I took a quick scroll through my most recent feedback last night. This is something I do whenever I've had a tough day, or when I need a bit of uplifting (AKA ego-stroking). Why? Because I always get good feedback! And I just love reading through all the comments that buyers leave like "wish every trade could be like this!" and "will definitely buy from you again" (actually, those ones are always my favorites!). These lovely comments always give me a heart-warming feeling, and remind me to keep working hard to provide exceptional customer service.
So, because I like sharing with you guys so much (I'm a middle child - never had a choice), here are my top 4 tips on achieving and maintaining a perfect feedback score.
1. Feedback 101: Get familiar with how eBay feedback works. The first thing you should know is that eBay requires buyers to rate you in four areas: item as described, communication, shipping time, and shipping and handling charges. Buyers will rate you individually on each of these factors, so to achieve positive feedback, you need to excel at each of them.
2. Buy from PowerSellers/Top Rated sellers every once and a while. I do this whenever I need to refresh my perspective on customer service, or get some new ideas on what to include in my emails to buyers. Top sellers always have flawless feedback, so why not learn from the masters?
3. Communicate at every stage of the buying process. Many buyers feel anxious from the minute their money leaves their PayPal account or credit card, to the minute they receive their package. They are always ever-so-grateful when you can help eliminate their anxiety by keeping them up to date with the transaction: Email your buyer when you receive their payment and when you have shipped their item - and don't forget to tell them their tracking number so they can keep tabs themselves!
Hot Time Saver Tip: Keep a couple of email templates handy that you can quickly customize for each buyer. For example, you could have one which informs your buyer that their item has been sent and gives them their tracking number. You could have the main body of the email written up, and simply enter their name, the item they bought from you and their tracking number to customize the email for them.
4. Work overtime to resolve issues with buyers. Yes, sometimes you do have to give in to diva demands, or to buyers who were expecting a top-shelf quality item that they paid $7 for, but they way I look at it, maintaining a good feedback score is an investment in your business.
I've read about eBay sellers selling their accounts with high feedback scores for top dollars, and while that is definitely not something I would encourage (and more importantly, it is forbidden by eBay), it really highlights the fact that an account with good feedback is highly valuable. And that's simply because you will sell more items, and get more bids when you have a solid feedback score!
What unexpected lengths do you go to to make sure your customers are satisfied?
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