Sweat the Small Stuff (Always)
If you're looking to pull well ahead of the pack, you'll need to do more than everyone else. Of course, there's not much to listing items, providing basic communication, and shipping merchandise--which is all pretty much the modus operandi of the industry. But your customers' delight is in the details, and when you take note and take action on the oft-overlooked minutiae of method, you begin to surpass customers' basic expectations, leaving them delighted while leaving much of your competition in the dust.

For example:

Choices and Voices: Give your customers more options (e.g., shipping, payment methods) and they'll see you're customer focused. Hear them out when they have comments or concerns about your methods and they'll know you care.

Rapid Response: Don't keep them waiting, especially when the auction clock is ticking. If you're typically unavailable to respond, they'll typically be unavailable do business with you again.

Don't Be Satisfied Until They Are: Though you shouldn't relegate yourself to doormat status, you should remain "at their service" until you're sure your customers are satisfied. Only then can you feel satisfied that you're doing exceptional business.

Emotional Rescue: Sometimes your customers have a thing or three to say to you--hear 'em out. Whether they're angry, confused, or whatever, you need to interact closely to determine what you did (or didn't do) that left them feeling out of sorts. Consider an informal survey ("Please let me know whether you had any concerns or letdowns in doing business with me") after the transaction, then listen closely if and when they take you up on the invitation.

Uncompromising Ethics: Honesty, sincerity, and compassion will take you and your business a long way. Ask yourself how you'd like to treated in a similar transaction, and then go above and beyond that benchmark when you serve your customers.

Be Consistent (Well…Consistently)
The key to retaining your customers is to first sustain your own performance (in their eyes). That is, conduct yourself and your business in such a way as you're able to exceed expectations and over-deliver on promises with every transaction. While it's great to hear your customers praise you on an initial transaction, it's disappointing to both of you if they consider a follow-on transaction to be of lesser quality. It's up to you to be sure you can fold in premium customer service methods without it costing you consistency in execution.

And so when all is said and done, your efforts here will work to gain you what every serious merchant covets: customer loyalty. Understand that loyalty is not the same as satisfaction. Though satisfied with some purchases, most bidders and shoppers continue to seek out the best deals, exercising their purchasing options. However, through the building of a relationship with a seller who exhibits exemplary attitude and business behavior, buyers often forgo the hunt for a cheaper deal, realizing they're getting the best deal from you, the stellar seller. That's loyalty and that's the big payoff for your extra efforts.

Lastly, you'll keep your customers coming back for more by using a professional and comprehensive service such as AW's Auction Manager, offering bulk listing, counters, and image hosting, as well as customer, inventory, and post-sale management, and much more.

Handling Bid Retractions Offering a Buy Now Price Handling Returns