Going above and beyond
The image was posted by eBay in a forum that does not allow replies. To me, this is why they don't want feedback. The quotes in the image, are not going above and beyond, in my opinion. They say things that I have always done at the minimum. In other words, these are things that are expected when you sell, not only on eBay, but on any site.
To go above and beyond, I add a little something extra with the order, a gift that is unexpected. Usually, I try to make it related to the item. I also try to hand create art for the labels and personalize it. I can't always be creative, but I always, at least, describe items accurately, respond to questions, and ship the same or next day. I also pack items for shipping. In other words, I prepare the package contents for weather and to prevent damage enroute. I anticipate the box will be left in the rain, or will be dropped or another box will fall on it, or the shipper will throw the box. I pack accordingly so the item is in the same condition as expected when it arrives.
When I read the posting from eBay, I was hoping to read about what sellers do to stand out from the crowd. The content of the posting was, well, a joke. I found the ideas to be common sense and not anything that I would consider gong above and beyond. Maybe sellers don't want to share their secrets, if that is what they consider their methods of doing extra to be.
Does anyone want to share what they do for the buyer that goes above and beyond "meets expectations"? Or maybe you are a buyer who received an item from a seller that went above and beyond. What was it that made it stand out to you?
gloryglorygifts
·2 years agoAs a buyer, I like when it looks like the seller took some time to take care of my order. I've gotten things that were just thrown into an envelope and that's it. I like to present the things I ship to the customer in something attractive like an organza pouch or colored tissue paper (and of course pack it well-common sense).
Because of what I sell, I feel like I have to go above and beyond for customers. If they call and expect me to have something there last minute, I will refer them to my local competitors that will have something. It's about making the customer happy; not a sale. A good example of what I will do for my customers happened last year. I had a customer from Canada reach out to me (from my website) that was looking for a specific medal. No way was it going to be delivered to him in time. I actually located a store for him, that was within driving distance, called the store to make sure they had it in stock, and then was back to the customer to give him the contact info and address of the store. He was thrilled. That's what I consider going above and beyond. What ebay wrote there is just normal course of business to me.
house*of*paws
·2 years agoHi @lesubjonctif
As a BUYER … I greatly appreciate having packing peanuts put in plastic bags so that I can open boxes in my cats’ presence. 😸😼
broto_64
·2 years agoThose sellers getting all "flowery" and creative with their packages are also the same ones who tend to have some interesting concepts in regards to policies and such, may not follow ebay rules and regulations, may not be fully aware of how returns and refunds work... In short, they want to "run the show" and can be especially annoying when something doesn't go as expected.
These sellers would be better off focusing on how to do things on ebay by the letter, cross all their t's and dot all their i's and stop making stuff up because it's not helping. Be professional, not flowery and whimsical.
I bought a product on ebay, I want it shipped to me. Properly packaged and pronto.
I don't want dinner and cookies with the seller's family, I don't want to go on vacation with them, and I certainly don't want to hear their life stories should I have a question or should a problem arise.
A seller should stick to doing their job as closely aligned to how ebay wants it as possible, nothing more and nothing less. Don't even talk about it, just do it.
lesubjonctif
OP2 years agoYou don't sell on eBay, only buy is that right? You believe that I get "flowery" to hide the rules I break, or that I am a control freak, is that right?
I do not break any rules, I ship all items the same or next day, I give extras 99% of the time, I accurately describe my items, and I pay for shipping. I don't break any of the rules and sell by the letter and a few more letters that aren't included.
If I want to spend extra time doing art, that is my choice. I don't charge for it or the extras. If you don't like it because it is outside of what a man would be expected to do, you are free to toss it.
Yes, I add a personal touch, and that is something a real man does.
I suspect you would find something to complain about, like the time it takes the USPS to deliver to you, or something else I have no control over
tinsoldierunderground
·2 years agoI don't think broto_64 was singling you out in their post. It sounds like they've had an experience similar to my own. About 13 years ago, I bought a boxed collector's DVD set listed as "brand new". I intended to give this as a gift. Upon arrival, first thing is that it was shipped in a legal envelope with no protection. Inside, the shrink wrap was absent, and the set was clearly used.... Seller included 2 pieces of Christmas candy.
From my point of view, I didn't appreciate the 'bonus'. As noted, there are sellers who include a 'bonus" to cover their inadequacies. That's the unfortunate flip side for sellers like yourself who endeavor to nicely do a little extra.
luckythewinner
·2 years agoWhen I read the posting from eBay, I was hoping to read about what sellers do to stand out from the crowd. The content of the posting was, well, a joke. I found the ideas to be common sense and not anything that I would consider gong above and beyond
The eBay post is about going above and beyond buyer expectations.
As a buyer, my expectations are to get the right item, packaged well, and shipped promptly. I do not want or expect anything above and beyond that.
Here's a crazy idea - I don't want sellers going above and beyond unless it adds value to my purchase. An example of that might be a manufacturer including a couple extra nuts / bolts / washers in the event one gets lost or damaged during assembly. Or a case for the phone I bought. Or a pre-cut mat board for a photo or print. Or a nice new protective sleeve for an LP or 45.
I do not want handwritten notes, extra gifts, artwork, or poems. Or god forbid, someone actually thinking that putting food in my package is a good idea.
lesubjonctif
OP2 years agocongratulations your expectations will be met 99% of the time. The other 1% of the time you might get something extra 99% of the people would like. If you get something extra, you are not under obligation to keep it. You got what you paid for, toss the extras. If it is a poem, don't read it. Open the box and throw it away (you wouldn't recycle it in your rage) take your item and everything else throw away too. Why be sour about getting something someone took the time to think about and thought it might be of interest or at the very least crack your face with a smile?
tobaccocardyahoo
·2 years agoAs a buyer, my expectations are to get the right item, packaged well, and shipped promptly. I do not want or expect anything above and beyond that.
As a seller, I try to lower buyer expectations for my items. I increase my handling time, and often under-grade the item. My intent is to exceed the lowered buyer expectations.
It might cost me some orders, but it is part of a formula to reduce the annoying after the sale issues. Some sellers think they need every order and raise buyer expectations, they might but the price is more bad business.
Unavailable member
·2 years agoI had a seller write a poem for me - very customized to fit with my name and purchase. Hand-written - I could tell that it took some time. WAY above and beyond. I never bought from that seller again 🙂
Don't get me wrong, it was a nice gesture, but I'm not paying for poems, thank-you notes, bonus items, well wishes, or good vibes. Just the item that I bought, shipped out in a reasonable amount of time, will be just great. Do that, and have good items, and I'll be back. Don't do that, and give me "above and beyond," and I won't.
lesubjonctif
OP2 years agoyou would not come back if you bought one Rolling Stone Magazine from me and I sent you two? You didn't pay extra for the 2nd one, I just added it because I wanted to get rid of it. Maybe I tore out a page or two and sold them, the rest of the magazine was useless to me. You would keep it, even though you thought maybe it was sent in error, would you message me and ask? Or you would keep it and never buy from me again? Out of guilt or principle?
tobaccocardyahoo
·2 years agoI would be offended that you sent me your rubbish. It would be useless to me and you transferred the task of disposing of it to me.
Whenever you try to generalize the customer reaction to your BONUS you run the risk of offending some buyer. Most will be happy with an extra bonus refund, other than cash there is nothing which is likely not to offend someone.
lesubjonctif
OP2 years agoso if you thought it was trash you would be offended, but what if it were a pristine magazine with the same subject on the cover? would you still consider it trash and be offended? BTW I don't sell magazines never have. i sell postcards and I have bought from sellers who put the card in a rigid holder and put it between 2 pieces of plain cardboard. I use a plastic sleeve and 2 additional (sometimes related) postcards. I think it makes it more presentable and serves the purpose of protecting the card they bought. I am not opposed to adding all those other shipping inserts and I do if a buyer asks for it. I just find all that bulk unnecessary. I have had very few late arrivals, and even less damaged items, and a couple of lost in the mail items. I refund and send replacements. I have not had anyone say that my packing was lacking. Of course there probably have been a few who didn't say but how would I know that. And if someone is offended by the extras or the way I pack, they don't have to come back. But it wouldn't be because they didn't get what they paid for in a prompt timeframe.
Unavailable member
·2 years agoDepends on how the first one was. Absolutely, bonuses are nice, but the driving factor is how well you did on the item I actually bought.
and I wouldn’t buy one magazine - shipping is too much. If I did, and you sent two, I would assume that you made a mistake. I’m not sure why you would think I would feel guilty about receiving a bonus item, whether it was intentional or not.
when I used to sell some fairly expensive Beatles items, There was a brief period when I gave away a relatively inexpensive, but interesting set of trivia cards with the more expensive orders. I would include a note that indicated that the trivia card set was a bonus item.
mam98031
·2 years agoSpeaking for myself only. I have been TRS since just about the day the program started and all these years later I am still TRS. I maintain the requirements to qualify for TRS as a standard way I do business. I did it before the TRS program started and I simply continue on with it. It is just how I've always conducted my business.
tobaccocardyahoo
·2 years agoMy attitude in contact with my buyers and how I pack the shipments is to behave in a manner which is consistent with a much larger company. I do not want to personalize my packaging or communications. The default Ebay invoice has a message thanking the buyer - its adequate.
Some of my buyers express a love for the merchandise I sell, and I will respond if I actually share their affection for the merchandise, and provide background.
But I leave my crayons and magic markers in my drawer. I do not share snacks. And I prefer machine generated, machine readable addresses and bar codes. The only embellishment I place on the outside of my packages is a Do Not Bend/Handle With Care/Thank You label - bought on a roll.
We all share our personalities in the way we do business. Shipments with pretty stamps usually mean the absence of tracking. Sellers who ship without tracking are definitely sharing their personality.
lesubjonctif
OP2 years agotracking means sending it with added expense, at what price does the item have to sell at to add tracking and make it cost-effective? A $5 item costs $7 to ship with tracking, 68c without. Is our mail system so unreliable that a $5 item needs tracking? Sure it says something about the seller, they don't overcharge. To make tracking cost-effective on that $5 item, it would have to sell for $15 to ship with tracking and make the same amount as $5 sent via First Class Mail. (which is 99.9% reliable in my experience) Selling an item at a higher price (or charging for the more expensive shiping) won't sell as well as a lower price with free shipping. If the item gets lost or something goes wrong, the seller loses $5. As opposed to spending more for each item, which in the end costs way more than the one in 10000 that gets lost in the mail.
evry1nositswindy
·2 years agoTo me, those are expected of me as a seller and not above and beyond in my mind.
Selling online is quite impersonal and anything personal is nice. I had a buyer send me a thank you note through the mail a few years ago. I still have it. Yes, buyers can also go above and beyond!
slippinjimmy
·2 years agoJudging by some of the sellers who come to these boards I would say that there are plenty of sellers who are barely willing to do the minimum rather than "above and beyond" or even a middling attempt at good customer service.
Before there was eBay or the internet there were plenty of retailers (usually but not always just the clerks) where the minimum or less was the modus operandi.
That said, the vast majority of eBay sellers do make an effort to provide quality service but in retail one idiot can do a lot of damage especially these days when buyers have lots of alternatives.
chariot_badges
·2 years agoWhat IS the 'minimum' when the product you're selling has a margin of $3?
When the 'minimum wage' for a hamburger flipper in California is $20 an hour ... how hard should I work for my three bucks?
Since you use a posting account to hide, I can't tell how hard you work for your three bucks.
I'm happy to answer questions. Address special situations.
I will not spend an hour negotiating over $1.72 to have it returned later and get a red feedback.
tobaccocardyahoo
·2 years agoWhat IS the 'minimum' when the product you're selling has a margin of $3?
Deciding that any margin greater than zero is acceptable, is a decision many sellers make.
Deciding whether the effort in fulfilling the order is appropriate for the margin is beyond some sellers. I have gradually reduced the time required to pack my orders - by purchasing appropriate packing materials and eliminating hard to pack items from my Ebay offers.
My minimum profit requirement is $5 which is not that much more than $3 but my target average sale is $35 and when things are bad run about $25. A $25 sale yields about $18 in profit since the bulk of my cost is Ebay fees.
lesubjonctif
OP2 years agoA $25 sale yields about $18 in profit since the bulk of my cost is Ebay fees.
eBay fees would be about $7 for payment and fvf. But $18 can't possibly be your profit. How much was your price for the item? How much to ship it? your profit would probably be closer to $10? less?
yes, sometimes you have to use tracking, but for items like stamps, greeting cards, postcards, photos, etc that weigh 1 or 2 ounces, tracking is not cost-effective at all, and would be, in my opinion, a waste of money when first class mail is just as fast and just as reliable as more expensive shipping.
tobaccocardyahoo
·2 years agoHow much was your price for the item? How much to ship it?
My product cost approaches zero. It can be ignored. I buy in large lots, recover the cost of the lot in one or two sales, often not on Ebay.
Buyer pays for shipping. I break even on shipping on a monthly basis. I am assuming a 20+% effective FVF which is close to real average results including FVF on shipping and sales tax each month.
My merchandise is selected to be easy to ship, and generally under 1 lb.
There is no way that I would even consider free shipping, just as I would never consider untracked shipping.
mr_lincoln
·2 years ago@lesubjonctif
Good post - good topic. I agree that delivering excellent service should be the norm for selling NOT the exception. Going above and beyond to me and what I do is refund the shipping overage, I am fine with the shipping end of a transaction being a break-even proposition and profit is then based solely on the item.
I just wish eBay would not have recently made the partial refund process a 4 page multi-step ordeal when previously it was all on ONE PAGE ... but that's a topic for another day.
a_c_green
·2 years agoDisregarding whether the quotes (or the authors) are real, I would say that what they're describing are the buyers' expectations. Standard Operating Procedure rather than grand insights, in other words.
mr_lincoln
·2 years ago@a_c_green
Good point ...
lesubjonctif
OP2 years agoover the years I have received several thank you cards from buyers and some even did art work on the envelope. and I even became friends with a buyer in another country who opened their home to me when I visited their country. If selling were strictly mechanical I would not continue to receive such good results.
I think the comments from buyers who want an impersonal transaction, from posting IDs are actually from a seller who won't do anything beyond what it required. I could be wrong, maybe there are some buyers out there that don't like getting anything extra, but did they all come to this thread to tell us about it? maybe
chariot_badges
·2 years agoI put in a one-gram size flower of some outstanding Sativa genetics I have developed.
I offer free hand car washes for six months.
I offer free babysitting for pets (no scorpions, spiders, or poisonous snakes) and no kids under the age of 21.
A gift card to Montgomery Wards or Woolworth's.
a_c_green
·2 years agoI'm also wondering if they're real. I can't seem to locate either seller ID on this site, neither a feedback page nor any items for sale.
lesubjonctif
OP2 years agoI didn't even consider that they might be fake, but yea, that fits eBay's M.O.
12345jamesstamps
·2 years agoIs it Amazon? LOL.
mam98031
·2 years agoWhat? If they are "fake" [which IDK if they are], how is that "Ebay's M.O."? Are you saying that Ebay posts fake stuff? I'm sorry I don't understand.
lesubjonctif
OP2 years agoit is online with the way eBay is not straightforward with information when there is a question raised. They are not straight up lying, but the truth is convoluted.
mam98031
·2 years ago@lesubjonctif
Blanket statements are rarely true and certainly not in this case.
There are all kinds of members, both buyer and sellers, that complain about Ebay for one reason or another. For some it is just easier to blame Ebay for a problem they are having but that doesn't mean Ebay is actually at fault.
It has to be case by case. If Ebay was always no bad and transactions so bad, then no one would sell here. Try to look at this a bit more logically.
Now I have gotten some incorrect info from Ebay CSRs from time to time, I've also gotten good information from them too.
ten_o_nine
·2 years ago@a_c_green
I'm also wondering if they're real. I can't seem to locate either seller ID on this site, neither a feedback page nor any items for sale.
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I think they were suspended. lol
luckythewinner
·2 years agoI suspect that eBay 'renamed' the sellers for exactly the reason you just illustrated - to keep nosy people from trying to find out who they are. In other words, for the same reason that many of us use posting IDs on this board.
a_c_green
·2 years agoWell, not to get the discussion off-track here, but I did eventually locate one of the two sellers via other search methods. Haven't gone looking for the other but I have no reason to think that she doesn't exist as well; those quotes are pretty generic, nothing controversial. I did wonder whether they might have changed their IDs now, but whatever...
lesubjonctif
OP2 years agoyou would think as sellers they would want the free advertisement. I use my one and only username to post. I am who I am and have nothing to hide. If I wanted to make comments that were not fit for my selling, I would not post them. Why do you think customers are nosy? maybe you mean sellers are nosy? Aren't they potential customers too? If you don't like what I sell you don't have to buy it, but you are free to look. Ism't that what capitalism is about? Selling to the most people the most products? How do you do that if you hide from customers?
albertabrightalberta
·2 years agoThere is an ebay ID that I believe belongs to one of the IDs but it has an underscore between the words.
But the tags in those images are from IG.
ten_o_nine
·2 years agolol, grade school.
I include a chocolate chip cookie with every order.
12345jamesstamps
·2 years agoMrs. Fields Chocolate Chip Cookies are so good.ðŸª
12345jamesstamps
·2 years agoI use real interesting stamps for postage and not a generic dull eBay shipping label for postage.
I hand print write all my packages and envelopes addresses because it looks cool.
sin-n-dex
·2 years agoI managed to acquire four sheets of commemorative forever stamps and have started putting a stamp on a letter (with stamps) to mail. If I use a stamp, I have to hand write the address (and my return address in NY since I don't have cool labels with Chit Chat's warehouse address on it).
I just ordered 2500 business cards today with my eBay store URL and eBay ID on it. There's also a photo of a coin and a stamp on the business card (from my gallery of images I took of stuff I'm listing... took me an hour to clean it up for the business card).
C.