posted on February 22, 2001 04:14:46 PM
I'm mainly a seller. I know that only maybe half of my buyers will leave feedback for me. I don't have a problem with that--I have plenty of good feedback. I would like to know that the item has arrived, however, so I ask, in my "item shipped" email, that the buyer send me a short email when the item arrives. When someone does send me one of those emails, I never know whether to respond with an email saying "thank you." On the one hand, I want them to know that I appreciate the information. On the other hand, I don't want to add to their inbox clutter by sending emails that don't really contain any information.
Personally, if I were on the receiving end I'd just as soon not waste my time reading those emails. But maybe I'm not as sociable as others, so I'd like to collect opinions on the subject. I know this isn't a really important issue, but similar situations seem to pop up a lot in my eBay communications.
posted on February 22, 2001 04:36:12 PM
I answer every e-mail (from a buyer), no matter what. I try to use their first name and thank them again for shopping with me, it doesn't cost me anything and a friendly response might make them remember me when shopping again. I always 'sign' it with my name and userid.
posted on February 22, 2001 05:13:07 PM
I think that a response, even just a short "thank you" or "your welcome" is always best. It's just good business.
posted on February 22, 2001 05:13:21 PM
I totally agree with jayadiaz. As far as cluttering their mail box, I think everyone knows how to delete, and I'm quite sure that the customer appreciates the personal touch as opposed to the cold form letter type. I always enjoy hearing from the person I'm dealing with whether it's when I buy or sell and I respond in kind.
posted on February 22, 2001 05:19:55 PM
Hi roundvine,
I think you should reply with a thank you, since they are doing something that you requested. ALSO, this is a great opportunity to promote your business.
For example, a typical note I send after receiving feedback and/or a note letting me know they received their item, is below:
Hi xxxxxxx!
I am so happy that you like your XXXXXXXXX
Thanks, XXXXXX, for letting me know that you have received your items, and I truly appreciate the wonderful feedback. [or comments]. This transaction has been a pleasure, and I hope we have a chance to do business again in the future.
Just to let you know, I offer a X% discount off the winning bid of all my repeat customers (before shipping) on all future auction wins.
If you would like to be notified via e-mail of new products that I list on ebay, please just click below, and then Send:
posted on February 22, 2001 06:50:19 PM
As a buyer only, I have to agree with the idea of sending a thank you, but have to totally disagree with oxford. I use outlook 2000 with the preview mode. If the note is a short one line thank you I can see it in the preview and don't bother to open it, just mark it as read and copy it to the folder for that auction. I definatly do NOT want a sales pitch in a thank you note. Somehow that just seems tacky.
posted on February 22, 2001 07:21:45 PM
Well, Greg - it must be working for me - I have 50 people on my newsletter list, and a great deal of my business is repeat.
For many of us this is a business; as long as it is done tacktfully (which mine is, IMO), there is absolutely nothing wrong with it. Every business who wants repeat buyers takes the time to thank them, and perhaps offer discounts for repeated sales, or offers to let them know of items they may be interested in the future. This helps to keep their existing customer base as well as increase it. If the buyer does not send the note back to be on the mailing list, I do not write to them again. Most of them do, though.
I am an artist, and what my buyers are buying is my own unique work; maybe that makes a difference.
Most folks do have the ability to bring in my short e-mail; I will not be changing it for the one or two who may not. If it gets deleted by them, it gets deleted.
posted on February 22, 2001 07:43:00 PM
I would agree with others that all mail sent from buyers should be acknowledged. I don't know that I would be as lengthy as oxford ... unless that is some sort of canned file that is used for everyone. I jus don't have time for all that typing. In fact I usually say something very brief such as "Thanks, I'm glad you liked it".
It may be terse but it does get across the point that a human is on the other side. Since so many people (myself included) are using websites and bots and so forth to automate email and handle auctions, adding a human touch wherever possible really helps. All IMO of course.
posted on February 22, 2001 07:44:40 PMoxford: I didn't say it was wrong or that it didn't work for you, I just said that to me it seems tacky (pushy??) to add a sales pitch to a thank you. To me it would be a real turn off.
posted on February 22, 2001 08:01:32 PM
I always acknowledge their e-mail with a short note to say that I am pleased to hear that it got there safely and that they are happy with their purchase. It only takes a minute or so of my time and I am always glad to hear from them.
Otherwise I fear the customer may think that now that I have the money I don't care anymore if it arrived or if they are happy with it.
In our shop people often drop back in to comment that the gift I helped them select was perfect for the recipient and they thank me. I appreciate it.
posted on February 22, 2001 08:13:16 PM
I normally respond to every email.
My thoughts are that keeping up email communications is vital to building a clientele base.
I will often ask a question that encourages them to send an email back with the answer.
All my emails have a signature with links to my web page, to my auction site listings, a link for signing up for my newsletter (now with about 1,500 opted in receivers), my address, phone number, fax number, and user id.
In addition to all my emails containing shameless plugs, I often include instructions for leaving feedback if they are new or haven't added feedback for me yet. I often add items I have on sale.
I have about 1 person a week that sends me a polite request to be removed from my email newsletter list. I have about 20 persons a week asking to be added to my newsletter list. Sales through my email newsletters generate about 25% of my income.
