The most successful companies in the world build reputations not on what they do right with their customers, but how they handle it when things go wrong. These same companies continue to grow by providing simple value-added services. Sellers should always remember that it is the small things that keep customers coming back...or send them away for good.

Avid eBayers and other small business owners are often disheartened that they can't compete with the big boys. The fact is, the big boys are losing sleep over trying to compete with them. Years ago, small retailers looked to exploit any angle that made them look big. In the current market however, the largest retailers in the country and scrambling to measure up to the customer service and value-added extras that only the little guys can afford to provide. As a seller, there are a number of simple things you can do to boost business. The basic principle is to understand your customers' needs and figure out how to meet those needs. This will encourage positive feedback and repeat business.

1. Provide Detailed Listings - Including Shipping and Return Information

The more detailed information you provide about your product, the easier it is for buyers to get it in their hands, and the added security of a specific return policy - the more likely customers are to bid on your auction over your competitors.

• Listings should include all relevant information, both positive and negative. One of the biggest mistakes sellers can make hiding or omitting information. This only opens the door to problems down the road when the seller is unhappy with the quality of the purchase. Providing complete information upfront will eliminate misunderstandings later and reduce the volume of questions you will likely receive from potential bidders.
  
• Include actual product photos. I have noticed a trend toward using stock photography, meaning photos provided by the manufacturer and usually shown on retail websites. Using real photos of your item provides potential buyers with a true picture, literally, of what they are bidding on.
  
• Shipping is often where the game is won or lost. eBay offers a wonderful listing tool that will automatically calculate shipping to any zip code the potential buyer enters on your lsiting. I highly recommend it. If you plan on offering a flat rate, make sure that you state it clearly in the listing. Otherwise, if the actual postage is less than the buyer paid for shipping, you might have an unhappy customer. And of course, always take care to package items well - it's worth the extra consideration.
  
• Buyers feel more confident purchasing from sellers that offer a fair return policy. Would you shop at a store that did not accept returns under any circumstances? If you are an honest seller and disclose all the details in your listing, chances are you won't have to deal with returns. However, stating a policy upfront in the listing is a small service that will go a long way with your customers.

2. Answer Questions

Inevitably, a potential buyer is going to have a question (or two or three) that you did not anticipate when you crafted your highly detailed eBay listing. But have no fear, because will encourage questions with a friendly reminder at the end of your listing stating that potential bidders are welcome to email you for more information.

• Check your email and eBay messages frequently during the course of your auction. Reply to all inquiries as quickly as possivle to show potential bidders that you are motivated, reputable, and friendly. Remember, little things matter. So always thank potential bidders for their interest, encourage additional questions, and wish them good luck.
  
• Let potential bidders know if you are going to be away from your email for a period of time during the auction. Many email programs have auto reply functions that allow you to customize a reply stating when you will be available to return the message. You can also use eBay's auction update function to include this information on the listing itself.

3. Provide Value - Added Services

I cannot stress enough how much customers enjoy "extras". There are a number of simple things you can do, at little to no cost, that will make it a pleasure for customers to do business with you.

• Offer gift wrapping. Keep it simple by offering solid color wrap or stock up at the dollar store and custom wrap for various occasssions. Even if you rarely have a customer who requests it, they will certainly take note of this nice added service. You might even surprise your buyers by generically gift wrapping everything you sell!
  
• Offer expedited shipping. Whether your item is time sensitive (like event tickets) or not, you will broaden your market of potential bidders by providing several shipping options. Of course you will charge more where appropriate, but there are many customers who "want it today" and are willing to pay the price.
• Get creative! Offer your buyers a "free gift" with a purchase. If you run an eBay retail business, offer discount coupons with first-time orders. The sky is the limit.
• Be ready to meet your customers' individual needs. Make yourself available for local pick up. Email potential bidders additional item photos. Do whatever you can do, in accordance with eBay rules and regulations, to make the transaction more pleasant for the buyer.

Customer service in the eBay community is all about relationship building and word of mouth. The idea is to go above and beyond what the customer expects. Whether your outstanding service earns you positive feedback or a repeat customer, there is great value in providing a quality experience. As the saying goes, 'Take care of your customers because if you don't, someone else will'.