posted on January 4, 2001 03:24:27 PM new
Last week there was a discussion about what number negs do you think are too many for a seller to have.
Well I bid on an item a camera that typically sells for 250.00 retail.About 150.00 on ebaY.
A seller with feedback of about 450 had the camera I wanted.I looked at the feedback he had 45 negs 10%.Wow that was high.
I read them and most seemed to be due to a lack of communication.
So I bid anyway and got the item for 119.00 with shipping and waited with bated breath to see what happened.Would we get ripped off or something like that.
Well I won and got an auto email from the seller.I could pay with Paypal.I did that and waited.
A few days later I got another automated email saying that the item was shipped with a tracking number.
This was looking good.UPS came to day with this box,my wife who bought the camera looked at me like I hope its all there.
We opened it,looks like new,still wrapped all there,with film,box,battery instructions the lot.
So things where fine.It appears to me that this guys problem is because his emails are all automated.There is no human contact no personal touch.
Most bidders do not like that it seems so he gets negged.That was fine by me as long as I got what was described which we did.
As a result of his negs his items sell for much less than identical offered by other sellers.
Just thought it was an interesting experience to share.
So do people liked canned,automated responses seems not.
posted on January 4, 2001 04:18:51 PM new
I'm glad it worked out to your benefit, Adrian! I don't know if I would have been so daring. I guess I would have done what you did and read the negs before making a decision.
I don't understand why so many bidders don't like the automated emails. I mean - we're here to make money, not penpals, right?
What's the difference between automated emails and copy & pasting the same emails to every bidder who wins your auctions? Is that considered automated too?
I sell hundreds of items every week - there is NO WAY I am going to re-write every single email to all my customers every single day. I copy & paste my emails from a template and enter in the correct info and send them to my bidders. No one has complained about my emails yet - and I've had over 5,000 transactions. Maybe they don't know I copy & paste? If they did would they mind? I just don't get it.
When I bid on an item I just want to know who to pay, how to pay, and I just want my item in the condition described. I don't care HOW they email me, as long as I get the little info I need to complete my end of the transaction.
posted on January 4, 2001 04:20:41 PM new
Personally, I prefer the personal touch. It takes a little longer, but I like to give and receive it. I think it pays off in the long run. At Christmas, 2 of my previous buyers even sent me cards and Holiday wishes well after the deal was done. *S* It made me happy to know that I had done a good enough job, that they took that time. I enjoy getting those little extra letters from my customers as well. You know the ones. "I bought this many years ago when we were first married. Now I need a small part to make it whole again" Type... Or , recently, sold an item that the guy asked how I came upon it, and how I knew so much about the history. I had made a few long distance calls, and found it interesting to start with. Well, turns out, his friend (who had died years back) had owned the place it came from. Automated responses don't seem to do that. Yes, this is my work, but I want to enjoy the personal part of it too, or it will be WORK!
posted on January 4, 2001 04:27:06 PM new
Carolann:
But for many of us, this IS our work. Selling on ebay is my full time job. I list an item, I sell it, I collect the money for it, and I ship it out. This is my business. I just want my money and I want my customer to get their item. I do not have time for "personal touches". If I only sold on ebay as a hobby - sure, I would add personal touches. But I don't. This is my business which pays my bills. Bidders need to understand not all of us sell on ebay just "for the fun of it".
posted on January 4, 2001 04:43:58 PM new
Hmmm...I don't mind automated responses at all. To me (especially from a seller who lists MANY auctions) it smacks of efficiency.
I won two auctions on 1 January from a seller. Auto-email "you won!"...links to PayPal (which I used), auto when it shipped, auto email when he left feedback (with a link so I could leave HIM feedback), and lo an behold, the package arrived today...WITH a refund for the overpaid shipping!
Impressive. Mail order catalogues should be so good. If you feel like you need the "personal touch," then he isn't for you.
I am a low-volume seller, but all my emails are cut-and-paste. It makes sense for me.
posted on January 4, 2001 05:11:30 PM new
I can understand automated emails if you sell lots of low ticket items. But if you sell high ticket items, a personal touch is required. Otherwise, like this seller has not learned, you are losing on your sales. How much more would he have gotten if he wasn't negged so many times? $40? $50? So to save the maybe 5 minutes it would have taken to send a personal email, he lost $40. I don't make $40 in 5 minutes, do you? I won't even go into the fact that because I always give personal attention, I have a list of over 1000 customers, many of them referrals from other customers, many of them repeat. If customers wanted cold, impersonal service, there are plenty of web sites they can visit.
posted on January 4, 2001 05:17:13 PM new
An automated process is fine unless you have a question. I'd be willing to bet that Adrian's seller got most of his negs from bidders whose questions had been ignored, not from people who were simply annoyed at getting automated emails.
posted on January 4, 2001 05:19:39 PM new
I, too, prefer a personal touch. I began shopping on ebay because of the small business ideal, person to person selling -- the so-called "community" that ebay espoused. If I'd wanted the impersonal, mega-corporation atmosphere, I could find that whenever I chose. But even in a big retail store (unless they're having a bad day) the clerks usually talk to you! In a "mom and pop" store they always do. (That is why I usually avoid Power Sellers on ebay, because my perception is: they are too busy to give good customer service.) I don't have to have my hand held or to mutually chat up our full family histories -- but it is nice to have a live person on the other end of the email.
I cut and paste my EOAs, too. But if the buyer makes comments or asks questions, I respond to them, and sometimes offer comments of my own.
It's interesting to me that when I've purchased from professional storefronts on the web, I often get a personal response from them in response to my inquiry or order. A recent order from Barnes & Noble was accidentally duplicated and sent out twice. When I emailed about that, although it did take 5 days for a response, I got a non-automated reply to my email. Perhaps they cut and paste that response... but it at least FELT like I'd made contact with a real person.
Violetta
(Not known by this nickname anywhere but here.)
posted on January 4, 2001 05:36:37 PM newYisgood: A huge percentage of my customers are repeat customers and friends of my customers as well. Not because of my "personal touch" on my emails (because I don't do that) but because they get the quality goods they wanted in a very timely fashion.
RainyBear: I do agree that questions deserve a personal answer and I answer every single one of my emails personally. I don't understand how someone can NOT send a "personal" response to a question about one of their items. Unless they just don't answer at all.... and if that's the case, they probably don't have many bidders to begin with.
posted on January 4, 2001 05:56:03 PM new
I use the AW EOA, and haven't had any complaints. If they don't respond in two days then I send a personal one, but that is also cut and pasted. I ALWAYS add a personal touch when I pack them though, each shipment gets a thank you card with it. I have had several repeat customers and no negs as of yet! I like the personal touch I chose to use, and it makes me feel good when they do get it, and say that they enjoyed the card. I don't sell a whole lot though, and I think even if I did, I would still do this. Yes it is extra work on my part, but I always like the little extra's if I buy something from someone, and they say thank you!
posted on January 4, 2001 06:00:53 PM new
As a buyer, what annoys me most is when I send my information and a request for shipping costs right after an auction ends. A couple of hours later I get an email from the seller requesting my address (either before shipping costs will be sent or with the shipping costs). Since I already sent the information they requested, you would think they could have a seperate email for those quick buyers who have already sent the requested information. To me this is a sign of an disorganized or uncaring seller. I then just hope the rest of the auction is going to go well.
posted on January 4, 2001 06:09:51 PM newgjsi: When my auctions end, I have sometimes a hundred or more auctions ending in one day and it may take several hours for all of those auctions to end. I do not email my customers until ALL of the auctions for that day have ended, that way if they bid on more than 1 auction I can combine them to save them shipping costs. My email that I send them is my regular form letter EOA email. They may have already emailed me - but I don't check that first. I just email everyone - because regardless if they emailed me or not, they still need to know the same information the rest of my bidders need to know.
THEN, when I have finished emailing all bidders, I go through my emails and answer their individual emails one-by-one. So what if they already emailed me their mailing info and I just asked them in my EOA email to send it to me? I don't think that's a big deal at all. Certainly not disorganization, OR uncaring. I just want all my bidders to receive the exact same email with all the information they would need to complete the transaction. And besides - I go back and email them one by one if they already sent me their mailing info and thank them for their quick responses.
posted on January 4, 2001 06:13:53 PM newI send my information and a request for shipping costs right after an auction ends. A couple of hours later I get an email from the seller...
Sometimes, email is not delivered to the recipient immediately when the writer clicks the "Send" button.
posted on January 4, 2001 06:25:34 PM new
violetta
I hate the canned mailings if they are worded to strong or impersonal.
Friendly and personal is the service to give whether you are a powerseller or the small guy. I have always have time to shoot the bull with a customer on the phone even though I am to busy to do it. Once you cut off the personal part the war can start on a whim.
I am a hobby seller and I do this to pass the time and make a little income (very little so far) during the slow time of the year when we can't build swimming pools.
I use automated mailings but I word them to look like they are personal. I don't put in the BS about you have three days to contact me or we will have you drawn and quartered and so on.
Also a few days to ship is pretty slow service unless it is a holiday or the post office is only open one day a week. I do understand some sellers live a long way from a PO so they can't help it.
I just think people are tired of the way they are treated at fast food joints and stores nowadays and resents being rushed and disrespected.
ExecutiveGirl don't take this as an insult as it is not directed towards you. I know it is hard when you are already spread thin as it is. I'm sure you are a good seller.
posted on January 4, 2001 06:33:48 PM newmajesticman: I'm not insulted. I am a powerseller with over 3200 feedbacks and a 99.9% positive feedback rating - so I know I must be doing something right.
I go to the post office at least 3 times a week. All of my feedback states very FAST shipping. I notify my customers (1) when I recieve their payment and (2) when their item ships - all automated, of course - and my customers always respond with a very big THANK YOU! just for letting them know the status of their item. I think as long as the customers know what's going on - they don't necessarily need for everything to be personal.
[ edited by ExecutiveGirl on Jan 4, 2001 06:34 PM ]
posted on January 4, 2001 06:59:11 PM new
I use copy and paste for all my EOA e-mails and one for winning auctions. I don't mean to sound unfriendly, but I just don't have time to chit-chat about the weather or whatever with my customers. I answer questions politely, but I do not go beyond that. I sent out personal e-mails when I first started on eBay and ended up with lots of people who I just could not get rid of...received thousands of stupid jokes, e-mails about their families that I didn't even know, problems that I could not solve for them and even pictures of mannequins that a gentleman (I use the word loosely) bought clothes for from my auctions...he had even named them! I felt sad for him at first thinking he was lonely, but then I just got weirded out from the pictures....went out and got a Post Office Box so I could eliminate my street address from EOA's. I could care less if I receive an automated e-mail, as long as I get one.
posted on January 4, 2001 07:24:30 PM new
Executive Girl, sounds like you and I have a similar system! I, too, send every one out the same EOA notice, and then I go through my incoming email and respond to anyone who has "beat me to the punch", so to speak, and emailed me before I sent out all my automated messages. And because I am automated, it's a snap to send out payment receipt confirmations, as well as an email saying Your Item Was Shipped Today! Automation allows me to be efficient, and bidders appreciate the stream of communications coming from me, even if it's pretty easy to see that they are getting a "canned" message. But certain emails will always require a personal response. I haven't figured out a way to have my computer go check the inventory over and respond to a request for more information about an item.
posted on January 4, 2001 08:08:13 PM new
I offer choice of shipping, so I have to do the cut and paste since I don't have a set shipping amount. When people send me their address, if its a small town I've been to, I often say so in my reply back. Such as, if I would have a bidder from Chester, South Carolina, I would say that I have been there and it is a lovely town. Or even a bidder from Salem, Oregon might get a comment that "I've been to Salem, and the area is just beautiful."
I recently bid on something where I got all automated e-mails. It was a bit frustrating because I never knew if anyone was really reading them, but it wasn't worthy of a neg!
posted on January 4, 2001 08:31:27 PM new
In feedback, I receive a lot of mention of my friendly emails, good and excellent communication. I use automated email.
However I have structured my messages to easily add a word or two, or erase a word or two . This allows me to personalize with a few keystrokes. If someone sends me their info before I get mine out, I just send mine but delete the "please send your address" spiel and type in "thank you for sending your address"..so that I can prepare for shipping... My standard payment not received letter was structured to focus on concern for their "lost" payment or possible problem, not an irritation that I haven't received payment.
. I don't focus on TOS, but tell them what I am going to do to make this the smoothest transaction possible for them.
I send out that automated email as soon as I receive payment, and add a sentence to answer if they have asked me a question and add first 3/4 letters to " I plan to ship ...day."
It has worked well for me and them. I get many follow up emails thanking me for taking the time to keep them informed and being so friendly...... It takes less time than cut and paste.
cariad
posted on January 4, 2001 08:35:11 PM new
Hi Cariad,
I basically do the same thing you do, and I find it a lot easier then cutting and pasting also. Alot less work on my part. It works well for me, but I guess if your use to doing it one way, the other way seems harder. Just my opinion.
posted on January 4, 2001 08:46:22 PM new
Interesting topic here. I don't like automated emails and really avoid Andale Auctions because I usually bid on multiple items. A few weeks ago I bid on 5 items and somehow missed that it WAS an Andale's Auction. Well, I won.....all five auctions. I got 5 emails. I ask the seller for a total and got one quickly. Fine, I sent the money. Within a short time I received 5 emails saying my items were mailed out. (It was 2:00 in the morning or thereabouts!) And then got 5 emails saying Feedback was left.
When I got the package it was beautifully packed, but there was duplicates of one item and not 5 different items that I ordered. I let the seller know and STILL haven't heard back and it has been two days. I've had three transactions with Andale sellers and all three were messed up in some manner or another. I am not saying that all sellers who use automated systems are not good sellers but I certainly shy away from them! And this last experience just reinforced my personal dislike!
Anais
Live,Laugh,Love
posted on January 4, 2001 08:58:43 PM new
I seriously don't think that automated emails are worthy of a neg. And I do cut & paste EOA's, etc.
However, I really do think it is important to add personal touches to your communication whenever possible. Every brick & mortar store owner understands the importance of schmoozing their customers. Friendly chitchat. Eye contact. Smiles. Thank- you's. We're all in a pretty impersonal starting place since we can't see anyone we're dealing with face to face.
No, I'm not looking for new pen pals. But I tend to have lots of things in common with my customers, and I find it really interesting to hear about their collections and their interests.
posted on January 4, 2001 09:14:48 PM new
Cagrrl, You sound like my kind of seller. Just a personal touch, not long chitchats and an email if something goes wrong.
Anais
Live,Laugh,Love
posted on January 4, 2001 09:20:43 PM new
Yisgood...I sell about 300 items a month. I send an automated email for EOA, payment recieved and another for item shipped. That is 900 automated emails every month. That extra 5 minutes per email your so willing to give to get the possible higher price means I would be spending 4500 minutes a month sending personal emails...divide that 4500 minutes by 60 (minutes in an hour) and I would spend 75 hours every month just sending personal emails...thats almost 10 8 hour days.
It takes me about 15 minutes from start to finish to list an item (all my items are different so it requires a new ad for each). That 75 hours of "personnal touch" means I am not able to put up 300 auctions (4 per hour x 75 hours). I actually put up about 500 auctions a month...300-350 sell.
It takes me 6 hours to pack 25-30 packages...or about 60 to 72 hours a month to pack my items...so that 75 hours of "personal touch" means I can't pack the items I sell.
I spend about 20 hours a week previewing and attending auctions to gather my merchandise...so that 75 Hours a month for the personal touch means no auctions to replenish stock.
I answer all questions speedily and personally...there is no way an automated email can answer questions about the merchandise. My feedback has many comments from customers who were delighted that I kept them informed all along the way of the transaction. Many respond to my automated emails with a thank you.
I ship three times a week and have no problem with customers being upset with "slow" shipping
I send out my automated email even if the customer has already contacted me....far from being proof that I am disorganized, it is those automated emails, with their accompanying automatic notations in my software program that KEEPS me organized...before I did this I would lose track of where an item was in the process.
posted on January 4, 2001 09:33:32 PM new
Kellyrj32 and Cariad,
I missed something, do you use Automated software since you don't cut and paste?
Right now I cut and paste but that takes a long time also. Haven't made the jump to an automated system yet. Keep mulling over all the thoughts posted here.
posted on January 4, 2001 09:42:06 PM new
Hi Mildreds,
I use AW and there EOA stuff. I do do it one at a time though, but it is just a edit and type a few things, and then click the send button. I find this very easy, and I get a lot of compliments, cause I keep the buyer informed.
Automated responses don't seem to do that. Yes, this is my work, but I want to enjoy the personal part of it too, or it will be WORK!