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During the Auction: Dealing With Difficult Buyers

"The customer is always right."

How many times have you heard that? Well, it's a great mantra to utter when you're a customer deserving (maybe demanding?) total satisfaction. How about when you're the merchant, though? Sure, most auction sellers work hard to satisfy their high bidders, but there are times when that bidder-cum-customer turns out to be…well…difficult. In the interest of good business, good customer relations, and lower blood pressure, here are some tips for sellers who suddenly find themselves dealing with a buyer who requires more "hands-on" treatment than they originally expected.

Setting the Ground Rules
To be successful with your customers, you're going to have to get to know them--and have them get to know you--quickly. It's not uncommon for bidders and sellers to become anxious at the end of the auction, but sellers often feel especially vulnerable to the whims and moods of potentially irrational, feedback-flinging buyers. Clear and concise communication is really the best tool for establishing the mood, methods, and ground rules of the transaction ahead of you.

Good sellers get a jump-start on setting expectations by having already clearly stated their sales policies within the body of their auctions--and then following those policies to a T when it comes time to engage the high bidder. Though not 100 percent effective, clear sales policies in your auction description will work to filter out the bidders you'd probably rather avoid, and quick end-of-auction engagement makes it clear that you're committed to getting the deal done fast.

Oh, the People You'll Meet
Of course, you never know how a deal might go until you've gotten into the thick of it. Most buyers will honor the auction without much complication, but some have more peculiar and problematic styles. A difficult deal doesn't necessarily mean a bad deal, nor does it always involve a creep on the other end. Here are a few personalities you might encounter and how you might respond if the transactional road ahead becomes a bit rocky.

The Newbie: Newcomers don't necessarily mean to be difficult to deal with--they're often just a bit uncertain or overanxious when conducting business online. Unless they manifest the behaviors noted in some of the following profiles, just welcome them to the auction space and show them perhaps an extra bit of consideration. Help them learn the ways of online auctioning and you'll help yourself to a smoother exchange. You'll be an ambassador to the new cyberworld they've found, plus you might find yourself a repeat customer--someone who will come back and bid again.

The Antsy Buyer: This is the one who wants it fast, fast, fast. You might receive pestering emails that continually ask, "When will it arrive?!" Of course, until you have a buyer's payment, there can be no progress. However, use ample communication with this person and clearly state when you will send your next status update (e.g. when payment arrives, when item is shipped). Acknowledge the anticipation of impatient buyers by encouraging them to pay for a shipping method that provides online tracking--they can watch the progress of their packages while you move on to your other customers.

The Paranoid Buyer: Trust is the key for these individuals--and they probably don't trust you. Regardless of your excellent feedback rating or professional style, paranoid buyers just can't get very comfortable with the deal in progress. Quickly, but completely, lay out how the deal will take place and offer them additional services--insurance, package tracking, escrow--to help them feel more secure (of course, this will be at their cost, not yours). Keep the communication flowing.

Next Page | What about those hagglers?