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Getting Customers to Leave Positive Feedback. What do you guys do?

Discussion in 'Ebay' started by MikeLac, Nov 29, 2013.

  1. MikeLac

    MikeLac Regular Member

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    Starting today, I'm no longer leaving feedback first. I've been leaving feedback for a customer as soon as I shipped their order. I figured that it would look good if I instantly left the customer feedback assuming that the customer will leave feedback for me when he receives the item and is happy with it.

    Out of my last 140 transactions, I have only received 31 positive feedback! No negatives or neutrals. That is horrible!

    Just wondering what you guys do. Do you leave feedback first or wait until the customer leaves you feedback first?

    I now mention the following in my auctions and on the packing slip I send with the orders:

    "Positive Feedback is automatically left for you once you leave Feedback for me - this is how I know you've received your item and are satisfied!"

    On average, what percentage of customers leaves you feedback?

    I'm thinking of subscribing to an App like Feedback Pro. Mainly for the feedback reminders. I use Auctiva and it does a nice job handling the feedback for me. But I'm not sure if it would be a good idea or not. IMO, sending feedback reminders might annoy people and seem like begging for feedback. It might wake up the bad buyers and they conveniently click the link in the Email to easily leave a negative. But it could help to significantly increase feedback response and be worth the small monthly fee. Do you guys use an App like Feedback Pro to send feedback reminders? If so, what are your experiences good or bad?
     
  2. Bulking

    Bulking Registered Member

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    I havnt had a selling experience on eBay but I am starting up soon. I read somewhere that you should make them feel as comfortable as possible, I heard that notes in the package work very well and also free gifts and coupon vouchers aswell. I hope im not intrusive but what are you selling?
     
  3. MikeLac

    MikeLac Regular Member

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    Cell phone chargers, cases, screen protectors, etc. Things cell phone related.
     
  4. slayer171

    slayer171 Newbie

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    Well what I have started to do, was include a little note saying something along the lines of:

    Hi, thank you very much for your purchase. If you are satisfied with the service and product, please be sure to leave us 5 star positive feedback. If there are any issues or concerns, please do no hesitate to get in touch! Thanks :)

    If you include this, then you should see a rise in feedback. I printed it off the computer and cut them out, but you could easily purchase business cards with it on, it would be quite cheap. This is a must (in my opinion) for big scale operations. Hope this helps
     
  5. Silas Hart

    Silas Hart Newbie

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    You don't do anything. If someone hasn't left you feedback, just consider that a good thing. On Amazon for example, you might be lucky if just 2% of your customers leave feedback.

    The eBay DSR and feedback system is already seriously flawed because eBay doesn't educate buyers on the repercussions of anything less than 5 stars for every single category. Even a customer that got their item with free shipping to their doorstep technically in less than 48 hours might leave a 4 star rating for shipping time simply because they don't know any better.
     
  6. MikeLac

    MikeLac Regular Member

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    I include a packing slip with every order. On the packing slip, there is a note which reads:

    "Thank you for your purchase!

    If there are any problems at all with this order, please contact us at:
    My Email Address

    Please remember to leave us Positive feedback if you are happy with this transaction. If you are
    not happy with this transaction for any reason, please contact us first before leaving Negative
    feedback."
     
  7. Numbuh362

    Numbuh362 Elite Member

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    Maybe offer them a small discount on their next order for leaving feed back, I typically get positive feed back every transaction for some reason.
     
  8. MikeLac

    MikeLac Regular Member

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    Yah, some customers are dorks. I had a Customer buy a product on Monday, November 18 at 11:30 pm. I dropped his order off at the Post Office the next day on Tuesday at around 6 AM, only 6 and a half hours after the guy ordered it.. It was Free Shipping. He messaged me on Friday, November 22 to let me know that he did not receive it yet and if he doesn't get it by Monday, the 25th, he wants a Full refund. He did point out that he only lives a 6 hour drive from me and it shouldn't take that long for him to get it. It was supposed to take 2 to 3 business days. I just messaged him back saying that I am surprised that he did not receive it yet and then sarcastically apologized on behalf of the Post Office for being slow. I also pointed out that I dropped it off at the Post Office only 6 and a half hours after he ordered it and that I could not ship it any faster than that. I just mentioned that he should receive it on Monday and to immediately let me know if he did not. He messaged me on Monday to let me know that he received it.
     
  9. wishful thinking

    wishful thinking Newbie

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    after the purchase is complete leave a friendly message thanking them for the purchase. Tell them if there is any problems please contact you first to resolve them before leaving negative feedback. mention you strive for 5 star rating. develop a flier you can print up asking them to leave feedback about the experience and place it in the package and if they don't leave feedback after they receive the package message them kindly asking them to do so. most importantly make sure you leave them some up lifting feedback. i.e. best buyer ever A++ fast and reliable.

    as soon as you ship the item go back into your dash and mark it as shipped. failing to do so you leave it open that you did not ship it on time. also keep all shipping receipts in case you need to scan and prove or get it any disputes. this is important if there is no tracking on regular shipping. place all the things you can to paint a clear picture in your description. hope this helps.
     
    Last edited: Nov 30, 2013
  10. MikeLac

    MikeLac Regular Member

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    I use Auctiva and have it set to automatically Email the buyer a "Thank you for your purchase" Email. The Email mentions the same things as you suggested. In every package, I include a professional looking packing slip. This packing slip has a Thank you message, a feedback reminder, a contact email address if there are any problems with the order.

    I found about 20 different unique feedback messages that I automatically leave. Here are 4 of them:

    WHO NEEDS A GENIE 2 GRANT ME WISHES WHEN ALL I NEED R BUYERS LIKE YOU!
    I WISH THIS BUYER COULD BE CLONED SO ALL BUYERS COULD BE LIKE THIS 1! AWESOME!
    ø¤º°*°º¤ø,¸.¸,ø¤º° AWESOME EBAYER !! PERFECT TRANSACTION !!! º¤ø,¸.¸,ø¤º°*°º¤ø
    *•.¸ .. ¥ .. ¸.•*´¯`*•AWESOME BUYER 5 STARS ALL THE WAY THANK YOU!•*´¯`*•.¸ .. ¥


    When I'm about to head to the Post Office, I Email all buyers with a customized "Your Order has Shipped" Email. Then I immediately mark all orders as shipped.

    As for scanning receipts for proof of shipment, that would be impossible for me to prove I shipped a package to a customer. Most of my packages get sent as regular lettermail. Using a #000 or #00 bubble mailer. Free shipping with no tracking and the packages just take a postage stamp. I buy stamps at the post office 50 at a time. About 1 in 15 sales needs to be shipped as a regular parcel with tracking. I keep every one of those receipts. Even the receipts for the regular stamps. Need to keep all receipts for tax purposes anyways. But will come in handy if I ever have to prove that I shipped a package. The ones shipped with tracking that is, because I can not prove that I shipped a package when I just use a postage stamp and no tracking.

    Out of the last 140 transactions, I've only had one customer message me to say that he did not receive his order. That was only after 1 week and the shipment method that he chose clearly stated between 6 to 11 business days. I was very polite and mentioned that it clearly states 6 to 11 business days in the auction with the shipping method that he picked. I pointed out the exact day that would be the 11th business day. Thursday, November 21st. On Friday, November 22nd at 6:30 AM, he messaged me saying that he still did not receive it and asked me where his package was. Without a tracking #, it could have been on the moon or in his hand for all I knew. I didn't see his message that morning because I was leaving for work at my Day job. I leave for work shortly after 6 AM Mon-Fri. I got home around 4:00 PM to see his message and to see that he opened a case against me when I failed to respond 6 hours after he messaged me. So, I just gave the pecker a full refund. I messaged him apologizing for not getting back to him right away because I was away for most of the morning and afternoon. I sarcastically apologized on behalf of the Post Office for failing to deliver his package on time. I then mentioned that I gave a Full Refund to compensate for his inconvenience and that I hope he receives it real soon. Since I could not prove I shipped it, I didn't waste time arguing with him. Just give a refund and move on. The last thing that I want is for a case to escalate to Ebay and have Ebay decide the outcome.
     
  11. Jonx12

    Jonx12 Newbie

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    My advice is this; Create a customised message to send to the customer (on ebay) after they have won/purchased your item. In this message say thank you for buying from you, tell them when their item will be shipped and say the item will be with them soon..DON't specify a date as the post office can be unreliable and if a customer expects your item on a certain day and it doesn't come they will be left unhappy. Just write for example 'Your item will be posted tomorrow morning by (Postage Service) and will be with you shortly"

    Although this is can be a long process at first, the feedback you get from doing it is excellent, a lot of customers recognise the effort you've put in..Most of my customers call me the best eBayer they have bought from. If you're doing things on a bigger scale I suggest getting some auto-message software, have a look on google.

    A great trick I've found as well is to leave feedback around the same time you think the customers will have received the item. So say you send your item first class on Monday, on say Tuesday evening/Wednesday afternoon leave your feedback for them. This will act as a little reminder that they need to leave you feedback.

    NEVER pester a buyer for feedback, it can result in negative results which are more damaging than 20 positive feedbacks! Also, with time sometimes people leave feedback, and ebay send a feedback reminder after one month..I've received positive feedback from buyers over the past week for items I sold over a month ago!


    EDIT: Oh and the business card in the package is a great idea! I suggest putting a little smilie face and sad face on it and underneath the smilie face be like 'If you are happy with your purchase leave me p/f'...under the unhappy face 'any problems emil me at ... blah blah' you get the idea!
     
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  12. Sebelyakov

    Sebelyakov Newbie

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    A few tips that have helped me gain feedback from nearly ALL transactions -

    Don't leave feedback until they leave feedback
    Include a handwritten note in your package thanking them for their purchase and to please leave you feedback
    Sometimes even including a cheap nick nack in your package will get you a return customer and more positive feedback.

    Also, I never leave feedback until I get feedback because I feel like it gives me leverage if they want to leave a negative feedback, because I can hit them with a negative right back and no one wants that - so it makes it easier to talk it out.
     
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  13. Silas Hart

    Silas Hart Newbie

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    You know sellers can't leave negative feedback for buyers? Right?
     
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  14. wishful thinking

    wishful thinking Newbie

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    there is a method to buy electronic postage on per package basis at post office. It lists the zip/postal code for regular mail on the receipt that's what I do its better than nothing. The post office prints a sticker for the package and gives me receipt for that sticker which has a zip/postal code on the receipt, time and date. I never buy stamps because you are right there is no way to prove anything with them. I have had the same thought regarding leaving feedback as soon as the purchase is made but this is the way i looked at it, did they make the purchase, was it fast, great they deserve feedback. Some buyers are going to want the package for free it just the way it is. All you can do is account for it in your pricing that 2 out of 100 might get it for free or something like that. Its kinda like people who steal from stores, its all worked into he pricing of all the other items sold in that store. It sucks man i feel your pain. Always double check peoples address before you ship, sometimes people forget to update the address in ebay or paypal and that why it does not reach them.
     
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    Last edited: Dec 1, 2013
  15. Sebelyakov

    Sebelyakov Newbie

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    Oh really? Interesting, guess I never knew because I've never had to do it ;). Still, everyone wants feedback so I think it's fair to hold theirs until they give you one!
     
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  16. Raconteur

    Raconteur Power Member

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    Most sellers I have ever sealed with always left their feedback in return for mines. I always assumed it was in case you left them bad feedback they could retaliate and it also gave motivation for the buyer to leave their feedback in order to recieve theirs in return. Maybe this is why your method didn't work. No motivation for your buyers to leave their feedback.
     
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  17. MikeLac

    MikeLac Regular Member

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    I'll just continue to use stamps instead of doing the electronic postage. Stamps are quick. My packages (with stamps) are Usually $11 or less. I will get scammed on occasion. Can't do much about it. If I do the electronic postage thing and have proof that I sent the package, it still isn't worth it to fight with the Customer over it. If I win, then I'd probably get a negative feedback for my efforts. I'd rather just do a refund and move on.

    As for the feedback, yes, a customer deserves feedback if they made the purchase and paid fast. But I deserve positive feedback as well when I ship the item fast and the item is exactly as described and it is a quality product that the customer will be happy with. Now I completely understand why many Sellers leave positive feedback AFTER positive feedback has been left for them.
     
  18. MikeLac

    MikeLac Regular Member

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    Exactly! No motivation at all for the buyer to leave feedback. I thought that the customers would be impressed when seeing Feedback left right away because, as you pointed out, most Sellers leave feedback after the buyer leaves feedback first. Thought I'd be different from most other Sellers and give the customer the positive feedback that they deserve as soon as I shipped the item. I just assumed that most buyers would leave me feedback in return. Now I understand why most Sellers wait for the customer to leave feedback first.

    Sellers can not leave a Buyer Negative feedback. It used to be like that where a Seller could leave a Negative.
     
  19. Elliot305

    Elliot305 Jr. VIP Jr. VIP

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    Well you could always get a boost in your feedback by telling the customer if they do leave feedback they'll be entered into a drawing to receive a free (whatever type of product you have) and wait until at least until a couple hundred people left feedback or a deadline ends before doing the drawing. Naturally they should give good feedback since potentially getting something for free is a positive experience. If your product is too expensive then just do something simple like a giving away coupons. I did the coupon route and had a great response rate. But then again a lot of my customers were reoccurring so that probably helped too with the coupon route. Sure, either way will cost you a few dollars but should quickly get your feedback response rate up fast.
     
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  20. MikeLac

    MikeLac Regular Member

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    That is a great idea! I'll have to try that. :cool: