Ensure a Repeat Buyer with a Little Something Extra
With all the millions of buyers and sellers on eBay it is
utterly important to obtain a customer base that repeatedly
looks to you when they venture into eBay. But how can you
achieve this successfully? Believe it or not, it took a lot of
banging my head against the wall figuring out just what worked.
It is surprisingly simple, but then again we are talking about
me here:). There are many different ways to obtain a customer
base, but I'd like to share the 2 I find most successful.
Customer Shipment Notification: Communication!
Communication! Communication! I get so frustrated with sellers
that don't communicate with me after I win an auction. I always
want to know when they are going to ship my package and it
drives me nuts when I can't get an answer. Never do I return to
a seller that doesn't communicate, even if the product was
excellent. I will find a seller that offers me both.
Communication doesn't have to include many lengthy emails, in
fact I only use one that sums up our entire transaction. Of
course you should take some time to write up your own, but I am
going to share mine as a guideline.
Hi (customer name), I just wanted to let you know that your
purchase has been shipped on (date) at (time). I do my very best
to inspect all of my items thoroughly and describe them as
accurately as possible. However, I am human. PLEASE, if anything
is wrong let me know so I can correct the situation. I want all
of my customers to know that our transaction is NEVER over until
you are completely satisfied. Thank you so much for your
business. I know you will be pleased! Sincerely, (XXX)
Now how often do you receive an email like that? I know I RARELY
do. When I do it WOWS me. I feel like that seller really cares
about me and wants my product to be absolutely what I expect it
to be.
Obviously you have to be ready to back up your words if a
situation arises. I personally stand behind that paragraph 100%
and any of my buyers would tell you the same.
That email also gives me a little protection if I fail to meet a
customer's expectations. The customer knows all they have to do
is contact me and I will take care of them. When they come to me
and I stand behind my word, do you know what happens? I get
positive feedback. It is very important to protect your
feedback. Obviously there are nasty people out there that will
do anything to spite you, but overall the technique is very
successful and I guarantee most will save you in their favorites
list.
A Little Something Special: Now that you have your
customer service nailed down and ahead of the crowd, why not
take it a step further? Really stick out amongst the crowd.
I can't tell you how many positive responses I have gotten from
customers that open up their packages to find a "little
something extra" inside. What you decide to include is
absolutely up to you, but here are a few different tricks I use.
A hair accessory, pair of socks, or a small piece of "play"
jewelry for a child's outfit. You can pick up very inexpensive
"extras" at Big Lots, Dollar General, online or even on eBay in
bulk. The moms and kids are tickled with the extra gift and how
many actually expect it? I've never received anything extra from
an auction I've won.
A coupon for free shipping or an additional 10% off of a future
purchase. Everyone loves a discount & I assure you repeat buyers
will flock back if they are offered one.
Surprise them with free shipping on a purchase and include a
card stating, "Thank you for your purchase, the shipping is on
me this time.", with a shipping refund inside. I do this
randomly from time-to-time for customers and I have seen LOTS of
repeats because of it.
I encourage you to try this out and don't offer it as a perk in
your auctions. Don't advertise "free bonus" or anything like
that. Surprise your customer. It makes them feel extra special
in the crowd.