This should be interesting… I’m on a road trip to Detroit, so I am going write this post from my phone.
Have you ever delt with an angry customer on Ebay? Verbally attacking you through email, or accusing you of outrageous things. This happens to every eBayer at some point in your career. So how do you work with customers like this. Well its easier than you think.
To start, let me tell you a quick story. Years ago, when I was an eBay newbie, I was relaxing with my family on Christmas eve. We just got done opening our traditional Christmas pajamas, and put Jack to bed. I hear a notification go off on my phone, so naturally, I check it. It was from an eBay customer who I had sent a video game to weeks prior. I’m thinking its gong to be a nice email letting me know how much her son loved the game. Boy was I wrong. It was a 500 word email letting me know how bad of a person I was. She called me every name, used every curse word, and even said she was going to sue me! Apparently, she gave this game to her 30 year old son, and when he opened the package the game was missing the cd.
This really got to me. I was shocked at the words she used over a $14.99 game. Amy immediately noticed that I wasn’t being myself, and asked what was wrong. After explaining the situation, she offered some advice that changed the way I deal with customers like this. She said “Tristen, some people have nothing better to do than ruin the happiness of others.” That simple sentence really made me think. This is how I responded:
I’m so sorry that your game was missing inside the box. I had no idea that the game was missing since the box was sealed. I will be more than happy to refund your money or exchange the game for you. Please send me back the packaging, and again, I’m sorry for the inconvenience.
My initial reaction was to write back to her and tell her what I really thought, but I realized that I am running a business, and customer satisfaction should be my number one priory. This customer sent the box back with a note apologizing for her message. She also bought two more games from me.
This brings me to my point. There are always going to be customers out there who are not satisfied, but its how you react to the customer that makes the difference. Some eBayers have a hard time doing what is best for their customer, and their business dies because if this.
Keeping it professional no matter what the situation is will keep your business going. You don’t always have to give in to the buyers request, but don’t get snappy or the customer won’t be happy!
What are some of your eBay customer horror stories? Comment below.