Monday, June 2, 2014

Leaving Etsy?

For several years now, my Etsy shop Desert Talismans has been doing so well that it's become the sole outlet for my work.  Rather than spreading my work out between galleries, museum shops, craft fairs and studio tours, I've found a venue that allows me to list and often sell new pieces as soon as they're made.  This has been delightful, because as a middle-aged adult with mild ADD I need to keep my business as simple, contained and straightforward as possible. 

But problems have been brewing at Etsy.  As many of you already know, certain policy changes have angered and driven away formerly happy sellers in increasing numbers.  And I'm sad to say that I may soon be among them.  I'll explain more in a moment, but first, a bit of backstory to fill you in:

On March 24, 2008 I opened my shop on Etsy.  Since then it's generated a modest living for me, enabled my work to reach countless others, and connected me with some truly wonderful people.  Today, I have a large group of followers and the majority of my customers are repeat collectors who are fast becoming genuine friends. 

There were a lot of things about Etsy that I found attractive.  It was an open and egalitarian business environment with a level playing field, where a casual, part-time crafter had the same opportunities as a high-end artisan.  The emphasis was on handmade items and running your own show, your way.  The atmosphere was friendly and unpretentious.  Both buyers and sellers were encouraged to support each other's work and create community, rather than competition.  For someone who was very put off by the mainstream art scene and who wasn't interested in making a "name" for myself (I had already done that in another field and found it overrated), Etsy appeared to be deliberately fostering a new-paradigm business model.   

So, I jumped in.  I was thrilled to be able to design my shop and do business my way, rather than being told what to do by others.  I could talk about my work the way I wanted to--just as I had been doing at craft fairs and studio tours--and engage with customers personally, one at a time.  My business philosophy basically boiled down to "Keep it small and simple" and "Treat customers the way you would like to be treated".  It worked beautifully.

Sounds great!  It has been great, and for the most part it still is.  So why would I ever think of leaving?

It's because I believe the people who are running Etsy have shifted their priorities away from supporting artisans to generating profits for Etsy itself.  And I believe that the people who are currently running Etsy have lost sight of the heart and soul of what made Etsy special in the beginning: respect for individual creativity, and fostering community in a soulful, rather than profit-driven, way.

Whereas the policies in '08 were very accommodating and friendly, they have become much less so in recent years.  I hear that Etsy did change hands a while back and things have been going downhill since then but I haven't looked into it.  To tell the truth, I've ignored most of the Etsy "culture" because I've just had my hands full making jewelry and working in my own shop.  I also have found the vast landscape of blogs, promotions, events, forums, town halls, teams, labs, etc., to be absolutely bewildering. 

For the first few years I was very happy with Etsy; it seemed tailor-made for my needs.  Trouble was a distant rumor and I chalked the rumors up to people who thrived on drama and crisis.  The first serious trouble that I was aware of concerned a policy change which drove away a large number of sellers from Etsy, when Admin decided to allow non-handmade items to be listed as handmade.  I heard about it several weeks after the fact, and I didn't pay much attention to it since it didn't affect me.

The first time I realized things were indeed changing for the worse was late last summer, when out of the blue I received a message from Etsy.  In it, they said they were "reaching out" to me to let me know that they had deactivated one of my listings for a pair of earrings, which were made with fossil walrus ivory.  Fossil ivory, they explained, was prohibited on Etsy.  I was stunned.  Surely there must be some mistake?  I had sold dozens of pieces featuring fossil ivory.  No, apparently they had abruptly, and without notifying sellers of the policy changes, decided to ban it simply because it was ivory.  That it was ancient ivory coming from animals that had been killed for subsistence centuries or millennia ago, and was legally sold in the US, was immaterial to them. 

My inquiry yielded no helpful insights into their reasoning. In fact, the reply I received bordered on arrogance.  I was left with the impression that they felt I was misguided, perhaps na├»ve, and they were very graciously taking the time to set me straight.  As I contemplated this in the weeks that followed, the only rational reason I could see for the policy change (apart from the political correctness bandwagon) was that Admin simply didn't want to have to bother with checking to see if a piece was made from fossil ivory as opposed to contemporary ivory taken from endangered species.  If you know what fossil ivory looks like, there's no question as to which is which, even at a casual glance.  It was pure laziness--they didn't want to have to take the time or spend the money to distinguish between the two. 

In the short term, I lost money and peace of mind because I had invested quite a bit of money in fossil ivory for my pieces.  Other Etsy sellers who featured fossil ivory pieces lost their shops entirely.  We were not notified of this change beforehand, and were not given any chance to contribute to the decision making process.  Etsy just did what it wanted no matter how it harmed its users.  It was growing so large that it could easily afford to alienate and lose a few customers in order to further its interests. 

So this adversely impacted my work, as many of you know.  I did solicit e-mail addresses and formed the Fossil Ivory Tribe, but to date have only listed three pieces for the group.  The reason is that--and I certainly mean no offense to you dear people!--it feels like the pieces are invisible to the world at large.  So ever since then I've felt a bit cramped creatively, and one of the reasons I wish to open a second shop is to have a place to sell my fossil ivory pieces again, without Big Brother looking over my shoulder.

It's time for a break.  Here's a nice picture of our blooming cholla cactus that I took today:

That's better. 

The second change that has really driven the point home for me has to do with the so-called "testing" Admin has been doing on the storefronts as they appear to buyers and sellers.  You've all probably heard about this already, or experienced it firsthand, but here's what happened: 

One afternoon this past winter I turned on the computer to check on my shop, and found that something had apparently gone wrong.  My shop's banner was gone, as was the shop announcement.  The few items I had for sale were floating adrift in a white void.  After a few moments of complete disorientation, I wondered if it was a bug.  Surely it had to be a bug, what else could it be?  So I started looking for answers.  Etsy has no real "front page" for users, with pertinent, time-sensitive announcements in one easy-to-find location.  Instead, it has information scattered, and buried (some would even say carefully concealed) across the site.  I decided to start with the Forums. 

What I discovered was that Admin was running a "test".  In this test, they were changing the appearance of certain shops to see if people liked the changes better than the original look.  As far as I could tell, they were not telling people about the test beforehand, nor had they asked anyone prior to the test if they:
 
a) wanted to contribute ideas for possible changes,

b) wanted the changes Etsy had chosen for them in the first place, or

c) even wanted to take part in the test at all.

No.  Apparently Etsy wanted an "authentic" response to the proposed changes and therefore all of this had to be a surprise.  It was a surprise all right.  As I read through the Forums , it was clear that people were absolutely furious. 

I can go into tons of detail here about why a shop banner is an integral part of a storefront's appearance, and why being able to post an announcement is very helpful, even necessary, to the relationship between an artisan and customers, but it would take up a lot of space.  The irony is that Admin had just a few weeks prior launched an extensive campaign to encourage seller "branding" and shop identity.  Then they proceeded to remove the single most distinctive aspect of the shop's brand, the banner.

The bottom line here is that Etsy Admin has changed its behavior to such an extent that it seems to only be interested in perpetuating itself, rather than maintaining a welcoming atmosphere for the people who keep it in business.  It is next to impossible to communicate with them in any meaningful way; if you do figure out how to circumvent the heinous "Contact" menu pages and actually write to them, it is very unlikely that you will receive a helpful response.  What Admin usually sends you amounts to a form letter laying out company policy.  That's it.  And if you have a problem with that, too bad.

Etsy has become the company with two faces.  On one hand, there is a ton, a TON of promotional material being generated by Admin, through e-mails ("Etsy Success") and various other means.  The emphasis of these is invariably on the sellers promoting themselves and their shops, and on how to increase business and revenue.  These things are good and necessary up to a point, but there are artists and artisans out there who place what they are actually creating, and why they are creating it, ahead of the business, and I believe Etsy has forgotten this.  Sometimes I have come away with the feeling that Admin feels the creations themselves are beside the point.  Now, it's all about shop stats, about trending, about the hustle.  This has left me feeling cheapened and increasingly marginalized. 

The other face, which Etsy presents to the sellers, is distinctly unhelpful.  Behind a veneer of forced friendliness--all those bright young faces!--it has become very clear that Etsy exists only to serve itself.  In other words, it's become just another soulless corporation.

Anyway, after a few weeks, the "test" and its fallout gradually died down to a dull roar.  My shop and others were restored to their original appearance and all was well again, at least for the moment.  I wanted to think that Admin had gotten the message, but I knew better.  And sure enough, a couple of weeks ago, I received a message from a long-time customer: What had happened to my shop?  She couldn't see my banner.  And where was my shop announcement? 

Here we go again.  Apparently another "test" was in progress, this time on the customers.  While my shop appeared normal to me, a number of my customers were seeing it sans banner and announcement...and I had about five items listed, so to them it must have looked sorry indeed.  I checked in on the Forums, and they had lit up again. 

I'm sure many people out there are wondering what my problem is.  This isn't such a big deal.  Why should I be so out of sorts when Etsy clearly is trying hard to ensure it is a competitive platform that has a clean, easy to use look...which is so important to most buyers (who apparently do all their shopping on their mobile devices and average 30 seconds per transaction)?

Here is the clearest way I can describe the "testing" situation:

Let's say you have hired a company for its services which support your business, which is your livelihood.  Both you as a seller and your customers use, and pay for, these services.  One day, the company decides to run a test on you--its sellers and customers--ostensibly to improve business.  Only they do not tell you they are running a test, or why.  The test comes as an unpleasant surprise, upsets and confuses you and your customers, and disrupts your business.  The resulting confusion costs you time and money, in some cases a substantial amount.  You only discover the reason for the test after the fact, and only because you went looking for answers.  The company did not choose to inform you itself.  After expressing your concerns to the company, you are essentially told that they will do whatever they please, and you can take it or leave it.

Would you continue doing business with this company? 

Well, that is exactly what Etsy is doing right now. 

Time for another flower.
That one's a prickly pear. 

One more note about that "test":  there are a number of shops on Etsy that specialize in creating banners for others.  I can only imagine how this must have made them feel. 

The bottom line is that Etsy has become the kind of service provider that acts as if we are working for them, and not the other way around.  Ultimately, this is an issue of respect.  Etsy is no longer treating its customers with the respect they deserve, and the climate has been gradually growing less hospitable for serious artists...people who may not be making money hand over fist or be great businesspeople, but who are nevertheless wholly invested heart and soul in what they do. 

My concern is in being able to find another venue that will accommodate my needs as an artist first and business owner second.  I know there are many alternatives out there, some which look very slick and professional, but I need a place that also has a soul, not just a pretty face.  I'm in the slow process of looking, and don't expect to make any quick decisions soon, but ideally I would like to have a professional webpage, shop and blog all in the same place.  So we'll see.

Meanwhile, Desert Talismans will remain open on Etsy for the time being.  There are, for all of my ranting, a lot of very, very good things about Etsy.  The ease of use, the unlimited space for product descriptions, the emphasis on sharing and networking, and the shop's
"About" page are some, and there are many more features I appreciate.  It's been a great home, which is why I'm so disappointed in the recent changes, I suppose.  No, it's not all bad, it's just that the general focus and climate are moving away from my own priorities. 


And what are those?  Well, first and foremost, my work has to come from the heart and soul.  It has to be more than just a piece of jewelry.  I need my business, creative life and spiritual path to be a part of one another: spirit-driven, rather than market-driven.  It's not exactly the capitalist model, but I think it can be done.  I want to be able to set up a place to sell my work that directly shows who I am, where I and the work come from, and what it's about.  I want to be able to give my customers an authentic, consistent and trustworthy atmosphere, and connect with them person to person. 

In the beginning Etsy was a great support for those priorities...now, it seems to be changing.  That's sad, really.  They had a great thing going and they're blowing it.  There's still time for them to turn things around, but we will see.  In the meantime I, like many others before me, will be looking elsewhere for a new home. 













12 comments:

Turquoise Rayn said...

Dawn, this was as to the point as any of us could have communicated, and I appreciate our words and thoughts more than you know. Mom and I have been at Etsy for almost as long, and we are extremely upset with the changes as are the many wonderful people who now we call friends, or as we like to call our "extended family" !! We have spent years branding our name,developing our customer base,and trying to maintain our handcrafted standards and most of all being true to our art. And everyone of my Etsy friends/sellers feel the same way. As you and I talked last year, I was so very upset that they took our choice of materials away. We use many fossils too, and it felt as though they taken some the breathe out of our art! And I believe they stood their ground because "we" pointed out they were wrong.Instead of admitting we had a valid argument, they were just NOT going to be told by the little people that they were indeed misinformed. Sad. Every frustrating thing you have mentioned, is everything we are disgusted with.We have been leaning toward a new site,and most likely linking them. Etsy has so much to lose by forgetting the principles on which they based their company. I pray we don't have to move,move. It would be a big loss. Our question remains...why didn't they think of a sister site for the "kinda sorta" handmade who wanted $$, and let this new philosophy flourish there? I pray they'll do some soul searching,and I pray we find a place to truly feel at home again if this continues. If we can't be true to the art,have a relationship with our customers( old and new),and truly (once again) continue to brand ourselves with our own banners and identity, we won't have a choice. In the meantime, we will enjoy the good things about Etsy, and hope those don't change.
You have been an inspiration to us all. Art is Soul! Art is Spirit! No one can take that. I thank you for voicing your opinion and allowing us to voice ours!
Blessings to us all! Jen

Beatnheart said...

Dawn...I do not like the messing about either...I hate the new shop appearance and because I too am a middle aged adult with ADD when things change I get confused and disorentated...it puts me off my already delicate nature....and why oh why would they choose to hide the shipping costs?? Insane.
But I will stick with them till the end ...I love my shop. I have worked very hard to get to where I am...a minor miracle for a woman of my age...

I have been in a brick and mortar store and believe you me, that can and is just as souless... They told over 100 sellers to vacate by the end of the month...I had been there for over 13 years...talk about a shock..

So in my heart I will still put my energy into the wonderful aspects of Etsy...i am too old to start another shop and work to find new customers

NuminosityBeads said...

Dawn! I guess I didn't realize that you had a blog and was happy to see it appear on my facebook page today, shared by another artist.
It is so discouraging indeed the recent changes on Etsy. I have done some selling straight from my FB page and realize that Etsy keeps me much more organized and concise business-wise.
The fossil ivory thing is quite concerning and ridiculous. I had a friend get her earrings pulled just because she listed it as a descriptive color in the set that actually had no fossil ivory in them.

I do hope you still will feel comfortable shopping on Etsy for a time but I am happy to do business outside of Etsy as well thru my website or facebook contact should you desire. Let me know if you are interested in any fossil ivory pieces as well as I had gotten a nice collection that I had hoped to sell on Etsy as well.

I admire you for your artistry and well thought out post here. I have been trying to lurk and plod on through the changes they've thrown at us but when quality artists like you start leaving in numbers it affects me in a very big way as well.

In spirit and creation, Kim

P.S. I love your cactus blooms. Our friend that waters our yard in AZ sends us pictures of ours from time to time while we're in Alaska.

faeriekat said...

I decided to leave Etsy this past October. After looking at some sales data in July 2013, I was shocked find that 74% of items sold the were commercial supplies, 20% were from handmade sellers, and vintage at 6%. The math says it all; Etsy highest revenue source is listing/relisting fees and sale fees paid by sellers of commercially made supplies. This is why I started looking for a new venue and moved to Storenvy, which currently is completely free! They may at some point charge a small sales fee, but only if the sale is made through their marketplace; sales to people who find you through a search engine, a non-Storenvy link, or otherwise go straight to your shop will not be subjected to the fee. It's perfect for shops like yours that have an established client base.

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Louise said...

I agree with everything you say. I'm probably going to also be leaving, sadly, after it being such a supportive 'family' network of fantastic artists - these artists who got it going in the first place are no longer appreciated. I have noticed so much junk show up on Etsy now I can't tell if I'm on Ebay or Etsy or Alibaba. Give us all a break, right? We've all worked hard and deserve more than a handful of views a day for exorbitant monthly fees. Bleh.

RaggedRobyn said...

Well said Dawn. I agree with everything here.
With regards Etsy, I have been there only a year less than yourself and I am also frustrated with the path they are taking. I have a lot of listings that I renew regularly and you can imagine the fees I pay for that. At the moment Etsy sales are my sole income and no I don't have any other financial 'support' (partner that helps with my bills etc...as many other 'Etsy full timers' do)I have been struggling to keep it going but have muddled through as best I can. When Etsy implemented their recent 'test' I was so P***ed off because of all the hard work gone into the shop banner, open communication to buyers about shipping costs etc. What did new visitors to my shop think of me as a seller...not much I'd imagine. Anyway, because I am reliant on Etsy for my income, I like the community I have found there, and like the listing/shop organisation system; I do not intend to leave, I do get regular new customers from Etsy. Although feathers have been ruffled; at the moment I intend to encourage my customers to buy direct from my website where prices will be slightly lower and more items available.
I have just started my website (shop, blog etc) with IndieMade and would recommend them simply on easiness to set up. Although it does follow a template system I think you can still make it look professional. Have a look at mine www.raggedrobyn.com and see what I mean. Also bear in mind that I have only started my site a couple of weeks ago, so there are still things that I might tweak for better viewing. I will tell you that I do pay IndieMade monthly for my website but they don't charge for listings & don't take a percentage from sales. It is my own site with my own rules...no Etsy sneaking in and messing it up.
The cacti flowers are stunning, I have many succulents...(given to me by my auntie Rey and her man's National Collection)... some have flowered this year - I think that means they are happy...which is quite something in our clime ;)
You are an inspiration. Keep us updated.

P.S.Excuse the jumbled'ness of this comment, I'm super dyslexic today.

Dawn said...

Thank you all for your wonderfully thoughtful comments. No worries about the duplicate comments, faeriecat! ;) I am heartened to know I'm not alone in my frustration, and I appreciate everyone's suggestions. As it stands, I will definitely still be a buyer on Etsy as I have been for a long time. And right now I am planning to keep my shop open as well. After thinking it over, I realize I want to stay not just for the sake of the established business there, but also for the fantastic community of artisans, suppliers and customers. Etsy as a site may have lost its soul, but the people there more than make up for it!

tonya said...

Thank you for this wonderful post! I found you through this link on an Etsy forum. https://www.etsy.com/teams/7722/discussions/discuss/14861205/page/61?post_id=232354334

So sad to see Etsy becoming such a generic, mass merchandised site. For me the true spirit of that site is gone. I'm tired of sifting through $0.99 mass produced garbage to find a truly handmade piece. What a shame! The original concept was such a beautiful thing. Maybe someday someone will create a site that really can compete with Etsy. I would gladly call it my new home :)

Marianne Cook said...

Dawn, you have expressed everything I am feeling quite beautifully! I began to be disillusioned about a year ago, when Etsy changed the rules about outsourcing manufacturing. My 'about' page used to say I knew I had found the right place to try and sell my work - now it says I thought I had found the right place. I feel bad for the people who have opened shops on my enthusiastic recommendation. It isn't just Etsy itself that has changed though. I've recently been the butt of criticism in the forums because my priority is not money-making, (see the thread 'Who is in it to make it big'). I too am researching other places to sell - and even if none of the alternatives are currently attracting very many browsers, maybe some of my loyal customers will come with me.