farm?

Facebook

Use Facebook to post videos and photos, which people may also share on their personal walls. You can link people to relevant articles, news stories, or blogs to try and rally interest in the alternative food movement; as well as provide members with up-to-date information on additions to your farm.

Telling the farm story: Was a baby cow just born? Post a picture!
Selling additional produce: The web store closes at midnight! Make sure you login and place your order [Link to web store]
Reminding customers to make changes to their accounts: Going on vacation for the July 4th weekend? Make sure you put yourself on hold by Sunday.

Facebook is a wonderful promotional tool for your business. People can like, comment, or share your Facebook page. This then appears on their Facebook News Feed, alerting their friends and giving you free advertising! Personally, I know that I tend to be much more interested in organizations that are recommended to me by my friends, than organizations I happen to stumble across on Google or other internet sites. Use facebook to post special coupons to entice people to sign up or offer a bonus for people who share or like your posts.

Let's grow together - Let's share our knowledge

How do you use facebook? Have you found any promotions to be particularly successful? What works for you?

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