posted on September 1, 2001 03:35:54 PM
I have found that including a little prize with each item I am to ship really earns some outstanding customer service brownie points with my customers.
At first I was including a little chocolate kiss, then I progressed to harder canies (candy canes around Christmas time). Buyers couldn't tell me how pleased they have been to get these lttle surprises--one even confessed to having a bias in my favor when I sell similar items as other sellers!
Unfortunately, problems started arising due to the little treats sometimes melting or breaking and soiling the item being sent. This created a mixed response from buyers. Many, while appreciative of the extra treat, would demand a refund on the item, due to it being "of lesser quality than what they paid for" because of this soiling/damage.
As a result, I started including a 1 dollar bill with a happy face drawn on it, and a big "Thanks!" written near George Washington's picture. Strangely, even though my sales started skyrocketing (especially with repeat customers), also did my returns. If you consider that I pay shipping both ways on all returns, it was starting to really cost me. I did not expect the treat ($1 bill) to be returned, since it was a gesture of good will on my part.
To make matters worse, one unhappy buyer told me that he would be turning me into the Treasury Department for defacing federal currency, which I realize is a federal offense.
To help combat this sudden turn of emotion against me, I have now begun including $5 bills with a "post-it" note near Washington's picture, reading "Thanks!".
Most items I sell go for between $3 and $8, plus, in addition to the treat, I am now offering free shipping, so hopefully the returns will start to drop off.
posted on September 1, 2001 04:03:41 PM
A ten spot carefully gift wrapped in hand printed wrapping paper should do the trick. Make sure the $10 bill is a fresh crisp one (perhaps a daily trip to the local bank would be in order).
posted on September 1, 2001 04:42:30 PM
Jerry, no wonder your customers are so unhappy--you're not going the extra mile. You know how important it is to turn those buyers into repeat customers! I say, give them your PayPal ID and password, that way any time they are feeling angry with you or considering returning the item, they can just dip into your account for a little cash.
Maybe best of all, you could give them your ebay password, so that they can revise your auctions down to $0, free shipping, and then bid and win--that way they might not be as upset with the token gift.
posted on September 1, 2001 04:43:57 PM
Stay the course and don't become discouraged.
Sales will pick-up in the Fall and the increased volume will more than offset the small loss per individual sale.
I'm one of your biggest customers, under another ID, and the extra income has certainly made my otherwise meager standard of living much more enjoyable.
You'll also qualify for Power Seller status soon and will ,quite justly, receive all the benefits of that recognization.
It's sellers like you that make eBay so wonderful.
PS You might not recognize which of your customers I am but I'll give you a hint. I'm the one combinng all my weekly returns into one box to save you some postage.
posted on September 1, 2001 04:56:27 PM
i have been creating electronic coupons in my shop for customers to return to my shop and hope by the time they return and buy something ,the coupon has either expired or they forget the code .
posted on September 1, 2001 05:04:49 PM
Ok Jerry, here's one that may help
for those returning the items, besides, the money they keep as a bonus and you paying shipping both ways.... if they are not completly satisified, then offer double their money back, now that may help. By
Christmas time, triple their money back
posted on September 1, 2001 05:13:59 PM
Reminds me of the time I was partying with a nice group of folks in a great little pub in downtown Tacoma, WA. The lights were dim and one guy performed a magic trick that blew my mind. He really was good. Then he asked for a one dollar bill, which I supplied. He folded up in a certain way and threw it up in the air. It stuck on the ceiling, along with several others that were already there. Someone piped up, "hey, can you do that with a twenty?"
posted on September 1, 2001 08:10:19 PM
OK, so maybe we didn't fall out of our chairs laughing at this thread (like we usually do when Jerry is around) but I think he is making a good point. How many of us are losing more money than we're making on ebay? Even WITHOUT including "freebies" in our outgoing boxes?
I am sure there are some sellers out there who really do need to "do the math". I know that I have reached the "not worth it" point on soooo many things that I used to sell. And I stopped giving free gifts to customers a long time ago...
posted on September 2, 2001 04:12:59 AM
This brings up a good point: What does eBay allow inside auction packages? Next question will be "What type of vehicle does eBay allow you to transport packages to the Post Office in?"
Strangely enough, they don't allow coupons discounting future sales because they consider it fee avoidance. I'm not sure if that mean coupons for off-site sales or for items auctioned on eBay - after all, eBay is still going to collect the listing fee and the FVF. The seller is the person reducing their profit margin.
You'll be happy to know that they do allow promotional material inside a package. I've used something similar to this in packages for a while. http://www.auctionbytes.com/insertform/insertform.html Buyers appreciate the information, tend to keep it around, and it keeps my name in front of them.
[ edited by vidpro2 on Sep 2, 2001 04:13 AM ]
posted on September 2, 2001 09:34:34 AM
ALLRIGHT, I shouted as I spotted JERRY12's name on a thread. Hey everyone, come here and read this cool dudes post, I yelled to the living room. The den slowed filled with family wondering what the crap I was yelling about. A short explanation (about previous threads) was given and the magic button was clicked. Everyone strained there neck to read the writes of the witty one. Then it happened~dead silence. So?, said the troops as they slowly filtered out of the room leaving me sad and slumped over in my chair.
posted on September 2, 2001 10:02:17 AM
I started giving away mints with every winning bid. As things improved, I moved up to hard caramels. The response was so good that I began upgrading, first to canned goods and eventually to meats. The last bidder was cholesterolly challenged so I sent him a large chicken. He replied that he was a vegetarian so I took the foul back and sent him a case of broccoli in exchange. He gave me a neutral, claiming it wasn't fresh enough. My grocer loves me, but now I hate myself and can't sleep over this neutral comment. Maybe I'll hang myself. Maybe I'll just go back to mints.
posted on September 2, 2001 10:07:18 AM
I had given this a lot of thought over my time on Ebay and have decided to send the item (plus my right arm) at no charge. If they are happy with the item then they must remit payment and keep my right arm as a token of my appreciation. If they are unhappy they can keep the item and still keep my right arm (middle finger extended) as a free gift for their troubles.
[ edited by yadda36 on Sep 2, 2001 10:08 AM ]
posted on October 28, 2001 08:55:04 PM
I had to edit this because I didn't realize it was an older thread. Jerry12, if you're still out there how about giving those of us leaving AW a final story?
Blanche
[ edited by bhearsch on Oct 29, 2001 08:09 AM ]
