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Ensure a Repeat Buyer with a Little Something Extra

With all of the millions of buyers and sellers on eBay it is utterly important to obtain a customer base that repeatedly looks to you when they venture into eBay. But how can you achieve this successfully? Believe it or not, it took a lot of banging my head against the wall figuring out just what worked. It is surprisingly simple, but then again we are talking about me here:). There are many different ways to obtain a customer base, but I'd like to share the 2 I find most successful.

Customer Shipment Notification: Communication! Communication! Communication! I get so frustrated with sellers that don't communicate with me after I win an auction. I always want to know when they are going to ship my package and it drives me nuts when I can't get an answer. Never do I return to a seller that doesn't communicate, even if the product was excellent. I will find a seller that offers me both.

Communication doesn't have to include many lengthy emails; in fact I only use one that sums up our entire transaction. Of course you should take some time to write up your own, but I am going to share mine as a guideline.

Hi (customer name),
I just wanted to let you know that your purchase has been shipped on (date) at (time). I do my very best to inspect all of my items thoroughly and describe them as accurately as possible. However, I am human. PLEASE, if anything is wrong let me know so I can correct the situation. I want all of my customers to know that our transaction is NEVER over until you are completely satisfied. Thank you so much for your business. I know you will be pleased!
Sincerely,
(xxx)

Now how often do you receive an email like that? I know I RARELY do. When I do it WOWS me. I feel like that seller really cares about me and wants my product to be absolutely what I expect it to be.

Obviously you have to be ready to back up your words if a situation arises. I personally stand behind that paragraph 100% and any of my buyers would tell you the same.

That email also gives me a little protection if I fail to meet a customer's expectations. The customer knows all they have to do is contact me and I will take care of them. When they come to me and I stand behind my word, do you know what happens? I get positive feedback. It is very important to protect your feedback. Obviously there are nasty people out there that will do anything to spite you, but overall the technique is very successful and I guarantee most will save you in their favorites list.

A Little Something Special: Now that you have your customer service nailed down and ahead of the crowd, why not take it a step further? Really stick out amongst the crowd.

I can't tell you how many positive responses I have gotten from customers that open up their packages to find a "little something extra" inside. What you decide to include is absolutely up to you, but here are a few different tricks I use.

A hair accessory, pair of socks, or a small piece of "play" jewelry for a child's outfit. You can pick up very inexpensive "extras" at Big Lots, Dollar General, online or even on eBay in bulk. The moms and kids are tickled with the extra gift and how many actually expect it? I've never received anything extra from an auction I've won.

A coupon for free shipping or an additional 10% off of a future purchase. Everyone loves a discount & I assure you repeat buyers will flock back if they are offered one.

Surprise them with free shipping on a purchase and include a card stating, "Thank you for your purchase, the shipping is on me this time.", with a shipping refund inside. I do this randomly from time-to-time for customers and I have seen LOTS of repeats because of it.

I encourage you to try this out and don't offer it as a perk in your auctions. Don't advertise "free bonus" or anything like that. Surprise your customer. It makes them feel extra special in the crowd.

About the author: Stephanie Madison is a busy WAHM and owner of Boutique Bargains & Boutique Bargains Resource Hunter. Learn how to be successful in your auction ventures & access over 200 resources for Boutique Inventory by visiting: www.boutiquebargains.com