(It’s not you… it really is them!)
Feedback is always a contentious issue when it comes to selling online. As a Seller your business can easily be adversely affected by one or two neutral/negative ratings, which tends to be unfair and unreflective of the good service you usually provide.
If an individual customer has a ‘bad’ transaction with you, they will, more often than not, leave feedback that reflects how they feel abut it… this can be frustrating if you perceive it to be unjust, but, short of getting buyers to remove comments, there is not much you can do but live and learn.
Amazon does acknowledge that around 1% of customers have unrealistic expectations when purchasing used books, but unwarranted feedback can be hard to accept all the same.
So, this week, I decided to research some comments left by customers on Amazon to give you an idea what you’re up against. Most of these comments are patently unwarranted but, as you know, ‘there’s none so queer as folk!’
Condition appears to be one of the main disappointments for customers. The problem being that ‘condition’ is quite subjective. Thus, from a Seller’s perspective it is definitely better to err on the side of caution!
Another disappointment is the length of time the product takes to arrive. It’s always best to post ASAP and, if possible, via 1st class, in good packaging:
Another annoying adverse comment is when you are held responsible for matters which are totally beyond your control:
Sometimes customers do not read the product descriptions and thus you bear the brunt of their misunderstanding. Of course it could well be the sellers mistake – in which case you would hope a customer might contact you to explain your error before leaving feedback, that way at least you could try and rectify the situation:
Although, sometimes it seems that even if you do try and put things right, customers can still leave adverse feedback!:
Perhaps most annoying is receiving adverse comments for GOOD service:
The best I have saved for last (in truth, it is eBay feedback but it certainly amused me and I hope it does you too)…
‘Can’t really comment, never got to use it, dog ate it!’