posted on February 14, 2001 05:20:07 PM new
A lot of sellers on these boards seem to stress pleasing the customer as one of the most important keys to success on eBay. This may be true or false, depending on what types of items you sell.
For instance, if you sell high end items that are all in a particular category, then yes it is true that you will benefit by doing your utmost to please your customers. There are only so many people with the desire and money to buy these items, and you should do everything you can to insure their repeat business.
However, if you do not routinely sell the same types of items, then going out of your way to please customers is probably not worth it. The cost of eating shipping both ways for returned items can really take a bite out of your profits. Now lets say a customer of yours leaves angry. So what? You probably never would have dealt with that customer again, even if you had done more to please them. I get little to no repeat business, even from my customers who are absolutely thrilled with their transactions. That's because once I sell the item that interested them, that's it. I don't have anymore to sell to them.
Some might say that the negative feedback you receive will cost you more than a few returns. In my experience, I have found that this is not the case. I'm still getting the same sort of sales numbers with my "tarnished" feedback record than I did when I had a perfect record.
Now let me be perfectly clear that I believe if a seller makes a legitimate mistake, then that seller should make it right. But it's more often the case that buyers make unreasonable demands. I won't bend over backwards to please a customer because it doesn't make financial sense for me to do so. There is a reason that stores like Salvation Army, Goodwill, etc, do not offer refunds. They know that it doesn't serve their bottom line. A prestigious boutique with a limited clientelle probably should, but a low end second hand store should not. It is the same way on eBay. So before you take crap from a customer, just review your situation and make sure that it is truly worth it.
[ edited by hahahaha on Feb 14, 2001 05:32 PM ]
posted on February 14, 2001 05:52:41 PM new
the goodwill and salvation army in my area offer exchanges and I believe refunds are available under certain circumstances (I have never tried.)
I am a vintage widgets seller and I rarely if ever sell the same thing twice, but I have lots of repeat buyers who have bookmarked my auctions just to see what else I'll list. I have about 10% repeat business.
I've also had buyers tell me repeatedly that my high feedback was why they were willing to purchase my item over similar vintage widgets sold by other Ebayers----so SOME people DO care about feedback....including myself. I always check before I bid.
a neg or two isn't a problem and hardly anyone here has said it was. we all hate getting the unjustifiable ones but most of us are philosophical about it and move on after venting. it matters to individual buyers, some more than others. In the big picture----<shrug>
I give good customer service because as a wise man once said "Character means doing the right thing even if nobody's looking".
posted on February 14, 2001 06:04:52 PM new
Couldn't agree more. The Golden Rule only goes so far. I use my experiances as a retail and business consumer to guide how I set policies and terms for my business transactions. In the real world from the places I buy most business policies are slanted towards the business, not the consumer. Big name, well known mass merchant retailers have down right anti-customer policies. Know why? The newest Great American past time is ripping off business.
People buy things, use them and return them. I'm amazed by how many so-called eBay business people are claiming they have a return policy for auction merchandise. Please post your eBay ID's so I can send some local Walmart type business your way.
1. Returns: If I made a mistake yes, I'll correct it. High bidder gets bidders remorse and decides they'd rather pay the phone bill then the $50 they ran your auction up to for that $10 collectible? No way. It's yours.
It's an AUCTION people...not a retail store.
The seller is taking a risk that they will not recieve the usual profit on a item. In exchange the auction results are FINAL.
Go down to your local Thursday night antique, do your pre-auction inspection (ebayers can email and ask questions prior to bidding...same thing), bid up the auction, win and then tell the auctioneer you changed your mind, you really were only scratching your nose.
2. Handling charges: A lot of postings here from people that say they pass over auctions that have handling charges. That's nice. Obviously these folks never bought anything from a traditional mail order house. The record clubs add 2.50+ to every CD you order, shove 10 of them in a box and and charge you $25 shipping and handling that cost them $4 bucks to mail. Maybe we should just add $8 to the opening bid on ANYTHING and then advertise "Free Shipping"?
Consumers are cattle. That's what 98% of the Fortune 500 truly think of their customers. Sad but true. You need to treat cattle like cattle. The REAL customer in America is the shareholder.
posted on February 14, 2001 06:13:54 PM new
Personally, when I see something I want on ebay the first thing I do is check the seller's feedback. If they have an unusually high % of negs and neutrals that tell of bad service, bad product, or nasty disposition, I pass it up. A seller's character is the most important thing with internet sales.
Why would I want to deal with someone who is slow to ship, or fouls up a lot?
posted on February 14, 2001 06:17:53 PM new
Tapatti, I see that you and I think alike. I've made thousands of dollars in shipping and handling profits. Often, however, what I make on s/h is the only money I make on the sale. I have sold thousands of low end items where my only profit is in the s/h. Not very exciting, and a fair amount of work to be sure, but they bring in a steady flow of income to supplement the few high profit items I can get a hold of. I go out of my way to tell my customers in my terms of service that I am going to profit on the s/h and please don't bid if you have a problem with that. It's more than a bit aggravating when I get feedback complaints from people complaining about s/h. I have a love/hate relationship with these customers. I hate the complaints, but I LOVE to neg them. It is VERY satisfying to neg these little snits, especially if they had a perfect record with a high rating.
posted on February 14, 2001 06:20:13 PM newConsumers are cattle. That's what 98% of the Fortune 500 truly think of their customers. Sad but true. You need to treat cattle like cattle. The REAL customer in America is the shareholder.
LMAO. I'll bet that your AW ID isn't your ebay ID. You don't really want your customers to know what you really think.
posted on February 14, 2001 06:30:49 PM new
Loosecannon,
I agree with you 100 percent and do the same. Their feedback is the first thing I look at and read the Negs. and go from there.
hahahaha,
You must have a nasty feedback record if your for real!!! I would love to see your feedback, must be interesting!!!!!
posted on February 14, 2001 06:42:51 PM new
Here are all the negative and neutral comments that have been left against me. They represent 3 percent of the total feedbacks I have received.
Neutral: things went ok. communication was ok. product shipped fine.
Complaint: Poor packaging led to damaged item, had to pay return postage for a refund.
Response: I resold this item to another customer and have heard no complaints regarding damage hmmn...
Neutral: Received Product on 2-5-01 , auction ended 1-18-01
Response: Personal checks are delayed 10 days before item ships stated in auction.
Complaint: Charged more shipping than needed, say's thats how she makes profit
Response: s/h may be more than postage stated in auction. Still lost $4 on the books.
Complaint: Never recieved the item
Response: Buyer never contacted me to resolve this I will give a full refund; item is lost
Neutral: Item was not as described, somehwat dissatisfying
Response: Item was exactly as described. Customer is very difficult to deal with.
Neutral: Overcharged for shipping and very poor packing. Could have been damaged
Response: s/h may be more than postage stated in terms of service Don't like it? DON'T BID
Follow-up: It is deceptive to list 3.95 for shipping when you don't mean priority.
Complaint: Seller refused to reply to numerous emails for payment instructions. BAD ebayer!
Response: Sent payment instructions and NPB alert. No response. Deadbeat bidder.
Complaint: Never sent E-Mail, didn't cancel bid when asked, worst Ebayer ever dealt with
Response: Cancel your own bids. I neg ALL non-paying bidders, and I don't apologize.
Follow-up: You can't cancel your own bids, get a brain
Neutral: SHE MADE $2.50 ON A $.06 AUCTION! SOMETHING TO THINK ABOUT! WRONG!!!!!!!!!
Response: I HAVE SINNED! I promise I will never try to sell items for profit again!
Complaint: Didn't tell me about leaving neg feedback. Thought I didn't send payment! F-!
Response: I neg all non-paying bidders without fear of retaliation. I don't apologize.
Neutral: Item as described. Sent reg. snail mail/nonpaded env. S/h $$$as stated in terms.
Neutral: The box was messed up a little, but item was in great shape, reccommended A
Complaint: got my order lost, but i emailed him and it was quick.
Response: Shipment of item was delayed because you didn't state what item payment was for.
Follow-up: can dish out, but cant take it, leaves bad feedback if you leave him neutral!!!!
Complaint: seller asked $3.15 s/h and spent $.99...item came in brown bag...no padding!
Response: s/h may be more than cost of postage stated upfront in my terms of service.
posted on February 14, 2001 06:50:09 PM new
hahahaha,
I would prefer to read your feedback myself, as this is only hear say. You sound like someone I don't think I would buy from, BUT if you are selling low bid items and state in your TOS that you "DO" charge a S/H fee because the items sell for very little money, the buyer should accept it and pay up.
posted on February 14, 2001 07:25:41 PM new
Seriously, tho, I cannot agree with you. I live by the golden rule. I have almost 700 feedback with 0 negatives, and a total of almost 1,000 feedback counting the repeat customers. I am proud mostly of the repeat business. I offer a money back guarantee, but no one ever takes it.
posted on February 14, 2001 07:38:23 PM new
hahaha
I have only one suggestion for you. LIGHTEN UP A LITTLE ! ! I have been selling on ebay for some time. I sell items with starting bids of $9.99 and up. I deal in Civil War era prints and engravings. All 1860's - late 1890's. I have only had a handful of complaints about s/h charges. I set a flat fee in my item description of $5.50. In a year and a half of selling on Ebay, only a couple people complained. The s/h covers my postage and the cost of matting the print. The actual postage in most cases is under $2.00. Priority, for larger prints, runs $3.95. When I explained that to them, they backed off.
It does not pay to get in a FEDDBACK war with a customer. If he or she is not satisfied, for GOD'S SAKE give them a refund. It is not worth the hasstle. I had one buyer email me after she received the print and told me she did not know she was buying a "Picture out of an old book". I emailed her back and told her that my description of the piece clearly stated she was bidding on a BOOKPLATE ENGRAVING from the 1871 publication of "Civil War in America". I also told her that I would gladly refund all her money if she did not understand what a bookplate was. I did in fact refund her money. She returned the item and I sold it about a month later for $95.00. She paid $36.00. So I was the winner and she did not leave me neg. feedback. In fact she left a wonderful feedback that stated I stood behind my product.
Feedback wars are NOT PRODUCTIVE. YOU always loose as a seller. I currently have 4 negatives of my own. I got them from other sellers I was buying items from. I learned a BIG LESSON when I got in the gutter with those guys.
Take a long look at how you do business. I LEARNED TO CHILLLLL.. I suggest you do the same
posted on February 14, 2001 08:17:53 PM new
When I buy on E-Bay I always look at feedback.I believe it helps buyers see the true character of the person they are buying from. I will never understand the Seller who trys to make a profit from the Shipping and Handling charges,this will turn me away from an auction faster than anything else. To me it is sneaky and makes you look like a crook.How anyone can call an auction for a leather coat for $18 where they charge $16 for shipping professional is beyond me,then some nut sells a book telling you this is how to be successful on E-Bay really burns my cookies. I try to make my customer happy,even if I have to eat a few dollars on an transaction.Most people show you appreciation for treating them like people,and it sure brings repeat business.People may not remember what you said,or what you did,but they will remember how you made them feel.
posted on February 14, 2001 08:21:01 PM new
I believe in the same business philosophy as "hahahahaha" and my negs are only 1% of my total out of about 600. At .30¢ to list an item, its cheaper to gain new bidders than retain old one's.
\"They say the grass is greener on the other side. But have you flipped it over and looked?
\"
posted on February 14, 2001 08:53:29 PM new
Yes, I understand that people would prefer not to pay s/h. In fact, they would prefer to get stuff for free without paying anything. Now if I were an elected Democrat, and I got paid for giving away the property of taxpayers to the undeserving masses, that might be a viable career strategy. But since I don't get my "inventory" free of charge like Democrats do, I'm going to have to continue to make a profit on my items.
posted on February 14, 2001 09:00:10 PM new
IMO it all boils down to the type of person you are...you either have integrity or you don't. I take my sales seriously and personally.My customers are people who trust me and my merchandise,and their opinion is important. Any problem,even if it is because a buyer is unexpeirenced or not knowledgeable, should be handled professionaly by the seller.To over charge on shipping is simply theft,call it what ever you like,word it however you can live with,but it unprofessional.Sellers complain there are not enough sales and this is a surprise, when a seller goes on a public board and brags about making fools of his customers and taking advantage of them? eBay customers are only a small portion of people we all meet every day in our lives,it makes me wonder how sellers like this treat people they care about.........
posted on February 14, 2001 09:17:48 PM new
Beadkat,
I have to agree with you and you hit the nail on the head. Some of the stuff here has to be a joke and not real. You can say anything you want here at AW and on any chat board for that matter if you refuse to give up your e-bay ID so one could really check. Some do, and others don't. So take what you read here as just words unless you can check it out as being real. When hahahaha made the statement about the Negs she has received, I will only belive it if I see it. I have learned that people like to talk, will make up almost anything to talk about and that is the way they are. Some will even do it in person, but most will only do it behind a key board. hahahaha has no integrity at all and I dont think she is real. If she is, I would never buy from her.
posted on February 14, 2001 09:20:29 PM new
Hahahaha: Now this is the God's truth: You are reaping some very bad karma with your attitude. The world is not out to get you! We all create what happens to us, and ultimately you get what you give.
If the only place you're making a profit is on "handling" charges, you may want to rethink your business plan. There's something wrong there--and maybe, just maybe, your life would be happier and a breeze would waft that chip right off your shoulder.--Adele
posted on February 14, 2001 09:27:18 PM new
I came across hahahaha's listings while doing a search oon eBay -
I don't agree with his/her philosophy, but it is stated in the auction listings that shipping is fixed and higher than actual postage. I personally wouldn't bid, but no one is twisting my arm to, either.
I try to be honest and upfront - I usually sell paperbacks and have a set s/h which covers postage, DC, and cost of the packaging. Anything sent priority is actual postage and dc cost as the packaging doesn't cost me anything (except for the protective plastic bags on the books to prevent any water damage, but I eat that cost.)
I wouldn't say that the terms of his/her auctions are deceptive, because it is very clearly stated, I just choose to conduct my business in a different manner. Although, I would probably take objection to packing a book in just a brown paper bag - but then I have a thing for books!
I personally would choose to bypass on terms like this.
(edited to say that I can't remember if the no refunds bit is stated - but I also disagree with that)
Do unto others.... (I agree with Adele)
Jane
[ edited by jmjones6061 on Feb 14, 2001 09:30 PM ]
posted on February 14, 2001 09:30:51 PM new
BB.....I agree, I was first thinking this was some person who had a bad V-day and just wanted to start a thread that would evoke a reaction to start an argument, I also have noticed only some people are comfortable with using their real ids, again,integrity, and why hide if you are genuine? Negativtiy breeds Negativity..
posted on February 14, 2001 09:42:14 PM new
beadkat,
Again you right on the money. Its bad enough that there are bad sellers and buyers out there , but to brag about it and expect others to agree with it, is going over the line. But what goes around, comes around and its just a matter of time. We have road rage going on right now, and if this keeps up the way it is, one day there just might be something like e-bay rage!!!!!
posted on February 14, 2001 10:35:07 PM new
I guess if you get enough suckers you'll keep making money.
I think the lame "democrat" metaphor shows you how poorly you understand the notion of corporate welfare.
Little buds like you, chump change, and you're paying for the priviledge while big businesses get it all given away.
Sure, get your jollies ripping off customers.
No one says you have to apologize for making a profit, but one day the well will run dry.
(Oh I could be wrong, Britney Spears is thought to have singing talent!)
The laugh may be on you hahahaha....especially when you really think about it.
posted on February 15, 2001 12:30:56 AM new
I'm glad to see there are other sellers who feel it is imortant to service their customers! Makes me want to shop! (And believe me,my wife more than supports that!!!)...LOL
posted on February 15, 2001 01:27:45 AM new
There is nothing wrong with charging a handling fee (especially for low-end items) unless you like working for free. On the other hand (if I read the complaint above correctly), charging $3.95 for first class shipping is misleading and dishonest. Because the seller knows full well the buyer thinks they are paying for priority shipping. Just because a seller thinks his customers are cattle is no excuse, in my opinion, for dishonest dealings.
I must say though that the predictable response, "I'm honest, that's why my customers love me!" always leaves me feeling unconvinced. Maybe those sellers go home and kick their dog. Who knows? It's all just talk.
I was trolling through the park one day, in the merry merry month of May...
posted on February 15, 2001 02:25:46 AM new
I hardly know where to begin, I've never heard of so many sellers who claim to be the moral authority.
Charging enough on handling to make a profit is stealing? Let me guess, we should throw the item away if we can't make a profit from the bidding, right? And we shouldn't be entitled to some profit for our time and effort? Maybe the buyers shouldn't steal from sellers by bidding low! Ridiculous statements from the moral authorities!
Did you know Amazon makes a profit on shipping because they sell the books so low. Ok, it works out the same whether they charged high for the book and low on shipping or the other way around. No tears from me if you think they are stealing. The gull of these ridicoulous posts to tear apart someone who gave their honest opinion. BB, if you don't trust hahahaha's posts, what does that say about you? That you can't be trusted either?
If buyers want service, pay for it like a fair person. Don't bid wholesale, then expect the seller to ship it without compensation for their time. There are major companies that charge for customer service. You call them up for phone support and you're charged.
I'm just wondering if these posters just crawled out of a cave, no clue to the real world.
posted on February 15, 2001 03:11:57 AM new
both thumbs up to hahahaha and quickdraw!
I've been too busy to respond in the past 6 hours as I've been repairing the damage that some low-life scum kiddie hackers did by hacking into two of my webservers. Probably did it while their Mommy and Daddy aka Ossie and Harriet where sitting in the living room typing out their chastising moral high road posts here.
I too don't know where to begin. These posters must have never worked for a big company. Ya know the ones in the news now.
The ones that give you the warm fuzzies. Laying off 20,000, 12,000, 7000, etc etc.
My remark about cattle is NOT how I feel about my customers. In fact that was an off-the-record quote from a Division VP of a mega-corp that I used to work for.
I won't name the EXACT corporate a-hole that came from but you can have fun guessing. I've heard similiar BS from every major corp job I've been laid-off from in the past 5 years: Take your pick:
Netscape
CompuServe
Microsoft
GTE
Big time American business cares about it's PROFITS and return to the investor.
Why should I run my small business any different?
Ebay ID's? Very few people posting here use their eBay ID...everyone seems too afraid the masses will find out exactly which "widget" it is they buy for 99 cents and sell all day long $9.95.
I have a decent Ebay record and I have no reason to lie. Not much there actually. I've only completed some 200 auctions and have about 80 glowing positive feedbacks to show for it. Exactly ONE unhappy customer. I replied to her complaint e-mail minutes after receiving it offering her a refund if she would return the 'widget'. It was a honest mistake. No reply. I wrote again. Still no reply. I'm waiting for the neg.
I get a few cents sometimes on shipping. I ship better packages than 90% of the stuff I buy from commericial sources. My customers get their glass items in one piece.
I ship FAST. Most of my enlightened customers pay by PayPal or BillPoint and frequently the package goes out the day the auction ends and is in their hands 2 days late. (Thank-you PostOffice knock-on-wood)
I'm not running eBay auctions to get rid of excess junk in my house and earn mad money like a lot of the bored housewife and retirees that post here probably are.
I'm doing it for business, to raise cash, to make a profit, to supplement a blood-sucking dot.com business. I don't do anything pertaining to money without treating it like a business.
That reminds me...my mother owes me money..time to send out another collection letter.
So go ahead and slam our morals. Have fun.
Run your business anyway you see fit. That's your right. I just wouldn't try the morals schtick on the Mortgage company, the Credit Card collector or the GMAC Repo Man. And don't drag silly partisan politics into auction board discussions. There's not a Republican, Democrat or any other flavor politician in this land that wouldn't and doesn't sell their soul for a buck and a vote.
If anyone doesn't understand this go back to your cave.
posted on February 15, 2001 07:19:13 AM new
while you may not like hahaha's tone or philosophy, there is a gem of truth embedded in there.
If you are a low-profit, few-repeat-customers seller, you can't afford the same handholding and customer service that a high-profit, many-repeat-customer seller can. Its the difference between shopping in walmart and a high-end boutique.
I'm definitely not saying I agree with everything they do ($3.95 not-priority shipping, feedback battles), but if you are only making a buck or two on each sale, you will go out of business if you run your operation as anything other than a production-line operation.
