Set Realistic Expectations for your eBay customers

I believe that the one thing that makes a difference between a good and bad experience for buyers on eBay is the expectation set by the seller. When a buyer makes a purchase on eBay, they have nothing to go on for expectations except what you've told them in your descriptions and their past experiences buying online. And yes, I said 'online', not just eBay. As a seller, you don't know if your customers' past experiences were great and they have set high expectations for you, or whether they have had nothing but bad experiences and you can very easily wow them with a simple 'thank you'. So, being that the only factor that you have control over is what you are telling your customers, you simply must be very clear and realistic when telling your customers what to expect from you.

For example, if you only ship on the weekends, make sure this is stated plainly and clearly for the buyer. If they give you their money on Monday, and don't fully understand your policy, they will be upset that you didn't put their item in the mail until Saturday. Bitch and moan all you want after the fact about your "policy" but in the end it is your DSRs that are on the line. In a case like this, your best bet would be to, not only to have it in your description, but make sure to set up an automated response thanking them for their quick payment and that their item will be shipped out first thing on Saturday morning. This way they know exactly what to expect.

Example #2; If an item is used and is anything less than perfect condition, point out every flaw. Describe it accurately. Do not try to make it sound better than it really is because your customer will be let down when they open the package.

I'm sure I could go on and on here with examples, but it all boils back down to being realistic and clear about what your customers are expecting from you. If you tell them that you are going to give them the world... than you better have a plan to deliver.

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Shameless self promotion:

Items for sale on eBay under user id Shelley-Faye

Items for sale on eBay under user id Love2DressUp

Items for sale on Etsy under user id KitschyAprons

One more for the "what not to do" list, this time from Amazon

I made my very first purchase on Amazon last month on the 12th. I bought a 'How to' book about re-constructing t-shirts. I was super excited for this book and have a stack of T-shirts that I want to work with. When shopping online, eBay is always my first stop but I couldn't find a copy of this particular book from a seller with a reputation that I was comfortable with so, I ventured off the site.
I quickly found the book I was looking for and found it at a reasonable price, so I bought it.
On Thursday, I'm staring at this pile of t-shirts wondering where my book is since it had been 14 business days.
I look up the tracking and it tells me that I shouldn't panic yet because it is still within the "window" of time for delivery. Apparently, 16 business days is the time it should take to deliver a book.
So, I click out and find something else to do. No big deal.
The next day I get an email from the seller I purchased from on Amazon:
"I received your book back to me. The address was slightly wrong. I'm sending it again but this time priority"
Maybe I'm too nit-picky, but shouldn't I have gotten an apology? or at least an admission of making a mistake? "the address was slightly wrong"? What does that mean? My address isn't wrong. The seller made a mistake labeling it.

Please, people, we are all human. We make mistakes. Just like we tell our kids, tell the truth and own up to your mistakes. Say you are sorry if you need to.

Here is the Book I'm still waiting to get. Even though I'm annoyed, I'm still very very excited to get it! :)

Do you blog? If so, you simply MUST offer this

Do you keep a blog? If so, you simply must offer to send your blog to RSS feed readers and offer an email option too. I have been reading blog after blog lately, and I find some that I really enjoy but can never seem to remember to go back there. I am a techie doh-doh-head and can't figure out how to use RSS so if a blogger doesn't offer to send their blog to my email, more than likely I don't make it back very often.
Of course, as with every rule, the exception is twitter. IF I'm following you on twitter, and IF you tweet a link to a new post, more than likely I'll read it, but that is alot of ifs.
When I run across a blog I like, I always bookmark it, but rarely think to go through all my bookmarks and check for new posts. Having it emailed to me keeps me in the loop. Don't you want your readers in the loop?
Even though I don't know how to use an RSS reader, I have set up my blogs to transmit the feed. Make sure you do that too for those who prefer that option.
I'm sure that there are plenty of companies that will deliver your blog posts to subscriber's email addresses, but the one I use is feedburner. I absolutely love it and setting it up couldn't have been easier. (Plus it is free!)
If you notice over there ---> there is a box to sign up with your email address? That is what feedburner does. Once you get set up, every time you post, it will be delivered via email to your subscribers. easy peasy.
If you have a blog and you don't offer these two things... go do it now.
Then, send me a link to your blog so I can sign up.

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Shamless self promotion:

Items for sale on eBay under user id Shelley-Faye

Items for sale on eBay under user id Love2DressUp

Items for sale on Etsy under user id KitschyAprons

Some of my thoughts about why people fail at selling online

Yesterday I was "let go" from my part time side job. I'm a little bummed about the loss of extra income but I must admit I saw it coming months ago.
Thankfully, I knew it was coming so I had already re-structured my budget to account for it.
My job with X company (sorry, I'm just way to loyal to say) was to ship out their products for them and keep track of sales. I did not create the stites nor do any marketing for this company other than writing a blog post once a week. I wasn't paid much to do this, but I accepted the job because I already had all of the necessary things in place from my own business that shipping out another companies products was not a big deal. I would say I was paid appropriately for the work I did.
I was laid off because the company just wasn't selling any products. and yes, I mean NONE. The owner sat down with me several times to strategize about things that could be done to increase sales but didn't take action on any of my suggestions. Now, I'd love to say "I told you so" but again, that loyalty thing. Plus, I really like the people who own this company.

So, I've compiled a list of X company's mistakes so that hopefully, someone else can benefit from them:

1. not answering email. If you run an online business (even if it is just selling one product on eBay, treat it as a business!), you simply MUST answer your emails. This is crucial. The acceptable response time for an email question is shrinking. No one should ever have to wait over 24 hours for an email response (with the exception of major holidays). If the question the customer is asking is a difficult one that needs research, respond letting them know that you are on the case.

2. blaming someone else. When you are selling a product, YOU are selling that product. The customer doesn't need to hear about whatever drama you have going on, they just want what they paid for. If something goes awry, make it right. No excuses.

3. product knowledge. I know this can be difficult for those eBay sellers who sell a wide variety of products, but even then, do what you can to get to know what you are selling. Never mis-represent or assume.

4. ill prepared for shipping. Plan how your product will be boxed or packaged before listing it for sale. If you need a certain size box, go ahead and purchase that ahead of time. Know what your shipping will cost you so that you can charge appropriately without undercutting your margins or gouging the customer.

5. lack of commitment. Your products are up for sale 24 hours a day, 7 days a week. You cannot walk away for three weeks at a time. You must be promoting your shop at every opportunity. I'm not saying that you have to work all the time, but being involved is priceless.

6. misunderstanding of the web. The web changes constantly, no one is expecting you to be involved in every new idea or social network that comes out, but having no clue about shopping online is a bad idea. I see this alot with my eBay students. If you have never shopped online or even browsed around, please do not open an online shop without spending some time online first. More than likely, if you are reading this, I'm not talking to you. I'm talking about the folks that have no idea what a blog is.

7. not researching your market. Not knowing what an item is currently selling for online before you commit to selling it can be detrimental. There are plenty of products that sell for one price in a shop and a significantly different price online.

Feel free to add some mistakes that you've seen ................

I learned how to make animated pictures and banners --- here is one FREE!

Because I always have to one-up my baby brother, I taught myself how to do animated pictures and banners for the web. Ok, that really wasn't the plan, it just happened that way.
I was talking to my brother the other day, and told him that I taught myself how to make animated logos. He told me that this was his homework for the week (he is in school right now for graphic design) and that he hasn't figured it out yet.
Score.
I have no clue why I'm so competitive.
Anyway, I've created two that you can use in your eBay auctions or store banner if you so choose.

Above logo is 250 x 100 pixels and the html code is:

<a href="http://URL FOR YOUR STORES SALE SECTION GOES HERE" target="_blank"><img src="http://i239.photobucket.com/albums/ff153/addictedtorockabilly/Logos/sale_animated.gif" border="0" alt="Click Here for items on Sale" /></a>

The above logo is 600 x 200 pixels and the html code is:

<a href="http://URL FOR YOUR STORE SALE ITEMS GOES HERE" target="_blank"><img src="http://i239.photobucket.com/albums/ff153/addictedtorockabilly/Logos/sale-going-on-now_animated.gif" border="0" alt="Click Here for items on Sale" /></a>

Here are some instructions:

There are several ways to add it to your auction. If you use eBay's SYI form, I would suggest using the templette version, if you use a template or use Auctiva, you will need to add the html code into your template. Don't forget to add the URL for your store's sale items!

Templette Intructions:
In the *Describe the item you're selling section, click the drop down menu that says "Inserts", click "Create an Insert", a pop up window will come up. Name your insert then copy and paste the above code into the box. (Don't forget to add your store's sale item URL)
Then click Save.
Put your cursor where you would like your Sale banner to be and click the "Inserts" drop down menu and choose the Sale insert that you just added!

Adding a store banner Instructions:
In your store manager, click "Display Settings"
then click the Change button to the right of Store Header Display. Click Yes that you would like to include additional information, then change the tab below it to "Enter your own HTML"
Copy and paste the banner code into that box, click Save. Voila!

Don't forget to check your store and make sure it came up right and try the link to make sure it worked.

If you have trouble, comment here on the blog that way if others have the same problem, I'll know how to better give instructions for next time. :)

eBay in Person in Miami

This past Thursday I attended eBay in Person in Miami. I had a great time but it wasn't as "useful" for me as it could have been. I think it was very beneficial for sellers who are just starting out though. I'm sure that it would be very difficult to host an event like this and have it actually benefit sellers of multiple levels. I think it was probably best for the seller who is already selling but not at the poweseller level. The very green beginners seemed lost and people like myself were bored.
I rarely go down to Miami (I live in the next county North) so I mapquested how to get there. The travel time said 28 minutes. The event started at 9AM so I figured that estimate was way off and was right, it took me 1 hour 17 minutes. I managed to get there without getting lost trying to get out of the parking garage! I took the stairs instead of the elevator and ended up on a street where I couldn't even see the building I was supposed to be in. How embarrassing.
They had coffee and pastries and all the eBay people were there mingling. eBay does a wonderful job of showcasing the friendliest people on their staff. Either that company is the most fantastic place to work with all those positive people, or they just leave all the bad apples back at the office.
There were three sessions. Shipping, DSRs and Search Standings. Ok, so they had better names than that, but I'm just too lazy to go dig out my flyer to find out the exact name. Sorry.
Shipping was pretty basic but I think may have reached some folks. The nice thing was that they had Q & A and had a representative from the USPS and UPS on hand. Apparently the USPS will be introducing a new flat rate box. A smaller one this time, but they haven't decided on a price yet.
The things they talked about in the DSRs session seemed like common sense to me, but most everyone I talked to felt like that one helped them the most. I can sum it all up by saying "think like a buyer". I disagree with them about the "free shipping" to increase DSRs though. For some silly reason, I don't think it helps.
The findings session was the one that was probably most useful to me. They did a great job breaking down and explaining how their best match algorithm works. I feel like I've got a better grasp on it now.
They served lunch and appetizers at the end. The thing was set up very nicely and I met quite a few very interesting people. At the opening intro they identified all the Education Specialists, all three of us, so this gave folks an opportunity to approach us with questions. I found this to be nice because usually I'm pretty shy so having people approach me helped break the ice.
Overall, I thought the event was fun and I'll definitely participate again.

eBay in Person!!!!

To be quite honest, I had never heard of this event before. On Sunday, one of my clients asked me was I going. Huh? I had no clue that such an event even existed! I tried looking around the site to find out about it. Nothing.
Pretty sad that I know as much as I do about eBay but have no clue how to find this sort of thing.
So, today, I get an email from eBay inviting me to attend. Yay!
Of course I will attend! If I soak up a tenth of the knowledge and motivation that I got from eBay Live in Chicago it will be worth spending a day in Miami.
If you'd like to join me at eBay in Person in Miami, here is the info:

The event: eBay in Person
The place: Hyatt Regency Miami
The date: Thursday, September 25th; 9AM to 5PM
The cost: $25.00
Website to register: http://www.inpersonevents.com/miami

If you are not in the South Florida area, you can try google-ing "ebay in person" and the closest major city to you.

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