MoreThe Top Rated Seller Back Office Discount is Super Important with the new eBay changes
As you may remember, I spoke with a rep at eBay in Salt Lake City several weeks agoabout my personal account and ways to bring down my fees. He had great advice for me! Thank you, Doug! He felt that the 20% increase in my final value fees due to shipping being charged, could be offset with the 20% TRS (Top Rated Seller) final value discount. I haven’t qualified for this in quite some time. I know that I need to spend more time at Headquarters providing fantastic customer service to get the TRS ranking back.
I want to share with you three emails that came in on Monday night when I was working late at HQ and being PROACTIVE instead of REACTIVE to potential problems.
Over the next few days, I will go over these examples and the way I dealt with them are the kind of fantastic customer service that will get us all TRS and keep us there. I was very pleasantly surprised at how NICE customers are if we just keep them in the loop. Let’s kick things off with my first example!
Example #1: Broken Saucer
Dear thequeenofauctions,
Hi,
I received my order today; however, one of the saucers arrived in two pieces. Do you possibly have another?
Thanks,
Joe
I immediately emailed back.
Hi Joe,
Darn it! I hate it when that happens. I am so sorry. We don’t have another saucer. I will process a partial refund for you for the breakage. How much would make you happy?
Thanks for your business,
Lynn
He wrote back…
Dear thequeenofauctions,
Since it wasn’t anyone’s fault, let’s call it even steven. If you ever come across one, please keep me in mind. Have a great night and an even better tomorrow!!!
Wow! What a super nice customer. I was very quick to email him again and let him know it.
Joe,
You are super nice and I really appreciate it. Thanks! A pleasure doing business with you.
Lynn
PS I wish all of our customers were so awesome
Joe’s next email…
You were being fair, so I returned that in good faith. I have been on an eBaying binge lately, so who knows, I may be back to your store soon. Take care.
After that, I decided I needed to ask Joe for his permission to publish these emails to show how reacting quickly, being an honest seller and being nice can really work in our favor!
Here is his reply…
Dear thequeenofauctions,
Lynn,
Any time I can do anything to put manners and goodwill out to the masses, I am in favor. You have my permission and my blessings.
Thanks,
Joe
NICE LESSON! Customer service is all about manners and goodwill.
{ 2 comments… read them below or add one }
I’ve been a steady TRS for about 2 years, and I would have 1. included the partial refund amount in the first reply email, and 2. despite the buyer’s kind refusal, refunded the amount.
Wow! What a great customer! I’ve been selling since 04 and I don’t think I’ve ever had aproblem that couldn’t be resolved. I’ve only had one unpaid item case. I think being flexible is the key and, as you said, keeping the customer in the loop is also important. Reading the posts on Seller Central is a real downer. I’ve since discovered your blog and others that are more inspiring and positive. Thank you for that!