posted on August 30, 2000 01:25:59 PM new
In light of Yahoo!'s new policy on the 1000 auction limit. It is now more imperative than ever that we receive deserved feedback as seller's. It used to be we could just shrug off the fact we did not receive deserved positives, but now it will impact our ability to be able to list more items on the auction site. For each positive you receive, you will be able to increase your total amount of auction listings by one.
I have a few ideas on how to 'politely' get out deserved feedback. But I am interested in others opinions as to how we may be able to improve on the loss of deserved positive feedback. Mostly by persons who are nice, until they receive their item(s), and then are gone as if they never dealt with you at all? Time is precious to most people now days, and understandably so. But I also feel poor manners, and just plane rudness are involved by some persons.
How do you approach, or deal with these types? You don't want to offend the majority of thoughtful buyers, so what do you do? Do you rate them, and hope to get a return to your post to their file? Do you hold out and say "I'll rate you, after I receive your rating"? Do you rate them, and if they don't give you a 'positive', change your rating to an 'average', to take the positive back? Any ideas or thoughts?
posted on August 30, 2000 01:46:53 PM new
Hi--my favorite reminder for feedback for something I bought recently---they neatly printed in red magic marker on the box--"PLEASE LEAVE ME FEEDBACK!" Thought it was a cute idea.
BTW, have 960 something listings I can still utilize until tomorrow. Don't think I'll hit my limit
Oops--edited to add--as with all online transactions, I as the seller rate the buyer after they leave me feedback. Not kosher--but it works for me.
[ edited by jeanyu on Aug 30, 2000 01:49 PM ]
I package my items sometimes with Wal-Mart bags, my wife collects, (the thin plastic ones). They make good packing material, and are light weight, so don't add to mailing cost. I usually use two or three, with the item also wrapped in tissue paper inside of them all. Each bag put inside the other. I put the 'smilley' face looking at you when you open the package. Lots of people get a kick out of that thoughtfulness, and make sure to rate me also, as a result.
posted on August 30, 2000 02:17:18 PM new
Please don't tell customers you will only rate them after they rate you. This could easily be construed as feedback extortion. Also, it has the potential to offend your customer.
Once a seller emailed me asking for positive feedback on a 3-week old transaction. I am usually prompt about leaving feedback so I looked up the transaction to see which one it was. It turned out to be one where the seller had taken over a week to ship my item that had been paid with by postal money order, and had overcharged me for shipping. I had considered leaving her a neutral, but had just let it slide- to me no feedback is the equivalent of a neutral anyway. I wrote her back telling her that I thought her email was in very poor taste and asked her if she really wanted the neutral feedback I would have left had I posted feedback about her. Turns out she didn't want my feedback after all. Gee, what a shock.
If you ask me, it's usually smarter to let sleeping dogs lie. No matter how perfect your service & merchandise are there are bound to be people who will be less than 100% enthusiastic. Maybe they will be upset that their book took 2 weeks to arrive, even though they requested book rate shipping. This is not your fault, but at the same time you will most likely annoy such a customer if you ask for feedback they did not want to give. Be glad they didn't leave you an underserved neg, & don't go pestering them for a positive.
Anyway, to me the point of internet auctions is to sell items. If you are worried about your auction limits there are other ways to go about building them- get a second ID, make lots of sales, etc.
This is my 2¢ worth. I'm sure others will have different views, but that is how I see it.
posted on August 30, 2000 02:44:09 PM new
"Be glad they didn't leave you an underserved neg, & don't go pestering them for a positive."
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"Deserved" and "improve" being the key words. I never said I would only rate customers after they rate me. Or "pester" them. Some do, I don't. I asked what "Do you - -". Trying to get some opinions on how different persons attempt to receive feedback.
I said: "I am interested in others opinions as to how we may be able to improve on the loss of deserved positive feedback." The key word here is "improved" on deserved feedback. Not being demanding, or blackmailing, or anything like that. That should not be a necessary comment to state, but apparently, it is. I was asking to hear constructive ideas on how to improve feedback, not destructive. Please understand the topic before being accusatorial of the opening thread.
Thanks for your consideration, in the future, Mint4You
posted on August 30, 2000 02:54:25 PM new
I place a note in every package stating
I hope you enjoy your item. Please leave positive feedback as I have done for you. For your quick reference the item # is _____. Hope you revisit my auctions in the future.
Signed real name followed by user ID
I print this with fancy fonts and flowery clipart. About 80% post FB & I get many repeat buyers.
posted on August 30, 2000 03:13:05 PM new
kasmoon,
That's a great idea. I also send a note, typed and printed real nice, that states something similar. I ask them to "Please let me know the item(s) arrived safely. I will know they arrived by delivery confirmation, but not of the condition they arrived in." I ask them to "Please let me know by e-mail, or by rating this transaction, if you prefer to do it that way." Including, as you said, the auction number, (very important, people forget). This will also improve your odds of receiving a feedback response.
Ideas that help improve on feedback 'before' the transaction is completed, are more able to get a response than after all is completed and done, IMO. It's to late then.
In my EOA notice, I put links to the auctions won at the top of the EOA. It makes it easy for buyers to recheck for dates, and payment methods. I also ask them to hold on to this EOA e-mail for reference, and rating the transaction after completion, should they desire to do so. Most will.
Thanks kasmoon, for your constructive response and input.
[ edited by mint4you on Aug 30, 2000 04:38 PM ]
posted on August 30, 2000 03:30:44 PM new
Good luck asking for rateing I been on yahoo and have sold hundereds of items and I have only been rated 25 times.
its my feeling that the incress in feed back will not effect your incress in listings the many worry will be in negative feed back reduceing you abilty to sell.
I beleave any sale that dont get you a neg will incress you listing by 1
I beleave with this system the key to getting more invetory on the auction will be to no use the auto relist for item if you get no interest or bids leave that item out put something new up for a week.
I think this is yahoos plan any how since there service is free many people will just relist items endlessly and yahoos inventory gets stal fast I myself have been guilty of this I started on yahoo in 98 and when I look through catogoryI see still items that have been there the whole time since 98.
this 1000 Item monthly limit is gona do a few things help small sellers be more visable, refreash there over all inventory more often and wake buyers up if you dont bid while its up you might not see it again till next month
posted on August 30, 2000 04:08:10 PM new
For a long time, I had debated on the best way to give a "gentle" reminder about feedback. I came up with a solution that works for me. I use my print shop to make a "business card" size note, with 10 on a sheet. On it it has a note saying thank you for bidding on my auction. I do appreciate your business. Your feedback would be appreciated after you receive this. I then have my user name, my email address and my real address on it. The latter works in case something happens and at least there is an address taped to the item. I have a copy machine, so just make copies of the master sheet ( one for ebay, one for yahoo) in different colors, cut and tape it to the package. I also send a short note when I ship, to let them know their item is on the way, and I'm leaving their feedback. Theirs would be appreciated. It doesn't always work, but on yahoo, I'm a 122, and rising, on Ebay, 405, and counting to my purple start soon .
[ edited by carolann56 on Aug 30, 2000 04:10 PM ]
posted on August 30, 2000 05:10:59 PM new
carolann56,
I think that is a very good idea also. 'Thank You' notes are always appreciated. And the care you take in the way you make it up, surely sparks a reply to your niceness. To me, when you get something with no note, or anything, but the item enclosed. Is not a very nice way to do business, IMO. As a seller, I don't care for getting the payment with no explanation as to what it is for either.
The thing is, I feel, we all need, (sellers and buyers), to be more thoughtful of how we deal with each other. The feedback will follow naturally with most people, if all sides enjoyed the exchange. There are some, no matter how hard one side tries, will never leave feedback. But, sometimes there are reasons you may not have thought of at the time.
I recently sold an item to a gentleman that had a feedbnack of 21, no negs. I treated him like I do all of my customers, very well and respectful. I e-mailed him when the USPS tried to deliver his item, but no one was there. When I mailed him that delivery was attempted, he was very appreciative, as they left no notice, (this is why I do this). He remarked when he received the item "You were so nice, I would leave feedback for you if I knew how". He had, as I said, a 21 positive file. I checked all of the sellers he bought from, and, he never rated one. He didn't know how. Most people do not read the winners notice from Yahoo!, as they are only interested in what pertains to getting the item, that's all. When the auction closes, they don't know how to find it anymore. I e-mailed him back, and told him two different easy ways to do it. He had already deleted the "You have been rated" notice from Yahoo!, when I rated him. The easiest, of course, was resending a link to the auction. The other was logging in and going to his "won" file, (he didn't even now that existed). Many persons never know all of the features on any given site. You can't take this for granted.
He asked if I knew how he could rate the other sellers, as he was happy with all, and I told him how. He rated them all. And was so glad someone explained it to him. If a person seems very nice, and the transaction was great, this is also a possibility. How to approach the subject takes care, as you don't want to embarrass, or upset anyone. It is a common reason for not getting feedback, some never think of, when not receiving a response to the one they posted.
Also, another thing I do. Is attach a link to the item won, not only on my EOA notice. But also the one I send with my "Payment has been received" notice. Which includes the shipping date of the item(s). Some buyers win many auctions, on many sites, it never hurts to refresh their memory as to what item this is about. A lot of sellers do not let the winners know they have gotten their payment? Why, I don't understand? This also sets a poor mood on the buyer. I treat my buyers like I would appreciate being treated. Who doesn't want to know if their money has been received? I want my buyers to be well informed, at all times.
posted on August 30, 2000 07:08:11 PM new
I have a 3-point plan to get my feedback. I rate the buyer as soon as I am paid. In my EOA notice, email confirming the shipment of the item and on the invoice I put "please leave feedback so that I know you have gotten this item. Feedback is an important part of the transaction. You relied on my feedback left by others to make your purchase. Please be considerate to me and those coming after you to contribute to the auction process by leaving yours. I have already left feedback for you."
I have a contest with instant prizes given out regularly and a color printer awarded every 3 months. If I have still not gotten feedback a few weeks after the auction, I email my bidders, "You current have 3 entries in our contest for a color printer. However, these entries will not be put into the drawing until you complete the transaction by leaving feedback."
Since starting this about 8 months ago, I get about 90% leaving feedback.
posted on August 31, 2000 08:12:20 AM new
As a Seller, and running a number of auctions, we can't play games, so we simply send feedback automatically when payment is made. We do all our customer e-mails via Auction Tamer, but our letters in AT have been dramatically modified to reflect the way we do business.
When the buyer is notified that feedback has been send, a reminder to please leave feedback for us when they receive their item is within the letter that we have sent feedback.
When the item is shipped we enclose a promo sheet on our Web Site, and another sheet which thanks them for their patronage, and reminds them how important feedback is, and gives them the auction number, etc. and again requests feedback when the item is received.
We also enclose a lagniappe with all items, which most customers find a wonderful surprise. It costs us little but means a great deal to customers.
I got the idea for the lagniappe, from a major wholesaler I deal with who ALWAYS sends a small gift with our orders. Certainly, it isn't something I always want or need, but it is the thought that counts, and our customers seem to feel that way also.
For those not from the South - "Laginapple" simply means a "bonus" or "something extra."
posted on September 1, 2000 08:07:15 AM new
Well, this thread is winding down, and the subject has been well covered. Since I started it, I will maybe end it with my final post. Unless, of course, there are more responses from others. Any responding to this post, as it may ruffle some feathers, will not be answered. Everyone is entitled to their opinion. I will lay mine out here, rather frankly. If you don't agree. No need to complain or whine, just live with it. This is my opinion, I am not trying to convert anyone to my way of looking at it.
Here are my final thoughts on feedback. I no longer post feedback after receiving payment. After all, the transaction is not completed yet, only about 25%. The seller has the most to do, and contribute, to completing the transaction. Sending the payment is simple, for most. Posting the auction, packaging, accurate descriptions, quick mailing, are just a few of the sellers responsibilities.
Why should the seller immediately post feedback for simply paying? That's very easy to do. After all, the transaction is not complete. When the buyer negs you for some unfounded reason, you look rather suspicious by changing your 'excellent' to a 'poor', or 'bad'. This does happen, not frequently, but it does.
I now send with my items with a note , which includes this paragraph: "Please let me know you received your purchase(s) by e-mail, or by rating this transaction, should you prefer to do so. I will respond in kind, if that is your preference. I will know your purchase arrived by the delivery confirmation, but not the condition upon arrival. I am always concerned about arrival conditon, and that you were happy with this purchase". Most of the time, 90%, I will get feedback, and immediately post back.
The above paragraph gives buyers the option not to post, if they don't want to. Also, they know if they don't, they don't receive either. An auction transaction INCLUDES feedback as PART of the transaction. It is NOT a tip. It is your record of activity for others to decide if they want to deal with you. I consider it a requirement of both parties. It's not a purchase at a large department store, or comparable to all of the other purchase examples people give, to avoid posting feedback.
Most importantly, whatever happened to being respectful to others anyway? What's wrong with posting a "Job well done" rating? It only takes a minute of your time. Are we so self involved that once we have what we want, we don't care about saying 'Thank you' for being nice, by rating the transaction we had with another individual? It's just like the words 'thank you', 'please', and 'you're welcome' have become extinct. Some cashiers don't even say anything now, they just take your money. I got tired of hearing 'Have a nice day', but that's much better than silence isn't it?
Not giving feedback, is the same as ignoring the other party once you have gotten what 'you' want. It is, IMO, rude and ill mannered to be so self centered. All auctions state in their instructions about posting feedback, and the necessity of it for all parties. If you feel you do not want to post, then you are NOT completing the transaction. Therefore, you do not deserve to get any either. There should not have to be a bribe to get you to do it. A gift, a prize, or anything else. If you can't be adult, and do what is considered part of the transaction, then you need to change your outlook toward others in general. You have become one of the silent, self centered majority, that takes and never gives.
posted on September 1, 2000 08:24:30 AM new
IMO, the buyer has completed their end of the sale when they pay you. I leave excellent FB when they have paid in a timely manner. In my EOA e-mail, I ask them to contact me immediately if they are not satisfied with their purchase.
I see it this way...if I were running a brick and mortar shop, I'm going to thank the customer when they pay me. I'm not going to ask them to thank me first! They're paying my bills, that's thanks enough!
posted on September 1, 2000 08:35:08 AM new
and the #1 way to get feed back you Deserve let it com naturally.
I mean after all when someone come a wins your item it because they found something they just couldnt resist I know this because many write to tell me so.
do I always get feed back NO maybe its because after they got it it was a great item but didnt seem as resistable in person and it there way of not leaveing a average cause there excitement had waned a week after the purchase maybe its cause they were so excited to get the item they didnt get time.
WWW.dman-n-company.com
posted on September 1, 2000 11:54:39 AM new
yankeejoe,
"I see it this way...if I were running a brick and mortar shop, I'm going to thank the customer when they pay me."
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This is not a "brick and mortar" shop, it is auctions. Another example of something that has absolutely nothing to do with auctions, period. There can be no comparison made between the two.
"and the #1 way to get feed back you Deserve let it com naturally.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
The problem is, "naturally" now, is just plain disrespect of the other party. A lack of appreciation for someone who has gone out of their way to make you pleased. How they feel, after their excitement has "wanned", is not your fault. Again I say, "If you can't act like an adult", don't be like a little pouting child, who didn't get the toy they expected. It still all boils down to manners and politeness. When you are treated with a great deal of respect, the other person deserves, at minimum, a kind word in return. Are we all becoming so selfish, #1, is the only number in this equation?
posted on September 1, 2000 11:58:36 AM new
Customer service has a place in both auctions and "b & m". They aren't that dissimilar. To think that the buyer "must" leave you feedback is a stretch. They have completed their part of the transaction when they pay you promptly and within the terms of your TOS. If they feel you have provided them customer service that warrants good feedback, they'll go through the trouble of leaving it. The fact that they don't leave you feedback should not have any bearing on the feedback you leave.
posted on September 1, 2000 12:03:50 PM new
"If they feel you have provided them customer service that warrants good feedback, they'll go through the trouble of leaving it."
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
If that were true, we wouldn't be discussing this thread.
posted on September 1, 2000 12:04:46 PM new
Gee, let me think..no. They have word of mouth. If someone looks at your feedback file and sees an unusually high amount of negatives compared to positives, they might be concerned. If I have 50 pos and 1 neg, nobody will show much concern. Nor will they if I have 45 pos and 1 neg. You build repeat business and new people will keep coming as long as your feedback file doesn't turn them off.
posted on September 1, 2000 12:24:58 PM new
I don't have a problem with negs, thanks. My rating is 166 positives, 2 negs. So, riding that horse goes no where.
It seems people, when not being able to respond with constructive suggestions, look to tear down the others reputation. It's the same on all boards. Hence, the lack of helpful suggestions to better the topic at hand. Mostly, finger pointing and unfounded accusations.
Apparently some of those uncaring, self centered individauls, are also posting on this thread. If you can't see the need to treat each other with respect, even on here, then there is no hope in improving feedback, in any case. People can pay, sellers can mail, and never act like a human is on the other end, and that is okay? How sad for us all as human beings.
posted on September 1, 2000 12:33:42 PM new
I'm not trying to tear you down, I'm trying to understand why it's so important to receive feedback 100% of the time. It's obvious with that kind of feedback that getting 100% feedback response just isn't going to matter. You're obviously doing a fine job. Unless your hitting your monthly max now thanks to the "rewards" program, why sweat it?
posted on September 1, 2000 01:54:48 PM new
yankeejoe,
I didn't mean to cut anyone down either. I brought up the subject to give some help to those who may be experiancing a problem with feedback. I do care if others are having a problem. My being fine, in this area, does not mean I don't care about others.
posted on September 1, 2000 01:58:01 PM new
Mint4You, one thing we agree on is that Yahoo has certainly made it more important. I am struggling with this "reward" myself. Have a nice weekend.
posted on September 1, 2000 04:09:07 PM newMint4you,
I think that a seller withholding feedback for a buyer until the buyer posts it FIRST gives the wrong impression, so here I have to disagree with you.
Now yisgood, entering buyers in his contest AFTER they leave feedback for him has figured out a way to do it without necessarily offending them....but how many of us can afford to give away a large item every three months (or have a "generic" item that everyone would even want)???
I leave GLOWING feedback when I'm paid and ship a package, not only because the buyer notices the feedback before his purchase even arrives and it puts him in a positive frame of mind, but because it's just easier for me. The entire transaction is entirely finished at once on my end (unless the package is lost or damaged), and I can move on to other things. Some buyers email me when their purchases arrive and I thank them for letting me know, and for leaving feedback for me, but I don't ASK buyers to let me know when packages arrive and I don't ASK them for feedback. I don't believe buyers OWE ME NOTICE that they got their goods OR that they're happy with their purchases, and I don't feel I have any RIGHT to DEMAND feedback.
To me, it's the seller's OBLIGATION to post feedback if the buyer pays according to my terms....but it's the buyer's COURTESY to post feedback if he's happy with the transaction.
How can you know all that all those buyers who don't leave feedback for sellers would leave POSITIVE feedback if they were somehow coerced by Yahoo into posting it?????? After all, NO feedback is better than NEUTRAL feedback with lackluster comments attached, isn't it???????
That said, I see nothing wrong with telling your buyer you'd APPRECIATE feedback if he's happy with his purchase from you and is so inclined to leave it. In light of Yahoo's new policy of rewarding sellers for each positive feedback received, it just might be the wise thing to do now.
posted on September 1, 2000 11:36:08 PM new
I have posted a message in the Customize Winning Emails option at Yahoo Auctions kindly asking for proper feedback once item is received and reviewed. I hope it works. I have about 50 items I have not had any feedback on.
Also what about the people who leave negative feedback that is absolutely not true. It's not alot but it affects me as a seller, especially when people read my ratings. I had one lady judge me based on what she read on my negative feedback. I don't think Yahoo is going to do anything about that.
posted on September 1, 2000 11:55:28 PM new
I agree with Granee almost 100%. You should leave the buyer feedback as soon as you are paid. The faster they pay the more glowing the feedback.
Where I'm differ is that I tell people that it's important to me that they're happy with thier item. I then ask them to let me know when thier item arrives, and that the best way to let a seller know is by thier positive feedback if they're happy. Or, an email to give me a chance to make it right if they're not. (I try to be polite with it.)
What bothers me is there's been at least one buyer that has told me they tried to leave feedback but Yahoo won't let them due to password problems.
