A streetlight illuminates and Mt. Timpanogas basks in an elegantly captivating winter sunset in the Utah Riverwoods (Above)

This guide is really an adaptation of an entry I posted on my eBay blog , however it seemed more like a guide as I later looked at it, so I moved it here. Six months now since I originally wrote this, and I have seen even more compelling evidence that businesses based upon quality, in addition to building on other sound business principles, are those that succeed in the long-term. I'm also writing this mainly from a buyer's point of view, as I really haven't launched yet, so keep that in mind.  I'm the consumer.

How many businesses that have aimed for the quick money and taken their focus off quality have suffered or fallen by the wayside? On the other hand, I’m sure we all know of at least a few Visionary and Enlightened Businesses who so excelled at quality that they carved their name into the quality niche in their industry, and can practically name their price for their product or service.

Lately I’ve been thinking a lot on what it is that turns a good business into a great business, or in the world of an eBay Buyer/Seller, what turns a good ebusiness into a great one.

There are several principles that are key in making any business succeed, and with eBay it’s no different. At the heart, though, there are two very important principles that are key to the success of any business, whether it be an eBay business or brick-and-mortar, for an eBay Powerseller or a 9-5 Businessman. And it starts at the individual level.

I’m sure many of us can remember when a seller gave us service that seemed above and beyond. I also imagine part of the reason it’s so easy to remember is that you continue to be a return customer.

What was it that made your experience so powerfully positive? My guess is the seller did two critical things-

Number one, they made you feel valued as a customer. This could have been expressed many ways, whether it was faster-than-usual service, wider range of purchase or shipping options. Sometimes it’s just a small gesture or act, maybe unique, which in context made all the difference.

Whatever it was, it captured your attention in the best of ways. These examples, and many more than there are room to list here are examples of great customer service. However, promises and motivation are just the icing on the cake. More is required to take an eBay business from customer service to ‘People Service’.

Number Two is the Key; A great Seller will go the extra mile to meet the implied contract, whereas “good” businesses are focused rather rigidly on meeting the promises made in the ad only, just meeting the required minimums. The problem with this is there’s a disconnect from the big picture, and though it may be a successful sale, and the product is viewed as “good,” for what may be called a fair trade, if the implied contract, or the buyer’s expectations, isn’t satisfied, you haven’t kept a return buyer.

How disappointing is it when you expect one thing, and find out via “the contract,” that you’re not entitled to something you were led to believe you were.

On the other hand, how refreshing it is when a seller fulfills and even exceeds the ‘implied contract’ When the result of your purchase is more impressive than you thought it would be, even for the “Buy it Now,” price that can be a bit higher.

Let me give you an example of what I mean to better illustrate this point-

Some time ago, I was looking for a hard-to-find CD at a reasonable price.  I happened to find a seller who had an inventory from a store who had gone out of business.  I bid on the item, got it, and was impressed with the fact that not only did the seller give me a sale price on the item, it arrived sooner than expected, and in great condition. 

Not only did I love the item, but my daughter fell in love with it too.  I've requested updates in my email ever since, and have been willing to pay a slightly higher price simply to continue receiving the quality of service given.

I won't name the seller here, because this isn't an advertisement, however, if you visit my world page, and look at my favorite sellers, you'll see up near the top where I go first for my music entertainment.

It’s through experiences like these, especially on eBay, I've enjoyed seeing more and more evidences of sellers committed to the principle of ‘providing a service,’ first as opposed to being in it solely for the money.

It’s no surprise that these eBay businesses and sellers are the most successful, and therefore the most profitable. Their focus on the quality of the service and/or products they provide up front is what makes us come back. Because of that, the money is almost (I said ALMOST), secondary, just a natural by-product of that, and they can usually command a higher price for their goods and services because it’s now more valuable to the buyer than whatever price they would pay.

In general, I believe these are the people who never retire-who enjoy working until they die, and are the ones who set the bar for others of us to follow. And I believe it’s the businesses that are founded on and incorporate these two key principles, along with other necessary success principles, that are the longest-lasting, most enduring, and provide the most for the citizens of the communities, states, and nations they serve.

This is the difference, at the core, between a good eBay business and a great one, and a good Seller, and a great one. They always remember that nothing is more valuable to someone than how they are treated as a person, not just as a buyer, and they respect the trust the buyer has placed in them.

There is a part 2 to this, but it isn't really a guide, more of a personal development post, on my eBay blog.  You can go there on my MyWorld page