If you want your transactions to be 100%, A+, perfect, make sure that you communicate completely and clearly with every single customer. I simply assume that everyone I deal with is a complete novice with no experience. Of course, this isn’t the case at all but if I make this assumption, everything usually goes well.
Every communication with every buyer should always include the following information…
1) Congratulations -- It isn’t necessary but it sure is smart. The friendlier and more professional you are, the better you will do in the auction business.
2) Purchase Reminder -- Always specify what your customer bought. Many people deal in multiple auctions and may have bought or sold dozens of items that week. Remind your buyer of who you are and what he bought from you. (He might be asking himself -- “Who is this guy and why should I send him $131.95?”)
3) Item Number -- Include the number of the item that was issued by the auction site. There are several reasons to do this...i) It will help your buyers to give you feedback because it is done by item number.
ii) Many auctioneers keep comprehensive records. This type of organization pays off, especially for tax day. In addition, they are able to get confirmation from the auction site, if necessary.
4) Price -- You surely don’t want any mistakes here.5) Payment Options -- Even though those were included in your item description, always review them. Many people forget and this is especially important if you are going to hold a check for 10 days.
6) Your Address (if applicable) -- The buyer needs your mailing address so that he knows where to send payment. Many people operate on the principle of the-less-the-world-knows-about-me-the- better. Accordingly, they have a mailbox to receive payments. Others don’t care. It is strictly a matter of personal preference but it is one that you should consider now.
Needless to say, this is not an issue if you are using credit cards or third party payment methods.7) The Cost of Shipping and Handling -- You may or may not have included the actual amount in your auction listing. If you did, repeat it. If you have not, tell them the cost now.
Don’t know how to figure it? Don’t worry, the next chapter will explain this in detail.8) Insurance -- I always let the buyer decide if he wants to pay for insurance because he is the one paying for it (or not). Generally, though, the more expensive the item is, the more likely the buyer is to desire insurance. However, if the buyer does not pay for insurance, you will need to decide, in advance, what your policy will be if the package is lost or damaged. This can be a real sore spot between buyer and seller. The seller may feel that if the buyer hasn’t paid for insurance then the responsibility is the buyer’s. On the other hand, how is the buyer to know that the package was actually sent?
My resolution works this way -- if I am shipping Priority mail, I automatically pay for tracking. In this way, I can prove that the package was mailed and I am relieved of responsibility.
However, if I am not mailing priority, the issue becomes a little stickier because no tracking is available. In the past, I have mailed items and crossed my fingers. If the item isn’t terribly expensive, I will replace anything that is lost in the mail. If the merchandise is more expensive, I insist on insurance or state loudly and clearly that I won’t take responsibility for mailing.
It seems as though the obvious answer is to simply raise the price to cover the cost but remember that the more your merchandise costs, the less likely you are to sell it. I think the best compromise is to pay for tracking, where available.
9) Buyer’s Address -- Ask the buyer where he wants you to send his new prize. Some pros go ahead and wrap the package for mailing once the transaction is completed. Others do not because it is always possible that the buyer may not follow through and send their payment. In that case, you will either have to redo the label, or put “post-its” on the package so that you will know what it contains.
Those wrapped boxes...
...all look alike after awhile.
10) Inclusion of the Item Number With the Payment -- If your buyer is paying with a check or money order, you might ask your buyer to please indicate the name of the item on his payment. This can save you buckets of time. If you receive 20 checks in one day, are you going to remember Bill Wilson’s purchase?
11) Suggestion to Exchange Feedback -- Always suggest reciprocal feedback. The more times you suggest this, the more likely you are to get it.