I was packing up some eBay items this morning and I noticed I was running low on my package inserts. These are the little postcard sized notes I put into every outgoing package. One side of this note is a “Thank you for purchasing, please contact if there are any issues, etc” type message with the company logo, url, email address, etc. The flip side is basically a very nice version of the usual DSR spiel. “You may not realize this but eBay penalizes sellers for anything below 5 stars. . . we work hard to earn all 5 stars by doing x, y and z. . . so if there is any reason you feel you cannot give us the full 5 stars please contact us so we can make it right. . . etc etc.”
As I moved to my desk to write myself a note to order more, I paused. Should I order more of the exact same insert? I have been using this same insert every since DSRs were introduced and have been pleased with the results but, with the new changes, should I change it? If so, how?
After all, technically, eBay no longer penalizes sellers for less than 5 stars, only for 1 or 2 star ratings. But I sure don’t want to only say, “rate me whatever but don’t give me one or two stars!” Not only does it make me seem like I don’t care about their satisfaction, I would sure prefer to keep my ratings higher than average.
Am I obsessing over the details on this? Are you going to change the wording on your package insert? If so, how? If you don’t have a package insert or don’t sell on eBay, I accept hypothetical advice.
I have a good handful left so we can debate this for a little while before I really need to order more. 😉
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I wouldn’t change it too much, just some wording. I mean, yes, what you’re now thinking is “don’t ding me w/a 1 or 2” but I think the message should continue to be, “I work hard to please, give me a 5.” I guess it makes sense to wipe off the line about eBay’s penalizing you for <5, but honestly at this point I think the DSRs have been around long enough that you don't need to explain it anymore.
So how bout wiping out the first line, just going with "we work hard to earn all 5 stars by doing x, y and z. . . so if there is any reason you feel you cannot give us the full 5 stars please contact us so we can make it right. . ."
Maybe even change "if there is any reason you feel you cannot give us the full 5 stars please contact…" to "if you're not 100% satisfied w/your purchase please contact…" as that shifts the weight of the message to the buyer's happiness anyway.
Cliff
I wouldn’t change it too much, just some wording. I mean, yes, what you’re now thinking is “don’t ding me w/a 1 or 2” but I think the message should continue to be, “I work hard to please, give me a 5.” I guess it makes sense to wipe off the line about eBay’s penalizing you for <5, but honestly at this point I think the DSRs have been around long enough that you don't need to explain it anymore.
So how bout wiping out the first line, just going with "we work hard to earn all 5 stars by doing x, y and z. . . so if there is any reason you feel you cannot give us the full 5 stars please contact us so we can make it right. . ."
Maybe even change "if there is any reason you feel you cannot give us the full 5 stars please contact…" to "if you're not 100% satisfied w/your purchase please contact…" as that shifts the weight of the message to the buyer's happiness anyway.
Cliff
Well we do have the “if for any reason…please contact etc along with several ways to contact us”
I noticed, for the first time since DSRs were introduced, that my shipping cost DSR took a hit. My shipping costs haven’t gone up so I am wondering if people are just becoming DSR plea blind.
Well we do have the “if for any reason…please contact etc along with several ways to contact us”
I noticed, for the first time since DSRs were introduced, that my shipping cost DSR took a hit. My shipping costs haven’t gone up so I am wondering if people are just becoming DSR plea blind.
How about asking not to rate you at all? After all, it is voluntary.
Something like:
” It's against Ebay's rules to ask you what you rated us, and we regard this DSR system as dishonest and unfair and hurts our sales reputation we have worked very hard for.
Ebay has already admitted this and changed the way the numbers work, it is only trying to patch up a poorly designed program.
We would rather that you bring any problems to our attention personally than using a anonymous system that doesn't give the seller a clue of what needs improvement.
it is really the way it should be, we have sold the merchandise to you, ebay has provided the venue to sell online. We pay thousands of dollars to sell here-we should be the first to know if there is a problem with our transaction with you, just as you should be the first to know if there is a problem on our end regarding this sale and a resolution.
We first seek to talk to you , as ebay recomends, and work things out. Like wise it is just as prudent and effective to talk with us first.
We regard the DSR as a “talk to Ebay ” first feature, and it doesn't help to foster good buyer/seller relations in our opinion.
If you think there needs to be some improvement in our transaction with you, feel free to express this to us.No, please feel VERY free.
Thank you.”
I don't see any value to doing as you suggest, Robert. Having a lot of feedback is a great cushion against the random negative. People are more likely to complain than they are to compliment so reminding them to compliment is an important part of business.
How about asking not to rate you at all? After all, it is voluntary. nSomething like:n” It’s against Ebay’s rules to ask you what you rated us, and we regard this DSR system as dishonest and unfair and hurts our sales reputation we have worked very hard for.nEbay has already admitted this and changed the way the numbers work, it is only trying to patch up a poorly designed program.nWe would rather that you bring any problems to our attention personally than using a anonymous system that doesn’t give the seller a clue of what needs improvement.nit is really the way it should be, we have sold the merchandise to you, ebay has provided the venue to sell online. We pay thousands of dollars to sell here-we should be the first to know if there is a problem with our transaction with you, just as you should be the first to know if there is a problem on our end regarding this sale and a resolution. nWe first seek to talk to you , as ebay recomends, and work things out. Like wise it is just as prudent and effective to talk with us first. nWe regard the DSR as a “talk to Ebay ” first feature, and it doesn’t help to foster good buyer/seller relations in our opinion.nIf you think there needs to be some improvement in our transaction with you, feel free to express this to us.No, please feel VERY free.nThank you.”
I don’t see any value to doing as you suggest, Robert. Having a lot of feedback is a great cushion against the random negative. People are more likely to complain than they are to compliment so reminding them to compliment is an important part of business.