http://colderice.disqus.com/Ecommerce News and Video EducationenMon, 27 Oct 2008 01:15:37 -0000http://colderice.com/biz-minute-how-to-own-the-customerwtf/#comment-13381694<p>Absolutely Cliff, the golden rule hits the nail on the head. Thanks for the insightful comments. I always like reading what you write!</p><p>John</p>coldericeMon, 27 Oct 2008 01:15:37 -0000http://colderice.com/biz-minute-how-to-own-the-customerwtf/#comment-13381693<p>Hmm, Michael, we've had Janet...how far are we from a post featuring Tito and Jermaine?</p><p>"I'm sorry," is key. I think that's a big part of my eBay feedback. I've had two negatives in 8 years. I've screwed up a lot more than twice though!</p><p>I don't look to own my customers, especially being a niche seller. I look to be found, to service my customers, help them, fulfill their needs. I'd like and I'll accept their loyalty, but that doesn't come with any chains.</p><p>Regarding the shipping problems you mention near the end of the vid, I've seen and heard those sorts of comments too. Yes, if the USPS screws up it's not your fault...but sellers need to remember that it's even less the buyers fault. You are in a position of apologizing for your delivery service because you know what, you chose your carrier. You want to bitch back? Bitch to your carrier. All your buyer is looking to do is receive what they paid for undamaged and in a timely way. So I'm with you here, apologize. Make the refund where necessary. The good will pays off.</p><p>I've always tried to apply the Golden Rule to my sales, I create each listing the way I'd want to read it, I answer each email the way I'd want to be answered, and I pack the item up like I'm shipping it to myself. If there's a complaint I do all I can to understand it and empathize.</p><p>Thanks, John, good stuff!<br>Cliff</p>Cliff AlipertiMon, 27 Oct 2008 01:00:34 -0000