The eBay Customer Experience

 

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Take a moment and think about a time when you had a great customer experience in a store.  How did it make you feel?  Did it make you want to buy the item from that sales person?  Of course, we have all had these types of experiences, but we have also had the opposite.  One bad experience at a restaurant can make a person never eat there again.  Customers feel the same way when it comes to eBay.  They are looking for the great customer experience that they would get from a big box store.  Some may have been burned in the past and are giving eBay one more chance, and it’s up to you to change their negative perception, and it all starts with your customer service.

According to eBay, 45% of eBay customers would buy from the same seller again if they had a good customer experience.  That’s a significant number, so how can we WOW the customer?  Below are a few ideas that I currently use to get my repeat customers:

  1. Be Available: Customers have questions, and they expect that they are answered promptly.  What is a timely manner you ask?  10 minutes.  10 minutes is all it takes for your customer to ask a question, start looking at other like items on eBay and buy something else.  You can’t be available 24/7, but you can be available 15/7.  During your waking hours, I recommend that you carry a smartphone around with you at all times.  Download the eBay mobile app, and when a customer asks a question, you will be notified immediately.  It’s not like you will be answering questions all day long, and if you are, then there is a problem with your listing description.
  2. Show Gratitude:  We all know that customers have options, so when they buy an item from you, be thankful.  You can show that you are grateful in many ways, and I’ve mentioned several of them before.  Just to reiterate a few – You can set up an auto email to be sent to the customer as soon as the payment clears.  Your note should express how happy you are that they bought from you, and make sure you say, “Thank You.”  Secondly, you should send a thank you note in your package.  It’s cheap, fast, and has a huge impact!  Lastly, you can also add something fun in the package that they might not expect.  For example, you can send a small fun sized pack of skittles (they don’t melt) to show how thankful you are.  All of these make a huge difference and can set you apart from the rest of the sellers on eBay.
  3. Follow-Up: Following up with the customer can be one of the best ways to make sure they are a repeat buyer.  Wait a week after the sale and contact them through eBay messages.  All you need to do is let them know that you want to make sure that everything went well with their purchase, and invite them to take a look at your other items.  That’s it!  It’s simple, but asking them to take a look at your other items is a “Call To Action,” and prompts the customer to do something that they might not have done.

These three tips work for me.  They bring in more repeat business because the customer knows the level of service I am willing to provide to keep them as a customer.  They probably have never experienced this level of customer service from an eBay seller before, and they add me to their favorite seller list.  I even get thank you messages all the time!  Are you already doing this?  If so, how do your customers react?

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