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by
Dennis Prince
"The
customer is always right."
How many times
have you heard that? Well, it's a great mantra to utter when
you're a customer deserving (maybe demanding?) total
satisfaction. How about when you're the merchant, though? Sure,
most auction sellers work hard to satisfy their high bidders,
but there are times when that bidder-cum-customer turns
out to be…well…difficult. In the interest of good business,
good customer relations, and lower blood pressure, here are some
tips for sellers who suddenly find themselves dealing with a
buyer who requires more "hands-on" treatment than they
originally expected.
Setting
the Ground Rules
To be successful with your customers, you're going to have to
get to know them--and have them get to know you--quickly. It's
not uncommon for bidders and sellers to become anxious at the
end of the auction, but sellers often feel especially vulnerable
to the whims and moods of potentially irrational,
feedback-flinging buyers. Clear and concise communication is
really the best tool for establishing the mood, methods, and
ground rules of the transaction ahead of you.
Good sellers get a jump-start on setting expectations by
having already clearly stated their sales policies within the
body of their auctions--and then following those policies to a T
when it comes time to engage the high bidder. Though not 100
percent effective, clear sales policies in your auction
description will work to filter out the bidders you'd probably
rather avoid, and quick end-of-auction engagement makes it clear
that you're committed to getting the deal done fast.
Oh,
the People You'll Meet
Of course, you never know how a deal might go until you've
gotten into the thick of it. Most buyers will honor the auction
without much complication, but some have more peculiar and
problematic styles. A difficult deal doesn't necessarily mean a
bad deal, nor does it always involve a creep on the other end.
Here are a few personalities you might encounter and how you
might respond if the transactional road ahead becomes a bit
rocky.
The Newbie: Newcomers don't necessarily mean to be
difficult to deal with--they're often just a bit uncertain or
overanxious when conducting business online. Unless they
manifest the behaviors noted in some of the following profiles,
just welcome them to the auction space and show them perhaps an
extra bit of consideration. Help them learn the ways of online
auctioning and you'll help yourself to a smoother exchange.
You'll be an ambassador to the new cyberworld they've found,
plus you might find yourself a repeat customer--someone who will
come back and bid again.
The Antsy Buyer: This is the one who wants it fast,
fast, fast. You might receive pestering emails that continually
ask, "When will it arrive?!" Of course, until
you have a buyer's payment, there can be no progress. However,
use ample communication with this person and clearly state when
you will send your next status update (e.g. when payment
arrives, when item is shipped). Acknowledge the anticipation of
impatient buyers by encouraging them to pay for a shipping
method that provides online tracking--they can watch the
progress of their packages while you move on to your other
customers.
The Paranoid Buyer: Trust is the key for these
individuals--and they probably don't trust you. Regardless of
your excellent feedback rating or professional style, paranoid
buyers just can't get very comfortable with the deal in
progress. Quickly, but completely, lay out how the deal will
take place and offer them additional services--insurance,
package tracking, escrow--to help them feel more secure (of
course, this will be at their cost, not yours). Keep the
communication flowing.
The Post-Auction Haggler: Believe it or not, some
buyers think there's still opportunity to negotiate a better
deal after they've won one of your auctions (this is
especially true of multiple item winners). "How 'bout if
I just send you such-and-such dollars for the three items I
won?" Sure, offer to combine items and save on postage,
but don't go beyond that. Politely apologize but state that they
need to honor their high bid in accordance to auction rules. If
a particular buyer becomes obstinate, stick to your guns (this
could be a test of your resolve) or cut 'em loose and move on to
the second-highest bidder.
Unhappy Harvey: Some people just can't be pleased.
Whether it's beefing about your sales policy, postage costs, or
the item they ultimately receive, some folks were just born to
be dissatisfied. If you sense this early in the transaction, you
might consider letting the bidder off the hook and avoiding the
whole deal at the outset. If you've already received payment and
are preparing to send the item, be painstakingly clear about
your shipping method, guarantees, and return policy. You're
blazing a paper trail here and you might need it if the buyer
simply cannot be pleased no matter what you do. In the case of a
return, it's sometimes best to take the item back (in the same
condition sent), refund the money, and avoid any further
encounter with the individual. Check the buyer's feedback
rating--he or she might have a history of this sort of thing.
It's OK to cancel bids from any bidder with a spotted past or
overall negative feedback rating.
The Deadbeat: For more specific information, see our
earlier dealing
with deadbeat bidders tip. In a nutshell, it's best to
establish a time frame for payment receipt up front,
communicating your option to negate the sale if it's taking too
long for the buyer to get in gear. You've got no time for
deadbeats.
Share
the Ownership
Remember, it takes two to transact--a deal can only be
successful when both parties are committed. As a seller, you
state your policies and methods up front--no surprises. If there
is concern or disagreement on the buyer's part, the two of you
have the option to negotiate a mutually agreeable
solution (you can also stick to your original policy if you
choose). Whatever you agree upon, though, is ultimately a deal
that's owned by both parties in the transaction. So long as you,
the seller, hold up your end of the bargain, there's no room for
the buyer to contest the agreement.
Diffuse
the Bomb
This goes back to one of the basic tenets of customer service:
kill 'em with kindness. While you should never be a doormat to
anyone, you can head off explosive situations by showing
understanding and a willingness to make the deal work. If a
buyer becomes irritated, quickly ask what the problem is--often,
it's nothing but a simple misunderstanding. If the buyer won't
settle down and seems bent on arguing with you, it might be best
to respond with, "Perhaps it would be better if we
cancelled this deal." Whether the buyer seemingly
doesn't like you or is trying a harsh tactic to weasel out of a
commitment, you're probably better off to cut this fish loose
and recast your hook elsewhere.
A
Word About Feedback
When things get ugly, most everyone throws out the threat: "I'm
posting negative feedback on you, champ!" Well, this
isn't necessarily an effective way to coerce ne'er-do-wells to
comply--it's really the last word after a bitter divorce. Post
negs if you feel you must, but expect them in return. Though you
shouldn't feel unjust in speaking your mind in the public forum,
take a moment to ask what the neg might truly achieve. Give it
some thought, then do whatever you feel will serve you best,
both now and in the future.
Rising
Above It All
Finally, if you have been through somewhat of a bumpy experience
with a buyer but the deal comes off smoothly in the end,
recognize that fact and thank the buyer for working with you.
Though we often would like to lash out at that hard-to-please
so-and-so, a professional manner always leaves you standing in
the best light. Chalk it up to the further development of your
customer management skills. And who knows, you might have taught
the buyer a lesson or two in the process.
Back to Auction tips &
tactics
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