| Over the years, I have been amazed at the
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| | They can count on me to accommodate their
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| "blinding" greed and reckless approach to
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| | needs, instead of catering to my wants.
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| commerce that some business owners have
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| | Creating this type of good will instills
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| employed. Lying to customers, selling
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| | trust, and the knowledge that you have
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| inferior merchandise, and not offering
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| | the customers best interest in mind.
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| refunds, left a firestorm of irate
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| customers in their wake. Without fail,
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| |
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| all of this "ill will" led most
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| businesses to bankruptcy, and in some
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| cases, Federal Prison.
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|
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| | "Me thinketh thou doth protest too much!
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| I realize that not everyone engages in
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| "business criminality" that rises to the
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| | Do you accentuate the positive? Or, do
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| level of fraud and incarceration. Most
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| | you run on negativity? Negative Ebay
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| people try to be good stewards, and
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| | feedback is a tool that everyone should
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| approach their enterprise in an honest
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| | use with restraint, or not at all. As a
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| and forthright manner. For those of you
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| | rule, I never leave negative feedback.
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| who own thriving business concerns you
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| | Unless someone has blatantly lied about
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| already know that in most cases the
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| | your product, or attacked you personally
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| customer is always right. You make sure
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| | without merit, then I would not leave any
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| that you communicate effectively, refund
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| | feedback in the "minus" side of the isle!
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| monies if the buyer is truly unhappy, and
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| try to meet the needs of the people who
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| buy your goods or services.
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|
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|
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| However, there are more than a handful of
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| | "Flame" wars are not pretty. I have seen
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| Ebay sellers that are of the mind that
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| | a lot of unnecessary back and forth
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| customer service and effective
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| | "banter" that could have been avoided, if
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| communication is not something that they
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| | they (the seller) just resisted the urge
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| need not participate in. Take the case of
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| | to make their "two cents" known.
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| a woman named Barbara, (Nickname: BobAnn)
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| | Sometimes it gives customers the
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| who recently posted her disappointment on
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| | impression that you are more concerned
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| the Ryze Business Network:
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| | about arguing, then conducting your
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|
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| | business.
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| Barbara Cerda wrote:Greetings Everyone,
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| "When will sellers on Ebay understand
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| |
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| that customer service is key? And when
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| | I have also witnessed seller feedback
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| will Ebay sellers learn using customer
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| | that has included some pretty foul
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| friendly approaches can only make their
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| | language. Engaging in this type of verbal
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| business grow?" Again today I've bought
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| | sparring is not much of a confidence
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| from a less than friendly seller.
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| | builder either. It is more telling of
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|
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| | what you are, then about revealing the
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|
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| | sins of your customers. Don't go out of
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| | your way to register a negative response
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| Thought I was placing a bid and instead
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| | if you can help it. Heed the sage advice
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| bought the item at the buy now price. Of
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| | that our Mother's use to tell us: "If you
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| course the seller refused to allow the
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| | can't say anything nice, don't say
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| retraction, nor was I allowed to place a
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| | anything at all!"
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| bid. I always pay for my winning bids
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| |
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| immediately upon email confirmation.
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| | "What we have here is a failure to
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|
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| | communicate!"
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| And did so in this case. But it would
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| have been customer friendlier for this
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| seller to accept my retraction to be
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| replaced with a bid. He would have gotten
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| | Communication with your customers should
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| repeat business from me and my friends.
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| | not amount to the sound one hand
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| His "Buy Now" price is 30% over the
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| | clapping! Bottom line, if someone e-mails
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| retail price for this item. Lesson
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| | you with a question--answer it! Here is
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| learned by me again - that there are way
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| | an example of the type of feedback I
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| too many sellers on Ebay out to grab a
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| | obtained by doing just that......
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| buck and the hell with fair
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| practice.Lesson learned yet again."
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| BobAnn
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| End quote...
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| | "He was very Helpful and cooperative in
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|
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| | answering questions. Follow-up: Will
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| The operative phrase here is "repeat
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| | DEFINITELY use his services anytime he
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| business from me and my friends". There
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| | has items of interest! Great Seller!"
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| is no better endorsement of your product
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| or service than word of mouth
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| advertising. Lack of flexibility on the
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| part of the seller, not only cost them
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| one customer, but also destroyed the
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| possibility for future business. Good
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| | The gentlemen who left this positive
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| news travels fast, but bad news travels
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| | review, wanted to know about some of the
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| faster!
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| | particulars of a "Mickey Mouse" clock I
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|
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| | had up for auction. His wife is a
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| | collector of all things Disney, and
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|
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| | thought it would be a nice surprise for
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| As an auction seller, (Ebay auction ID:
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| | her birthday. The clock, to say the
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| LevelBest77) I would have accommodated
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| | least, was in sad shape. It was incapable
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| her request right away. And while I have
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| | of keeping time, and the only part of it
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| never had anyone use "Buy It Now" by
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| | in working order was the second hand. I
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| accident, I have had several people over
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| | thought for sure that he would be
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| the years ask me to retract bids. The
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| | disappointed with the item despite full
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| number of people who have made that
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| | disclosure of all of it's imperfections.
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| request can be counted on one hand! Some,
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| did not even understand the process, (bid
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| retracting) and I was more than willing
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| to guide them through it.
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| | To my surprise, not only did I receive
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|
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| | positive feedback, but he also told me
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|
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| | that his wife absolutely loved it! In
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|
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| | this instance, one man's junk, truly, is
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| People make honest mistakes, and you
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| | another man's treasure! I never thought
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| should never "abuse" a buyer for doing
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| | this item was worthy of any praise! The
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| so. If you plan to get into Ebay auction
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| | time it took to answer his questions-all
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| selling for the long haul, always
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| | of five minutes!
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| practice good will toward your customers.
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| Unless someone is totally unreasonable,
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| and you have done everything in your
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| |
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| power to accommodate their request, never
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| | I know that some of you will say that I
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| deny people the ability to change their
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| | am not being realistic. You just can't
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| mind, return an item, or retract a bid!
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| | answer e-mails all day; "I have a
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| Developing good will also requires that
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| | business to run!," you might proclaim. If
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| you anticipate customer needs.....
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| | you plan on making a living on Ebay, then
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|
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| | you better think about hiring someone to
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|
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| | help you answer your daily inquires if it
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|
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| | is just too overwhelming. If you
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| For instance, I had a few overseas
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| | specialize in a particular product, set
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| customers bid on a wireless router. This
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| | up a Frequently Asked Questions page to
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| particular item needed to be powered with
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| | any Auto-Responder.
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| a Universal Adapter, since voltage
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| requirements in France and Australia are
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| obviously different from those here in
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| the United States.
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| | If you use Ebay on an infrequent basis,
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|
| |
| | and have less than thirty listings a
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|
| |
| | month, then you really don't have any
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|
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| | excuse not to provide great customer
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|
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| | service and e-mail communication. You
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|
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| | shouldn't be inundated with questions
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| I made this abundantly clear to both
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| | regarding that many items, unless the
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| bidders before they sent me any payment.
| |
| | product you are selling is technical in
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| The purchase of such an adapter, not to
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| | nature.
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| mention the shipping price, would have
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| |
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| doubled the US retail cost. I told them
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| |
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| that they could probably get the product
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| |
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| cheaper at their local electronics
| |
| | If you ignore your customers, they will
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| stores. Without hesitation, I let them
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| | go away. Good customer service should be
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| out of their obligation to pay for the
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| | woven into the fabric of every good
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| item. I then contacted the next highest
| |
| | business. I cannot overemphasis the
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| bidder and offered that person the chance
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| | importance of this issue. I continue to
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| to make the purchase.
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| | be perplexed by the fact that it is last
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|
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| | on the list of business priorities for
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|
| |
| | some Ebay sellers!
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|
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| Both bidders thanked me for my honesty.
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| | Will good customer service and
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| They had forgotten about the electrical
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| | communication alone make you rich on
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| differences. I could have ignored that
| |
| | Ebay? That would be a resounding "no".
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| little detail, and sold them the item
| |
| | You will have to understand your market,
|
| anyway. I just had to put myself in their
| |
| | and provide products that the Ebay
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| situation. Think of how frustrated they
| |
| | community will bid on consistently. There
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| would have been if I did not reveal that
| |
| | will be "bidders & buyers" out there that
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| information. Buyer's remorse would have
| |
| | will make mistakes and commit some
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| set in quickly, once they realized that
| |
| | auction sins! Forgive all Ebay sins and
|
| they could have purchased the same item
| |
| | you will be rewarded with happy, repeat
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| for a lot less in their native countries.
| |
| | customers!
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|
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|
| |
| | Robert C. Potter is the author of "The
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| While the benefits of these actions may
| |
| | Ultimate Guide To Products For Resale."
|
| not have an immediate effect, you can be
| |
| | Over 300 Wholesale & Surplus Supply
|
| sure that should I ever have another
| |
| | Sources, For Ebay Auction Sellers,
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| "item of interest!" these two gentlemen
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| | E-Commerce Websites, Flea Market Vendors,
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| would not hesitate to purchase from me.
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| | and Retail Store Owners!
|
