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So about a month ago I started selling on Ebay again after a long hiatus. Everything was going good and I even imported a product from China and have been selling it. Quality was great but I wasn't checking each one before shipping.
Yesterday, I received an email from Ebay saying that a customer had opened a complaint that his item was not as described. My perfect feedback record was going to be ruined I though. The complaint was that the item was missing a screw. This is more of a cosmetic issue than anything but an issue non the less.
What I did was steer them pick the option that I wanted them to by simple persuasion. I gave them three options:
Take Away: By laying out options in certain ways you can highly influence the persons decision and make it benefit each of you.
NOTE: If this had been my brand, and not another, I would have probably automatically sent him another without requesting the other back. This can create a loyal and vocal customer.
Yesterday, I received an email from Ebay saying that a customer had opened a complaint that his item was not as described. My perfect feedback record was going to be ruined I though. The complaint was that the item was missing a screw. This is more of a cosmetic issue than anything but an issue non the less.
What I did was steer them pick the option that I wanted them to by simple persuasion. I gave them three options:
- I can send the screw: I didn't want to have to go to the post office to send a tiny screw, plus they have a special head that needs a special bit. Win for him, lose for me.
- He can send the item back and I can send a new one: This cost the buyer money, me money, and was a lose for both of us.
- BUT WAIT! I told him that there was a third option of getting a partial refund: Customer had to do nothing and I just had to make a click. There was very little time involved so it didn't cost me money.
Take Away: By laying out options in certain ways you can highly influence the persons decision and make it benefit each of you.
NOTE: If this had been my brand, and not another, I would have probably automatically sent him another without requesting the other back. This can create a loyal and vocal customer.
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