Five Things I Learned from Ebay
I have been selling DVDs on Ebay. I have found my experiences to be very thought-provoking and somewhat frustrating at times. I have so far mostly enjoyed the work, and I will probably continue this for a while if possible. I have learned things and also had some of my ideas about how I am running my business reinforced; things that will benefit me down the road.
1. People enjoy a good customer experience whether you are selling Web Design services, DVDs or chewing gum. Customers like to feel appreciated. I have found that people respond very well to the personal nature of my communication. I rather hope it’s my enchanting personality coming through, but sometimes I think it’s because most other people are just going through the motions and don’t take the time to let that professional guard down. It takes time, energy and sometimes money to be a person. But it’s worth it. I’m not only gaining clients, but friends as well. People I care about and who care about me. I dig that.
2. Transparent communication with customers is extremely important. With XPRT Creative, we haven’t really had an issue with customers feeling like we are trying to pull the wool over their eyes. In fact, in general, I believe that our clients really trust us to do the right thing, even when the situation is hard. Why? Because we have a track record of doing the right thing; keeping communication lines open, accepting responsibility and compensating when we mess up, and generally make things right. Ebay has made devastating mistakes in this area. They are paying for it.
3. Change is harder for some people than others. I guess this one is a no-brainer. Ebay is attempting to change the structure of the buying/selling experience. It is not easy for sellers who have been there a long time. I’m sure, on some level it is not easy for Ebay either - but that’s just the way the cookie crumbles.
4. You can’t make everyone happy. Sometimes people just want to be grumpy. It’s in their nature, in their blood. They are much happier being grumpy than happy (If that makes any sense at all). When you run across these kinds of people, do the best you can do to be true to yourself and what you believe it, and don’t let them negatively affect your approach, attitude or anything else. When you look at a seller’s listings on Ebay, you can really tell for the most part who has been “burned” by a buyer in the past. There so much legalistic verbiage in their listings that it makes me as a potential buyer want to run the other way … and fast. How did this happen? I’m sure it was a process. I have found myself putting notes in my listings at times about — hey, please don’t blame me when I ship your package right away but then the postal service takes forever to get it there. I can’t control the slow postal service, I really can’t. BUT — it immediately changes the tone of my listing. Even if I say it in a nice way, it is just not want I want to portray. Why should all buyers be penalized for the sins of the few?
I have some stories that would make any seller want to never sell on Ebay again. And the new Ebay feedback changes aren’t helping matters in that regard … yet. … but I refuse to change my personality and become jaded by these buyers who really are in the minority. Even if I want to — here and now I am making a promise to myself that I would sooner never sell on Ebay again than to become jaded.
5. Doing the best you can with what you have is the best way to go - always try to make lemonade with the lemons provided. Work hard, be honest and try to make the best of things. Make a difference in your corner of the world. Affect what you have the influence to affect. Don’t try to step outside your circle of influence, just concentrate on growing your circle of influence so you can make things better.
Just remember, the grass is always greener on the other side. Always. Take off your shoes, walk in the grass, breath the fresh air and try to avoid the ant hills.
Just my 2¢ anyway!
© 2008 Jennifer Poyer
May 25th, 2008 at 3:32 pm
Good advice. As much communication as possible on your part, a positive doing all you can additude is all you can do.
May 27th, 2008 at 4:24 pm
I totally agree. I don’t know that people realize how much good communication can help with any kind of problem or issue that arises. Sometimes people respond way better to a person than a canned message or a auto-reply.