When I began Ebaying years ago, I was immediately struck by some of the negativity and incredible presumptuousness (not to mention the nastiness) that I saw in ads allegedly designed to sell items.  Sadly, even with all the assistance available in how to write ads, it still continues today.  We truly have every opportunity to do better for ourselves and our customers and better benefit our eBay presence -- some simply choose to be negative, demanding and nasty.  A REALLY BAD CALL.

I also see nastiness all over the blogs, ruining it for new folks trying to learn their way around eBay or those trying to enjoy the community feel that is possible here.  Negativity, wherever it appears, is wholly unecessary and counter to any sellers intentions, if you think about it.  Whether the author of negativity knows it or not, it is a reflection on THEM as a seller and a community member.  Yes, it is the purveyor of the nastiness who gets the focus -- no matter who the intended target of it is or was. 

Some of what I see is pretty intimidating and a real shame considering how it probably affects our newest members (a most important addition to a site designed to sell things...!)  Although not easily intimidated, no matter how much I want the item, when I see threats and nastiness, I just move on without buying.  So, I must assume other sensible souls do too.  I frequently see threats, as well as curt and demanding language toward potential buyers.  I also continue to see nasty annecdotes concerning a past buyers infractions against a seller (not in a blog but in an ad that is supposed to be designed to sell things!!)  In each case, my Mom's voice echos in my head...."If you can't say something nice -- keep quiet."

Just as in a shopping experience at the local mall, the process of looking and buying on Ebay should always be light and fun (even theraputic to some while eBay makes it possible to avoid the high credit card bills that go along with trips to the local mall!) 

So, if the information in your ad does not qualify as "light and fun," find another, more positive way to say it -- or leave it out.  We all have shopping alternatives - why not make eBay the BEST place to shop?  As any sensible storekeeper (online or otherwise), we should want to keep our customers shopping within our own community.  We offer so much more than the local mall in recycling things to save the earth and having a second, less expensive shopping source available to better help us make ends meet.  Be assured that being negative on eBay is never the best idea!  A negative atmosphere anywhere on Ebay creates both negative feelings about shopping Ebay as a community, and specifically about the sellers who do it. 

The simple choices we make in writing our ads (upbeat or brow-beating), or our blog (uplifting and informing or nasty and attacking) give signs about who the writers are as people.  What does your writing style say about you?  How we answer a potential buyers email questions can translate to sales, returning buyers and great feedback, or no sales, no returning customers and poor feedback.  Which are you looking for?

Here are some lessons from a seasoned Ebayer about keeping it positive and giving your customers the best shopping experience possible (to keep them coming back to you and the eBay community).

1.  Terms and conditions are necessary -- how we express the terms and conditions is purely the sellers choice -- choose nice!  For instance:  BAD:  "Payment is due in three days!!" or "If you won't pay -- don't bid!!" -- as opposed to:  GOOD:  "Payment is requested within three days.  If you have extenuating circumstances or wish to wait to combine ship, please let me know."  Ebay makes it clear that bidding and winning is a contract.  If a customer does not pay, in truth, there is little you can do about it.  So negativity or a threat about not paying in your ad is counter productive. 

2.  Know the difference between a request and a demand.  Recognize that people have the option to shop anywhere on Ebay -- or indeed, anywhere on earth.  They are likely to stay away from ads full of demanding language, negativity and (worst of all) vitriol.

3.  Keep your return policies upbeat and clear (the Ebay template helps).  Leave out the retelling of the last horrible bad customer experience you had (i.e. don't recount the tale of the buyer who shipped his broken item back for the pristine one you sent him and then demanded his money back.)  There are mechanisms on eBay for for dealing with that stuff, and other places in Ebay to share the lesson (write a guide for sellers or a warning blog).  It is best to ALWAYS take the high road in ads, keeping that type of information out of your sales ads.

3.  DO Communicate:  Tell the truth.  Tell what you know about the item and admit what you don't know, when relevant.  If you inherited it -- say so and admit when your knowledge is limited.  Keeping it honest is important.  Let the buyer make decisions about buying and bidding based on the truth as you know it.  It takes more time to do a good (and honest) listing.  However, as an investment for future sales and in satisfied customers (and great feedback), the time you spend writing an accurate ad results in far less buyer diappointment (and hassle).  Always keep it nice and upbeat.

4.  Answer the questions people ask -- and be nice!  In my early Ebay days, I was shocked at how rude some sellers were in response to simple (and very legitimate) questions.  If you agree to answer questions, keep that promise.  Be advised that some buyers will often ask a question just to try to get some sense of a sellers responsiveness before they buy from them.  Who can blame them?  So, make sure you treat your potential customers well.  If you are truly annoyed about being asked the same question over and over, put the question and your answer in your Frequently Asked Questions (FAQ) area or save it as a piece of copy in a file.  Then copy and paste it into the text box and hit send when you get that question over and over.  Another option is to add the question and answer to your ad template. 

5.  If you agree to entertain offers on your items and get a low one -- there are nice ways to say - "No thanks."  Snapping at strangers in person demonstrates bad manners -- and so it is in writing too.  If the offer doesn't cover listing fees then say so -- politely -- then make a good counteroffer just in case.  If you are having a bad day, wait until you can be civil before answering the email.  Attitude is important.  Do remember that, even if you do not accept the potential buyers Best Offer or cannot comply with their request, -- you can and should be nice about it.  Being nice means (at best) they might buy the item anyway or at worst, they may want to deal with you again sometime in the future.  Killing your customer base is never good for business.  Poor communication skills and/or an unwillingness to communicate are two things that do kill your customer base.

6.  Feedback:  Never make negative feedback (or your replies to negative feedback), rude, personal or accusatory.  Those who do so demonstrate impulsive, childish, and rude behavior that reflects poorly on the author and, ultimately, achieves nothing.  If you retaliate to childish or rude feedback in a similar manner or tone, you reduce yourself to the same low standard -- and for all to see on the Feedback Forum (and buyers DO look).  Worst of all -- your potential customers see it and draw inferences about YOU from it. 

In the case of bad behaviour in a public forum, your mean attitude and petty behavior will serve as a great reason for customers to avoid buying from you.  So, don't go there!  Never dignify an attack with another attack.  Take Ebay's advice -- stick to the facts of the transaction and leave it at that.  Everyone knows that some folks can be difficult -- no need to join the difficult ones in their misery and negativity -- we have better things to do!  The Best way to deal with the difficult customer is to meet your obligations and then quietly block them from your future sales! (See Buyer Resources (left side of main page),  Blocking and Pre-Approving Bidders and Buyers)

7.  How to keep it positive??  When you are listing, remember your most fun shopping experiences on Ebay -- the excitement of finding something you always wanted but could never afford.....  Reflect upon what made the transactions fun, exciting and fulfilling.  Then incorporate what it takes into your approach to selling.  Follow up your sales with a great customer care routine (see my guide on that subject).  Most of all, be nice!  It is better for your health and soul and we all appreciate the customer base you help to maintain and support for the entire seller community!

Thanks for visiting my guide to keeping it positive.  Developing and using good seller practices and customer care techniques will make you a popular seller and valued community member on eBay.  You will enjoy your work on eBay too.  Best of all, your customers will appreciate it too! 

Please Drop by my store "The Write Place" where YOU name the prices you pay everyday and my Auctions (Pepper120851) on Ebay where you will find great prices for quality clothing every day!

Happy Ebaying!  Pepper120851