Seems there are many members frustrated with the feedback system.Here is just one of the techniques we use to optimize our feedbacks. This is just a rough guide so your mileage will vary of course.
The NUMBER 1 method we have is good old fashioned customer service from beginning to end. What exactly do I mean?
- Pre-purchase emails - answer these ASAP! One thing that bothers the **** out of me is when a seller does not reply to emails quickly. We strive to answer emails same day if not ASAP. The buyers are VERY grateful and we usually get a reply like..."WOW! Thanks for the speedy reply!". That already suggests that many sellers do not reply to emails within a reasonable amount of time.
- Post-purchase emails - SAME THING. Reply ASAP. Buyers want answers quickly (especially if it's a high priced item).
- ALWAYS be friendly and courteous in your emails. NEVER pick a fight in any way. You want your buyers to like you.
- Use selling manager's custom email feature. We have about 12 pre made templates that we use for various purposes. I will list just one that is most relevant to this post.
- We have a template called "Post Sale Follow Up". You could name them whatever you wish, but it's much easier to name them with specific titles so you know quickly what the template is about.
- Once a week, we look at our shipped items and sort them by whether feedback was received or not. For all the sales that we didn't get feedback (we used to use Auctiva for the auto feedback), as long as you didn't have an existing problem with the buyer, we would simply check off all the sales without a feedback and send them all the same "PostSale Follow Up". You can do this in bulk.
- The wording goes something like this..."Dear ___, Thank you very much for your recent purchases of _____, we really appreciate your business. We never forget about our customers, and we always follow up to make sure that everything is ok. We know that time is precious, but we would very much appreciate it if you could just reply and let us know if everything was as promised. We hope to hear from you soon and once again, thank you for your business, we really appreciate it.
- IMPORTANT! DO NOT ASK FOR FEEDBACK AT THIS POINT. When/if the buyer replies, during the conversations, you can discreetly ask for feedback once you know for a fact the buyer is happy. We found this to be a better technique than to ask for feedback "if everything is alright..." Gaining the trust of the buyer is more important and buyers will be more willing to leave the feedback if not asked to. If the buyer still does not leave feedback, move on and do not repeat the process. You may have a psycho on your hands that might snap and just leave you a negative for annoying him/her.
This is by no means the ONLY way of course, but a little customer service goes a LONG way for getting postive feedbacks.
Your replies need not be a novel. We found that most buyers simply want a quick answer. And if you think about it, how long does it take to reply to an email anyway?
Hope it helps someone out there.
PS: As I write this, I am getting very angry at eBay again.