5 Tips on how to encourage positive feedback.
1. Be the first to leave feedback.
I recommend that as soon as an order has been paid for that you should leave feedback that is positive for the buyer.
This helps to improve the shopping experience for the buyer, it shows that you are handling their order in a prompt way and appreciate their business.
When you advise a client that they are a great / nice person you are already making it a little harder for them to feel comfortable about leaving negative about you.
2. Despatch quickly.
Again feedback is not just about the product but the buyers overall experience of the seller. If you can despatch orders quickly it helps build a positive and professional image of you as a seller. Making them more likely to be a repeat client.
Pack items well, always use new boxes, plenty of internal packaging and ensure only one delivery label / address is on each parcel. First impressions when opening a parcel count an old box with little internal packing is not going to create the impression you are looking for.
3. Keep the buyer informed.
When the parcel has been despatched – tell them. Provide details of the parcel tracking number, the carrier that is delivering the order and its website where the receiver can monitor their parcels delivery.
4. Ask for good feedback.
Every communication is an opportunity to ask for feedback and reinforce that you are a great professional company to work with.
You can finish emails with phrases like:- We aim to provide excellent customer care, please let me know how we are doing? etc.
This is both great for setting the impression of excellence in a customers mind and gives them the opportunity to raise queries with you before publicly publishing them.
I do not like auto reminders for feedback. So I suggest that you turn off the SMP reminders, as positive feedback is usually given immediately and the longer reviews take to be given the higher the likelihood is that they will be negative.
5. Give Great Customer Service
Respond to queries quickly and professionally. I always treat my customers as I would like to be treated.
Eat at home – that is to say buy products from eBay when you need them. Use the opportunity to see how other sellers operate. When you see a better way of doing some thing add that into your own operating system.
Positive feedback takes work, but once it starts you online reputation will become one of your biggest selling points.