posted on March 21, 2001 12:24:41 AM new
quickdraw29
"I ship item out now/you quit emailing me everyday."
I like that! I think that maybe 1 in 50 buyers is that self important. We recently canceled a transaction on one of them for being down right rude. She later emailed and apologized and said she deserved it.
posted on March 21, 2001 03:07:47 AM newbrighid868 you're imposing your standards on other sellers. As long as you get the item in a reasonable amount of time, you have nothing to complain about. Be glad you are more efficient than most.
Earlier you said that a seller who ships to you within 10 days of payment would earn a big, fat neg. Now you're saying "might contribute to the possibility of a neutral?" Come on, which is it?
I really appreciate Jereth's post even though it does categorize eBay sellers. I too will save that post because it answered a question I've been grappling with for a long time: How to deal with those pesky, "did you get my payment yet?" emails.
If I were selling high-profit items, I would be glad to schmooze with customers and hold customers' hands throughout the transaction. I sell low-profit, high volume items. The way I see it, while other sellers are providing service, I'm providing product. I like it that way, though personal service is fine too.
posted on March 21, 2001 03:33:30 AM newTwinsoft: So basically what you are saying, is only the customers who bid on the more expensive items are worth answering emails and catering to?
The "small" sales add up and are what pay my bills. I don't "hold their hands" through the transaction, I have an automated system that simply keeps them informed of the transaction. That is what makes them come back and become great repeat customers.
I couldn't imagine treating only the very-high bidding customers great and ignore the rest. I don't believe that's what customer service is. Everyone gets equal treatment. Those "small" sales may become repeat customers and over time will very likely have made me a lot more money than that one large sale.
posted on March 21, 2001 04:08:53 AM new
ExecG, I believe those kinds of emails (like three emails in three days) are unnecessary. They waste a seller's time responding to finicky buyers, when things are actually going right on schedule. Taking time to research and answer the email (99 times out of 100, the answer is, your package was mailed two days ago), delays shipment for everyone. And frankly yes I do think that customers who demand an unfair share of the seller's time (especially for an inexpensive item) are being inconsiderate of others.
If you paid by Billpoint, then I expect you did get a confirmation that the seller received your money. So, your "did you get my payment?" email was really, "I paid you; when will you ship already?" Pestering the seller, especially over the weekend, won't get the item out any quicker.
I'm not trying to single you or anyone out. It's just a pet peeve of mine which another poster mentioned also. If someone could explain to me how I can send out an additional 300 emails per week, without adding another half day to my schedule, I'd be glad to hear it.
To answer your question, no I don't think a $10 customer requires the "red carpet treatment." I agree with Jereth, a seller who does that is not using their time efficiently.
posted on March 21, 2001 04:29:18 AM new
brighid868
> When an item is purchased and paid for with Paypal on the 1st and mailed on the 13th
You are probably dealing with a seller that wants/needs real $$$ in a real bank before they ship. I sell lots of stuff in the 50 to 100 lb. range, and for just this reason, I flatly refuse paypal. I don't want to "float" $400 a week in UPS charges waiting for the $$$ to get to a real bank, nor do I want to put up with complaints becuase I didn't ship as soon as you paypaled.
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twinsoft
>It's always the $5.99 items that attract the loonies
Yup.... That's been my observation also.
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quickdraw29
>I do void sales at will if the person is rude, demanding
I try to operate on the principle that "the customer is always right", but I voided a sale just this week because some clown wired $10 via western union. I told him (and I was very serious) that I am NOT going to make a trip to town (I live out in the sticks), use $3.00 worth of fuel and an hour of my time to complete a $10 sale. $10 sales are marginal in the first place, and I will NOT spend and extra hour on a $10 sale just to kiss someones butt.
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thedewey
>In my opinion, there ARE NO unnecessary questions
What about the ones when someone asks ME if something YOU have up for sale will fit their 1984 widget. These (and those from people asking if a 15 hp boat motor can be used on a go-cart) get deleted, NOT answered.
ExecutiveGirl
>Twinsoft: So basically what you are saying, is only the customers who bid on the more expensive items are worth answering emails and catering to?
How much time will YOU put into a $10 sale? (your answer will tell me a whole lot about how you do business, and if you make $1.00 / hour for your time.)
posted on March 21, 2001 04:30:05 AM newtwinsoft: You're forgetting, the only reason I wanted to know if he received my payment is because 24 hours after I paid I received his EOA email. Had I not received that 24 hours AFTER I paid, I would not have emailed him at all. This is the first time I've had to ask a seller if they received my payment.
If someone could explain to me how I can send out an additional 300 emails per week, without adding another half day to my schedule, I'd be glad to hear it.
Well, I mail out hundreds of emails every week and it only takes about 5 minutes out of my day with AuctionTrakker (if that). I click on the "payment received" template, click on everyone's name who I just received their payment, and click "process" and it emails all my customers and lets them know their payment was received. I do the same for "your item has shipped" and also for leaving feedback. Now THAT, is using time efficiently. I would never send emails if they took 1/2 a day to do!
no I don't think a $10 customer requires the "red carpet treatment."
Well I guess that's what sets me apart from some other sellers then. I give all my customers the same treatment, and I guess that's why I have a huge percentage of repeat customers. And I DO use my time quite efficiently.
posted on March 21, 2001 04:34:19 AM new
Well, I have to admit to catering to my customers! There are reasons for this!
1) No matter how BIG of an eBay seller you are, you're still NOBODY! Ya aint't SEARS! and ya ain't AMAZON!...
Buyers DON'T KNOW ME! With all the BAD PRESS over the past months about FRAUD with ONLINE AUCTIONS, I feel an EXTRA OBLIGATION to put my winners AT EASE!
So, I ship (ALWAYS) WITHIN 24 HRS OF PMT RCPT!
I send "PMT RECEIVED" & "ITEM SHIPPED" email to every buyer.
2) I just consider it to be COMMON CURTESY to respond to email & to keep my winners informed EACH STEP ALONG THE WAY TOWARDS DELIVERY!
Remember, these folks are sending MONEY to ME - A COMPLETE STRANGER!
I enjoy "CODDLING" my winners! I especially enjoy the HUGE NUMBER OF REPEAT SALES I gratefully receive!
It is all done with a click of a button. So there you go. 6 seconds total. It takes me that long with a $10 transaction, and it takes me that long for a $100 transaction.
posted on March 21, 2001 04:44:46 AM new
Okay. Honestly, EG, your seller sounds like me. I also will send payment instructions even if the buyer zapped the money to me the moment the auction ends. The seller was probably not even aware that you paid when he sent the EOA.
As for his response to your emails, he was probably going through several days worth, and reading the most recent messages first. His note to you only meant, "I got your message, I'm checking in to it." He hadn't read your earlier emails and was still in the process of getting caught up.
Auction Trakker sounds great. You probably can't post a link. Is <-- that the correct spelling? Though I'm hesitant about 3rd-party tools, what with all the fee increases. I use my own MS Works database, and send emails using WordPerfect's Mail Merge. Works great, very reliable, though a little slow.
posted on March 21, 2001 04:55:22 AM new
Yes! I was walking along TIMBER CREEK and discovered that there are many good software programs out there for following one's auction activities!
I personally go to a different program, but I did sign up for AW standard plan as a reserve, in case of emergency!
posted on March 21, 2001 05:22:39 AM new
ExecutiveGirl:
It all depends on the particular post office in question. Most post offices postmark the package immediately (while you watch), but NOT all of them. I used to live in a small town in Georgia. The post office there never postmarked ANYTHING. It was postmarked after being sent by truck to ANOTHER post office in Atlanta, and often 2 or three days after the package was originally mailed.
I have since learned that other post offices withhold the postmark until the package is ready to hit the truck. This is often a day or 2 later than when the package was mailed.
Postmarks are accurate most of the time. But if you receive a package postmarked 3 or 4 days after the sender claims to have mailed it, he/she may well be telling the truth.
posted on March 21, 2001 05:26:50 AM newDubya: I do not understand how it is possible for a postal clerk to accept a package, charge you for that package, and accept money for that package when they don't weigh and put the stamp on the package??
I have been to many, many different post offices and I have yet to see one who does not put the postage label on the package right then and there. If they didn't, how would they know what to charge you?
Plus, all the post offices are coming out with a new electronic system. How long ago are you talking about when the post office would postmark the packages up to 2 days later?
[ edited by ExecutiveGirl on Mar 21, 2001 05:27 AM ]
posted on March 21, 2001 05:33:59 AM new
Well, I just don't see how it's possible. Please explain how the postal clerk was able to accept the package and charge you for that package then, without putting a label on it?
posted on March 21, 2001 05:41:36 AM new
There was no label applied to my packages. I sold (and still sell CDs). I apply stamps to save time. The clerk took my packages and tossed them into a bin. No postmark, no label, no nothing. I've seen them do the same for other packages as well.
posted on March 21, 2001 06:38:55 AM new
I live in a small town. All our mail is sent to a larger post office in the next state and postmarked there. I stamp my packages, too, and I've often wondered if my customers wonder why they sent money to someone in one state and the package was apparently mailed from another state. And it can affect when the item is postmarked.
I recently switched to stamps.com which dates the postage when you print it. Saves me the worry of when the PO will get around to putting the postmark on.
posted on March 21, 2001 07:16:01 AM new
executivegirl-
twinsoft asked:
If someone could explain to me how I can send out an additional 300 emails per week, without adding another half day to my schedule, I'd be glad to hear it.
and you answered:
I click on the "payment received" template, click on everyone's name who I just received their payment, and click "process" and it emails all my customers and lets them know their payment was received. I do the same for "your item has shipped" and also for leaving feedback.
That seems to be a good way of handling those type of emails, but they are all messages initiated by you, not replies to customers.
Suppose your customers send you a bunch of questions, such as "When did my item ship?" or "Did you get my payment yet?" or "Do you have any more items like the one I bought?" or "What are the measurements of the item?" or... well, you get the idea. How do you automate answers to questions like that?
About postmarks... at my post office, they do not put a postmark on items I hand them if I have already put stamps on the package. They just toss them into a bin in the back. I have no idea when they actually put the postmark on. Next time I'm there, I'll have to ask.
posted on March 21, 2001 07:33:37 AM new
What a fun thread!
I agree that communication is very important in the online biz, but I only send out 1 email to my customers, which is the EOA email. In that email I state quite clearly that they will know their payment has arrived & their item was shipped when they see pos feedback left by me.
Once in a blue moon when a high bidder doesn't read my auction and/or EOA email they'll email asking if I've shipped the item yet. I simply cut & paste my pos feedback with the time & date I left it for them & explain it was shipped the same day their payment arrived.
Just another good reason for leaving feedback the same day the funds arrive. I also ship *everything* within 24 hrs of the payment arriving. I think most buyers realize that I'm trusting that their check won't bounce, and they appreciate the fact that I ship the same day the funds arrive.
From some of their comments via email, it seems most of the sellers they've dealt with hold checks for 7-10 days, and they greatly appreciate the fact that I trusted them enough to ship the item out immediately.
Just my Canuck 2 cents worth ............
BTW - I seldom have buyers email me when they mailed the payment, and why should they?
posted on March 21, 2001 07:45:49 AM new
Mrpotatohead,
I think EG is not getting those e-mails b/cuz of the ones she sends out. She is prompt in letting them know when payment was recieved, item sent etc. so they do not e-mail asking those questions.
We are new but have also been doing this and it is only a click of the button. So far the constant question e-mails do not happen.
When you control the e-mails going out - again taking only minutes of your day - you are not controlled by the customers e-mails that come in at anytime. By reading several sites and buyers threads it is apparent that they just want communication.
Why can 1centcd Marie not communicate in this way? I bet if she was new with very little feedback people would be e-mailing her and would not accept her curt responses. If you look at her feedback most are multiple buyers = they know her style. New buyers probably see the feedback and are not concerned so do not question. I think there is a big difference between someone selling with thousands in feedback and multiple sales to the same person versus the standard seller. Comparing apples to apples is not happening here.
posted on March 21, 2001 08:04:28 AM new
ypayretail-
Maybe you're right. However... I send out the same type of emails as executivegirl, and in my experience (it's just that, though- mine, and nobody else's), I get a question that was already answered by one of my emails in about one out of every ten auctions.
If I were running 500 auctions, that would be 50 extra emails, requiring 50 extra answers (and the time involved to investigate and respond appropriately). How long would that take? I don't know- I'd guess at least an hour or so. Would it be worth it? I don't know- each seller has to make their own determination where their efforts are best spent.
I still think the feedback rating, along with a comment, needs to include a selection for "High Maintenance" or "Low Maintenance".
The person doing the rating. If I have a buyer who emails me 3 times in 3 days about their item, I would rate them HM. If I buy from a seller who requires that I print out their form with my payment or expects to receive payment (money order only) within 5 days, they're HM.
I know this would never fly, but one can always dream...
There are some who have posted that I would rate HIGH maintenence but they think they aren't
posted on March 21, 2001 10:22:02 AM newSuppose your customers send you a bunch of questions, such as "When did my item ship?" or "Did you get my payment yet?" or "Do you have any more items like the one I bought?" or "What are the measurements of the item?" or... well, you get the idea. How do you automate answers to questions like that?
First of all, I RARELY get emails asking me if I received their payment or if their item has shipped - BECAUSE of my automated emails telling them when I receive their payment and when their item ships. Actually, since I've started using AuctionTrakker I can't think of one time when someone asked me if I received their payment.
But before I used AuctionTrakker and when I would get those questions I would simply look up their account in my Quickbooks and tell them when their payment was received. Takes less than a minute to look up. And if they asked when their item shipped, I would look up their name in my Stamps.com log and tell them - again, takes less than a minute.
My customers NEVER have a reason to ask for measurements because I give all measurements in my description to begin with.
See, if you put everything in your description to begin with and cover all your bases you don't have to worry about wasting time answering questions like that later on. If you are getting questions like that all the time that means you are not putting enough information in your auctions. And THAT, is not being very efficient
posted on March 21, 2001 10:30:31 AM new
ExecutiveGirl,
Did you start this thread to get pats on the back? Because you seem to be unnecessarily critical of folks who don't share your business philosophy, and who are demonstrating that there are alternatives to your way of doing things. Are you angry because we're not being penalized for taking a laid-back approach? Or that you aren't being rewarded for your intense approach?
I never send "got your payment" e-mails or "shipped your item" emails or expect to receive emails when the item arrives. And like I said earlier, I certainly don't rush around trying to provide next-day shipping.
I've worked in offices, I've had bosses, I've worked under impossible deadlines. Been there, done that. This eBay business is mine. I don't make as much money as I did in the white-collar world, I don't get medical benefits ... but I sure as hell have greater peace of mind not having to dance to somebody else's tune all day.
Your philosophy seems to place the customer in the boss's seat. I say no way. This time it's me calling the shots. And I'm doing just fine. As far as I can tell, it hasn't affected my business. If it has, if there are people who have vowed never to do business with me again because I took two weeks to send their item ... I'm better off without them.
Maybe you should try to relax your routine a bit, ExecutiveGirl. You may find it works better for you, and makes little or no difference to your customers
posted on March 21, 2001 10:43:08 AM newSee, if you put everything in your description to begin with and cover all your bases you don't have to worry about wasting time answering questions like that later on.
Really? You never get email asking (for example) if you take PayPal, even though your listing includes your payment options (and that PayPal is not one of them)?
I often get questions asking if I have more of the item listed, or items similar to the one listed. Are you saying it would be more efficient to include in my description a line that says "Additional items available"? I would think eBay would frown on that.
Other than that, it's not unusual to receive email questions that I would never beforehand have imagined, yet somebody thought to ask.
Not all email can be automated- sometimes, it is necessary to deal with each individually, and it does take time to do so, regardless of how efficient your system.
No, I certainly did not start this thread for "pats on the back"... I know how too many posters are on this board and I definitely know better
I never said anything about how anyone else here on these threads do business. If you don't send out emails that's YOUR business. If you don't like to keep your customers informed, that's YOUR business. And that's fine by me! I prefer to keep my customers informed and it makes my customers happy, it makes my customers come back repeatedly, and that makes ME happy. If you don't like it, well that's your problem then, isn't it?
If you read the thread, you will see that i'm not the one criticizing others for the way they do business - THEY are criticizing me and the others who prefer to keep our customers informed.
If we feel like taking the few minutes out of our day to email our customers - WHAT'S THE PROBLEM WITH THAT????
As far as keeping the customer in the boss's seat, that is simply UNTRUE. I have my TOS and I follow my TOS. I don't allow customers to walk all over me, I don't allow my customers to try to make me change my TOS. How is notifying a customer that you received their payment, putting them in the boss's seat???
Maybe you should try to relax your routine a bit, ExecutiveGirl. You may find it works better for you, and makes little or no difference to your customers
I have changed my routine - for the better, I might add. I never used to email my customers and keep them informed of payment received and item shipped. But, I got AuctionTrakker, and decided to start taking the 1 minute a day to inform them that their payment was received and that their item has shipped and the response has been overwhelming! I thought I was doing great before - well, now I'm doing even better! And these 2 little automated emails has cut down my emails immensely. Basically the only emails I get from customers are "THANK YOU!" emails. A very nice change from all the questions.
posted on March 21, 2001 10:49:28 AM new
"See, if you put everything in your description to begin with and cover all your bases you don't have to worry about wasting time answering questions like that later on. If you are getting questions like that all
the time that means you are not putting enough information in your auctions. And THAT, is not being very efficient"
HMMM...sounds kind of contradictory considering the threads you have posted titled something like "Buyers Don't Read!".
So all those emails you get asking about paypal, checks, etc, weren't aswered in your ad?
Considering how many sellers have posted here at AW complaining about the buyer asking questions that were already answered if they had just read the auction description or just read the end of auction notice, I find it hard to accept your statement that if one touches all bases in the ad one will not have to field the questions later.
posted on March 21, 2001 10:51:28 AM newmrpotatohead:
Really? You never get email asking (for example) if you take PayPal, even though your listing includes your payment options (and that PayPal is not one of them)?
Yes, I get those emails. How long does it take to type out "I'm sorry but I do not accept Paypal"?? Maybe if you're a sad typist it will take you longer but I type appoximately 90+ wpm so the time is not even an issue for me.
I am always on top of all my emails - and I don't let them pile up.. when I get an email, I answer it. No biggie.
You know what I find REALLY interesting... is that if I started this thread stating that I DON'T email my customers - some of the people on this thread who are giving me heck for EMAILING my customers would have given me heck for NOT emailing them!
