Thursday, April 17, 2014

Customer Service Woes You Can Learn From

Now for a few words on good Customer Service. In the past few days, I have gotten a new perspective on why people love shopping on-line and how we can keep them coming back. 

We had been shopping for a refrigerator since our old one began acting up. After a good bit of research we found a few on line that looked like what we wanted, in our price range and color so we went out shopping. 

First stop, big box store where we have bought a whole kitchen in the past. They had the item we liked best in another color, but none in the color they want. Our on-line research had showed they did have it in another store in the area, but they say "NO, not available in this county" it has to be ordered... for middle of May delivery. No thanks! 

Next day, we go to another big box store, same story, not available in store, etc. On to the next store (different chain), They didn't have the desired item but did show us several similar, none in stock in the desired color. 

Onward! We go to the store that is in the same chain as the first one from the night before where the internet search shows they have the item and color we want in stock. Again, we are told it is not in stock and has to be ordered with delivery in May sometime. I insist that the card on the refrigerator stated that it is IN STOCK in this color. The guy reluctantly went back to the stock room and found that YES, it is in stock. Meanwhile, I find a dishwasher at a very good markdown but we have the same "not in stock" go around with it before he goes back to find that YES, it is in stock. 

Next day delivery is stated on the card on the appliances too, but it turns out that it really means, "Next day there is a truck available."   At that point, I was exhausted and accepted the 5 day wait for delivery without fuss.

Then the clincher. The sale price we had was only good for on-line purchases. I took out my iPhone and began to squint and fret, finding my way through the maze of on-line shopping with the salesman standing there looking bored. My brilliant husband saved the day by asking, "Can we do it on-line here?" "Uh, Sure " the guy said un-enthusiastically and put the info into the computer.  

Now, I don't think his lack of enthusiasm was due to his losing commission, as he was the department manager, but the fact that he had to be forced to sell us what we wanted was really galling. He didn't have to give a sales pitch to sell it to us, we came in the door knowing exactly what we wanted. Just wanted to pick it out, pay for it and go. So, next Monday we will have a working refrigerator and a working dishwasher again. Hooray! 

That must be what our buyers feel like when they encounter rough spots along the way to purchasing items from us. They don't want to see litanies of our terms and conditions, nor hear about our personal situations. They just want to pick out the item they want at a fair price and feel confident that it will arrive safely and as described. It is up to us to make that happen! 

Saturday, November 2, 2013

Me and My World on eBay

Hooray! I finally got my eBay My World and ME pages updated. I have been meaning to do this for such a long time, but kept putting it off. After getting Sally Milo's latest newsletter with instructions on updating your My World page, I decided there is no time like the present and plunged into it.

So easy, you won't believe it! To get started, Mouse over the Hi (your userid) at the top left of your eBay summary page, then click on your userid, and select Edit Profile.  From there, you pretty much follow the bouncing ball. Check my new My World page here.

To revise your ME page, go to the bottom of the My World page. Click on the link beside the words "Create your own My World page." After you sign in again, your old My World page will appear, or a blank slate for you to set up your brand new page. Tell the world who you are, why you are here and what you sell. Here is what I have so far.

If I had known it was this easy, I would have done it months ago!

Tuesday, June 25, 2013

eBay Radio Show Party - 2013 - Las Vegas

Celebrating the TENTH Anniversary of the eBay Radio Show

Show hosts Jim "Griff" Griffith and Lee Mirabal celebrated the anniversary of the show with over 200 of their closest friends, eBay employees and show sponsors at Bally's Las Vegas. 

Parts of the day were broadcast live at Tues. 6/18. Weds/ 6/19 and Thurs. 6/20/2013. You can listen to the broadcasts by clicking the link above and selecting Archive, then listen to the segments that interest you most.

Each day of the event was filled with learning new things and opportunities to meet and network with other eBay sellers. 

Many party-goers took advantage of being in Las Vegas to see shows, experience the Grand Canyon, and/or gamble in the casinos.   But the best part was being with like-minded people and learning new ways of selling smarter on eBay. 

I have put away my eBay shoes until next time.
Hope to see YOU there next year!

Sixties-Guy's items on eBay

Sixties_Chick items on eBay

PurrFree items on eBay

Friday, September 14, 2012

Salute to ebaY

eBay’s logo is Legendary. 

It has come to represent more than an easy way to shop and sell. As it has taken flight around the world it has come to represent eBay opening windows of hope and doors of opportunity. 

Even the colors are meaningful. To me, they have taken on personalities of their own. 
Red – Leading the way with its bright color and seeking new adventures, welcoming challenge.

Blue – Trustworthy and steadfast, sitting a little lower as an anchor for all.

Fun little yellow – Jumping high in excitement and joy. 

Uppercase Green – Intense. The purpose in the end; money.

All blending together at the edges in recognition that their diversity creates new hues of meaning in our lives.

I will always see this logo in my mind when I think of eBay.