topic Re: How Rude in Selling

How Rude

clubesquire — Wed, 06 Dec 2017 01:52:30 GMT

This has come up on other like forums and opinion is divided. We've never, before now, had an issue with it. Basically I keep in close contact with our customers in this order, briefly .... thank them for their purchase and advise when it will be shipped (same day usually); advise tracking number when done and finally when they leave nice feedback I thank them again for making the effort and wish them well. There is no solicitation for further orders, or anything like that. I couldn't do that. It's just a very quick thank you message.

It has always worked to our advantage and we've formed some really nice seller/buyer relationships.

Mail received overnight after thanking someone for their feedback (and it was lovely feedback), some 4 weeks ago, "You've made your sale and made your money, now **bleep** off."

I am truly shocked and bothered by it. It defies the original very nice feedback. I'm feeling I won't bother to thank customer's anymore. I'm not game respond and ask why the animosity.

Its hurtful. Why are some people so unkind?

Melina.

Re: How Rude

Anonymous — Wed, 06 Dec 2017 01:56:53 GMT

Sadly some people just think everyone else is as rude and up themselves as they are

You're a good egg, don't let nasty little people get you down

Re: How Rude

bubblegh — Wed, 06 Dec 2017 02:07:21 GMT

That's really sad, sounds like you went took great care in how you treat your customers. Don't let one person change you. You said you made some good relationships through what you were doing. It's just one person who probably treats everyone that way and probably doesn't have many friends as a result.

Re: How Rude

kopenhagen5 — Wed, 06 Dec 2017 02:08:50 GMT

Don't take it personally as it's not directed at you.

Seems like someone just sick of marketing bombardment and have thought your message was that.

Re: How Rude

digital*ghost — Wed, 06 Dec 2017 02:51:51 GMT

Just to clarify, is that 3 separate messages over the course of their purchase?

I'm not condoning the buyer's response, but I can kind of understand where it came from if your follow-up is continual from purchase to FB.

I'm not criticising that btw, as I used to send messages manually following purchases as well, but for some people it can feel intrusive because non-automated messages are more demanding of attention / response, so a good rule of thumb I found was thay if they didn't reply to the first message and indicate they appreciated the one on one attention, I wouldn't initiate contact again.

Re: How Rude

clubesquire — Wed, 06 Dec 2017 03:49:09 GMT

Thanks everyone. You're right, it's just one person. I'm feeling better. Just sad.

But I think the good advice is, if they don't respond after the first, don't bother with any more. It's a totally different era and way of doing business today. I'm slowling starting to understand that some of the niceties and decorum of the past are exactly there - in the past! Sad really.

I've just rejigged my initial message now, thanking for their purchase advising when it will be sent, and advising tracking will be uploaded to eBay.

Thanks for your kind response.

Melina.

Re: How Rude

kopenhagen5 — Wed, 06 Dec 2017 04:19:19 GMT

Also keep in mind, as well as your messages eBay send their emails at every stage also.

1. You have purchased....................now it's time to pay.

2. Your order is paid and confirmed.

3. Your order has been posted.

4. Leave feedback for the following purchases.

So with your 3 and eBay's 4, that's 7 emails for one transaction. Plus PayPal's one that makes 8.

Re: How Rude

springyzone — Wed, 06 Dec 2017 04:26:03 GMT

I can understand how it would be hurtful & the buyer should have just resisted the urge to reply at all.

The only thing I would add though is that i as a buyer would be quite surprised to get a thank you message a month after I had left feedback.

Personally I wouldn't send any messages to thank people for feedback. Someone else suggested just one message to thank them for their purchase & advise them their item was on its way. I'd go with that. One message is enough unless they respond or ask a question and there is a reason for a second message.

Re: How Rude

clubesquire — Wed, 06 Dec 2017 05:52:41 GMT

Sorry Springy, I didn't explain myself well. One of the reasons I was so surprised is that all of this happened 4 weeks ago, just a couple of days under - that is, feedback left and my thank you sent. It was only last night though, that I received the 'poff' mail.

hehe!! No, I don't leave it that long to speak with customers. I don't think we'd be around too long if I did.

Melina.

Re: How Rude

the4masters2013 — Wed, 06 Dec 2017 06:38:30 GMT

Just keep up your good work. You have great customer service skills so don't let one person get you down.
I'd be happy if my buyers would just leave feedback for me!! LOL

Re: How Rude

kopenhagen5 — Wed, 06 Dec 2017 11:30:31 GMT

BTW Melina, many thanks my little package arrived and I think you accidentally doubled my order.

5 stars all the way.

Re: How Rude

springyzone — Wed, 06 Dec 2017 12:05:04 GMT

@clubesquire wrote:
Sorry Springy, I didn't explain myself well. One of the reasons I was so surprised is that all of this happened 4 weeks ago, just a couple of days under - that is, feedback left and my thank you sent. It was only last night though, that I received the 'poff' mail.

hehe!! No, I don't leave it that long to speak with customers. I don't think we'd be around too long if I did.

Melina.

I'm not often surprised but that has surprised me.

That someone would reply like that-almost a month after receiving your message. I've heard of people not wanting to be too hasty in their responses but that's ridiculous.

Sometimes on forums I've seen some really weird posts & been stumped as to what on earth could have triggered it & most times it has turned out the person has been drinking. Just saying.

All the signs are there- too sozzled to even notice your message was a month old, grumpy like a bear with a sore head.

Don't let it worry you. At least it's turned out in the perfect order for you. Wonderful feedback, nasty private messages. Much better than the reverse.

Re: How Rude

clubesquire — Wed, 06 Dec 2017 21:38:28 GMT

Oh I've settled and actually had a bit of a chuckle this morning. After reading some of your responses I think he might be one of those that check email every so often and when he did, as you say, he was bombarded with both mine and eBay messages. I can understand. Or, he was sozzled - lucky him .... lol.

Hi Kopes. No, I think you overpaid. Naughty boy. Thank you for all - lovely.

All good now. I've had my glass of concrete.

Melina.

Re: How Rude

lane-ends — Thu, 07 Dec 2017 07:13:34 GMT

I get jack of the quantity of emails generated by ebay purchases. I dont buy a lot, but I can imagine those that do buy a lot will get absolutely flooded and they probably get overwhelmingly sick of it. Odds are it wasn't just you that got this, they just had a hisssy fit and bulk replied to them all.

Re: How Rude

justkidzbiz — Thu, 07 Dec 2017 11:47:18 GMT

I used to do the same but now to save from "bombarding" (as was once described to me) buyers with multiple emails, I put it all in the one email. Thank you for your purchase, tracking number' if you're happy please leave feedback....etc. Don't forget buyers will also get the automatic emails from eBay, on winning an auction, payment reminders, another once postage /tracking is imitated.

Re: How Rude

justkidzbiz — Thu, 07 Dec 2017 11:48:27 GMT

Rive also had buyers who mark low 1/2 stars for communication. So either way you can't win?

Re: How Rude

digital*ghost — Thu, 07 Dec 2017 12:04:59 GMT

@justkidzbiz wrote:
Rive also had buyers who mark low 1/2 stars for communication. So either way you can't win?

This is why at the end of the day, sellers need to run certain aspects their businesses how they prefer to, regardless of the odd feedback here and there that it has upset someone in some way - there are some things where no matter what you do, it won't be in line with some people's preferences, so far better to do it the way you want and continue to attract the clientele that appreciates it, than try to do it every which way, or to constantly change practices when someone indicates they don't like something.

Re: How Rude

chameleon54 — Thu, 07 Dec 2017 12:05:46 GMT

I dont even read the ebay email messages, but the missus gets grumpy about having to delete them all ( unread ). Many people just want to buy stuff, have it sent in good time and move on. It is just an online financial transaction for most people. The ebay community thing died a long time ago.

I reply to all messages from customers and send a brief message if I have refunded part of a payment for combined post or other minor irregularities but thats it. I dont send any other messages and my communication stars never change from 4.9, so most buyers must be reasonably happy with that.

I dont get upset if sellers send me a message or two, or slip little notes in with their parcel. Everyone to their own, and I know some people like that sort of thing, but if I get a number of messages it can come across as a bit intense.

It probably depends a lot on your target market and type of people who buy your products. My customers are practicle, busy blokes who havnt got much time for little thankyou notes. If I was selling perfume or hand made jewellery, it might be completely different.

Like all things on ebay, you have to find what works best for you.

Re: How Rude

kitschkoven — Thu, 07 Dec 2017 20:52:46 GMT

I agree, the culture of Ebay in general these days is about exchanging money and getting/selling items. People seem to have forgotten that there is a fellow human at the other end of the transaction.

That definitely was an unnecessarily rude reply to the OP. OP, you just keep on being you. We need people like you who haven't forgotten that manners and being nice cost nothing and keep our world turning.

Re: How Rude

clubesquire — Sat, 09 Dec 2017 00:34:27 GMT

Ah! The mistakes one can make. 8 pieces of mail, as Kopes points out, it's too much.

Im a buyer too of course and have a habit, good or bad, of ignoring the automated eBay mail. But, I always respond to what I can see is seller mail.

I've amended things and I think, as someone pointed out, if they respond to your original mail it's an indication of a wish to be communicative, otherwise leave it alone. I'm sure now that the buyer has gone to the computer and copped it all at once. No wonder.

youve all helped again. Thank you.

Melina.