When I post to teach (usually the case), I post for YOU!  So, please feel free to print the blog or any of my guides and refer to them as you need to.  I do realize they are long, but my object is to share what I know.  And, as you can imagine, time is limited.  I do this because people helped me immensely when I started eBaying and I am huge believer in Karma.  So, I am returning the favor (some folks call it paying it forward). 

If you pass the information on to others, I am fine with that too -- all I ask is proper attribtuion as the author.  Want to post it on your site?  Would love that too if you would also inclide a link to my sales on eBay.  If you learn something new and are happy about it -- do let me know!  It is so rewarding to know I helped!

OK..on to the feedback issue....There is no real “trick” to maintaining an outstanding feedback record.  Like all things worth having (and an outstanding feedback rating is absolutely one of them...), it comes from dedicated, 100% Satisfaction Guaranteed customer service.  In turn, that comes from hard work, thoughtful and honest ads, dedicated negotiation, integrity and resolve. 

Great feedback is critical to your sales.  Although novices are unlikely to check up on you, you can bet the veteran’s will. New or seasoned on eBay, the smart folks will move on if you have marginal or poor feedback profile -- and, frankly, they should.

In a nutshell, the most common problems resulting in negative feedback should never have happened in the first place.  If you have come to eBay to establish a seller account, you should have also made up your mind that you will behave appropriately within the community as you sell.  That is, keep your word to your customers, ship what they buy and dedicate yourself to doing the right thing -- every time.  

You should NEVER knowingly be guilty of any of the poor practices cited below.  The following issues are the most commonly cited reasons that buyers leave negative feedback:

-  Item was not delivered:  If you sell it – ship it.  Things do happen and stuff gets lost -- admit it early and offer money back and a substitute so your customer has a choice and doesn't have to be so disappointed.  It is necessary to have a receipt for your mailing (free through USPS “Click and Ship.”)  Sadly, there are eBayers getting goods free from new sellers by simply reporting that untracked packages never arrived (when they actually did).  So, tracking (free with USPS Priority Mail) is the best tool for keeping everyone honest.  If your customer wants and paid for postal insurance (or you require it and then don't buy it and something happens -- it is on YOU to make it up to the customer completely and take the loss.

-  Item is not as described – tell the truth, period.  No matter what your item (or its condition) there is probably a buyer for it.  So, there is never a need to lie, keyword spam or otherwise break the rules established for selling on eBay.  It is also critical to learn how to write ad lead lines that work for you and the buyer.  Opinions are always subjective and that is difficult but that is why a great return policy is necessary.  You also need great (and accurate) descriptions. This comes with practice and (if you stay around) you will get plenty of that.  Not very good at writing?  Find a seller who does a great job and learn from them or purchase templates for the items you sell!!  There are many guides on eBay to help you put the most searchable information in your titles (lead lines) and ads, while leaving the unnecessary and negative stuff out.  I personally have written several on the subject.

-  Poor packing and shipping resulting in delivery of damaged and/or unusable items.  If it was worth listing and being purchased, it is worth the time and effort to carefully pack and ship the item to your customer.  For fragile items, the “box within a box” method is practically a guarantee of assuring pristine condition of goods when they arrive.  Make sure the item is securely packed in it’s original box (or one similar) and that box is securely packed in another, slightly larger box.  Other non fragile items can often be shipped in TVEC or padded envelopes.  Envelopes go through machinery for sorting and have the potential to get damaged.  I learned the hard way to double up to be sure the items inside arrive without dirt and damage.

-  Excessive shipping or handling costs.  This is a common complaint and one of my own pet peeves.  It is also the place least deserving of negative feedback.  If the shipping and handling fees are quoted up front in the ad (and they should be), it is incumbent upon the customer to accept the fees BEFORE they bid.  It is up to the buyer not to buy from folks who charge outrageous shipping and handling fees.  It should be no surprize that when one complains about it later, they get no sympathy (caveat emptor - buyer beware).  It is much harder to define “excessive” fees when one considers the time involved to pack, wait in line at the post office and/or just the price of gas to move the stuff to the post office...it can be costly.  Obviously, those costs are generally passed on to customers.  So, look carefully at the packing and shipping costs before bidding and avoid sellers who won't combine ship or work with you on cheaper shipping.

-  Slow or poor customer service:  We all know that life has a way of getting in the way when we have critical things to do (like shipping).  However, remember that eBay customers have shopping alternatives (like the local mall).  Lucky for us, they chose eBay and our items.  As a seller, we want them to visit more than once (we need our customer base).  One sure way to keep a customer base is to deliver the goods quickly and in perfect condition.  One way to loose customer base is to delay shipping or, when the package is sent, have no idea if or even when it was delivered or where it is in the process it is (fail to track it).  Our buyers should know when it left our hands and be able to guess or see on online through USPS or UPS (or other carrier)  where it is in the process of getting to them.  What seems a courtesy, is so much more than that.  Promise what you know you can do (2-3 day shipping) then send it faster!  Nothing wins the hearts and minds of customers more than to exceed their expectations!  That is my favorite and most universal customer care tip EXCEED EXPECTATION!

-  Poor communication:  This is such a common complaint and so easily fixed.  Customers are not blobs in the ether of cyber space – they are real people with real human attitudes, beliefs and desires -- just like we feel and think and desire.  One of the most important desires they have is to trust the folks they deal with.  Another important need is to have recourse if they are unhappy.  Therefore, when a customer writes, return the favor.  If they are upset, calm them with the assurance you are in it to make sure they are happy with the deal -- no matter what it takes (then "walk the talk.").  Often, the buyer will err in failing to read the ad completely.  Although we would prefer this doesn't happen, you must deal with the situation because it is YOUR reputation that is at stake.  It is a common mistake and being an unforgiving seller is short sighted and silly.  If someone is really unhappy, no matter what the ad says - take the item back for a full refund.  It is not ideal, but in the long term, saving yourself from getting a negative feedback is always the best course. If you feel the buyer is being unfair or over demanding, make it right and then be sure to block them from future dealings with you.  Whatever it costs you, it is worth it as a lesson learned.  Blocking them also assures that you are finished with the problem ever onward -- then just move on.

The bottom line is this:  If you want exceptional feedback,  consistently keep your customers RELAXED & HAPPY while dealing with you.  To do this is simple, and here are my own rules in a nutshell:

         -  Provide honest, outstanding (and fast) service. 

         -  Use reasonable start prices and shipping charges. 

         -  Pack the items well and always track your packages. 

         -  Write great copy, be honest and describe any issues or flaws.  Make a mnistake?  Own up to it quickly.

         -  To take it to the next level, always inspire trust by offering a no questions asked, 100% money back guarantee -- the customer will be pleased.  If you are good at what you do, the few returns you will deal with in a year are well worth the increased sales through customer trust. 

         -  Make it clear in your ads (and any subsequent correspondence) that, above all, you want a happy customer -- no matter what.  If you don’t know what to do to make it right when someone complains -- ask 'em – I bet they know exactly what will work and they probably won't be shy about telling you.

         -  Communicate ALWAYS; be consistently positive, well mannered and polite in your communication (no matter what the buyer may write or say to you).  Remember the old addage about "never trying to teach a pig to sing..." the pig will not learn to sing no matter how much emotion and effort you put into it, AND trying to teach it only gets you dirty too!  So, never be dragged into arguments and/or drop to the lowest level of poor behaviour along with a customer.  In fact, consider it a personal goal to never allow them to get to you!  It can be a struggle because there are some real pips out there.  Eventually managing your customers well becomes second nature to you.  When you remain in control, all is well because YOU control your eBay experience --not anyone else.

As always, I hope this helps you improve sales and build your business!  If you have time, please drop by my auctions (Pepper120851) for super bargains ever single day.  My Store “The Write Place” is where YOU name the price you pay every day.  Check them out -- you will be very glad you did!

As always, I wish you every success!
Pepper