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Forgive All Ebay Sins!
by: Robert C. Potter
Over the years, I have been amazed at the “blinding” greed and reckless approach
to commerce that some business owners have employed. Lying to customers, selling inferior merchandise, and not offering refunds, left a firestorm of irate customers in their wake. Without fail, all of this “ill will” led most businesses to bankruptcy, and in some cases, Federal Prison.

I realize that not everyone engages in “business criminality” that rises to the level of fraud and incarceration. Most people try to be good stewards, and approach their enterprise in an honest and forthright manner. For those of you who own thriving business concerns you already know that in most cases the customer is always right. You make sure that you communicate effectively, refund monies if the buyer is truly unhappy, and try to meet the needs of the people who buy your goods or services.

However, there are more than a handful of Ebay sellers that are of the mind that customer service and effective communication is not something that they need not participate in. Take the case of a woman named Barbara, (Nickname: BobAnn) who recently posted her disappointment on the Ryze Business Network:

Quote:
Barbara Cerda wrote:
Greetings Everyone,

“When will sellers on Ebay understand that customer service is key? And when will Ebay sellers learn using customer friendly approaches can only make their business grow?” Again today I've bought from a less than friendly seller.

Thought I was placing a bid and instead bought the item at the buy now price. Of course the seller refused to allow the retraction, nor was I allowed to place a bid. I always pay for my winning bids immediately upon email confirmation.

And did so in this case. But it would have been customer friendlier for this seller
to accept my retraction to be replaced with a bid. He would have gotten repeat business from me and my friends. His "Buy Now" price is 30% over the retail price for this item. Lesson learned by me again - that there are way too many sellers on Ebay out to grab a buck and the hell with fair practice. Lesson learned yet again.”

BobAnn
End quote…

The operative phrase here is “repeat business from me and my friends”. There is no better endorsement of your product or service than word of mouth advertising. Lack of flexibility on the part of the seller, not only cost them one customer, but also destroyed the possibility for future business. Good news travels fast, but bad news travels faster!

As an auction seller, (Ebay auction ID: LevelBest77) I would have accommodated her request right away. And while I have never had anyone use “Buy It Now” by accident, I have had several people over the years ask me to retract bids. The number of people who have made that request can be counted on one hand! Some, did not even understand the process, (bid retracting) and I was more than willing to guide them through it.

People make honest mistakes, and you should never “abuse” a buyer for doing so. If you plan to get into Ebay auction selling for the long haul, always practice good will toward your customers. Unless someone is totally unreasonable, and you have done everything in your power to accommodate their request, never deny people the ability to change their mind, return an item, or retract a bid! Developing good will also requires that you anticipate customer needs…..

For instance, I had a few overseas customers bid on a wireless router. This particular item needed to be powered with a Universal Adapter, since voltage requirements in France and Australia are obviously different from those here in the United States.

I made this abundantly clear to both bidders before they sent me any payment. The purchase of such an adapter, not to mention the shipping price, would have doubled the US retail cost. I told them that they could probably get the product cheaper at their local electronics stores. Without hesitation, I let them out of their obligation to pay for the item. I then contacted the next highest bidder and offered that person the chance to make the purchase.

Both bidders thanked me for my honesty. They had forgotten about the electrical differences. I could have ignored that little detail, and sold them the item anyway. I just had to put myself in their situation. Think of how frustrated they would have been if I did not reveal that information. Buyer’s remorse would have set in quickly, once they realized that they could have purchased the same item for a lot less in their native countries.

While the benefits of these actions may not have an immediate effect, you can be sure that should I ever have another “item of interest!” these two gentlemen would not hesitate to purchase from me. They can count on me to accommodate their needs, instead of catering to my wants. Creating this type of good will instills trust, and the knowledge that you have the customers best interest in mind.

“Me thinketh thou doth protest too much!

Do you accentuate the positive? Or, do you run on negativity? Negative Ebay feedback is a tool that everyone should use with restraint, or not at all. As a rule, I never leave negative feedback. Unless someone has blatantly lied about your product, or attacked you personally without merit, then I would not leave any feedback in the “minus” side of the isle!

“Flame” wars are not pretty. I have seen a lot of unnecessary back and forth “banter” that could have been avoided, if they (the seller) just resisted the urge to make their “two cents” known. Sometimes it gives customers the impression that you are more concerned about arguing, then conducting your business.

I have also witnessed seller feedback that has included some pretty foul language. Engaging in this type of verbal sparring is not much of a confidence builder either. It is more telling of what you are, then about revealing the sins of your customers. Don’t go out of your way to register a negative response if you can help it. Heed the sage advice that our Mother’s use to tell us: “If you can’t say anything nice, don’t say anything at all!”

“What we have here is a failure to communicate!”

Communication with your customers should not amount to the sound one hand clapping! Bottom line, if someone e-mails you with a question--answer it! Here is an example of the type of feedback I obtained by doing just that……

“He was very Helpful and cooperative in answering questions. Follow-up: Will DEFINITELY use his services anytime he has items of interest! Great Seller!”

The gentlemen who left this positive review, wanted to know about some of the particulars of a “Mickey Mouse” clock I had up for auction. His wife is a collector
of all things Disney, and thought it would be a nice surprise for her birthday. The
clock, to say the least, was in sad shape. It was incapable of keeping time, and the
only part of it in working order was the second hand. I thought for sure that he would be disappointed with the item despite full disclosure of all of it’s imperfections.

To my surprise, not only did I receive positive feedback, but he also told me that his wife absolutely loved it! In this instance, one man’s junk, truly, is another man’s treasure! I never thought this item was worthy of any praise! The time it took to answer his questions—all of five minutes!

I know that some of you will say that I am not being realistic. You just can’t answer e-mails all day; “I have a business to run!,” you might proclaim. If you plan on making a living on Ebay, then you better think about hiring someone to help you answer your daily inquires if it is just too overwhelming. If you specialize in a particular product, set up a Frequently Asked Questions page to any Auto-Responder.

If you use Ebay on an infrequent basis, and have less than thirty listings a month, then you really don't have any excuse not to provide great customer service and e-mail communication. You shouldn’t be inundated with questions regarding that many items, unless the product you are selling is technical in nature.

If you ignore your customers, they will go away. Good customer service should be woven into the fabric of every good business. I cannot overemphasis the importance of this issue. I continue to be perplexed by the fact that it is last on the list of business priorities for some Ebay sellers!

Will good customer service and communication alone make you rich on Ebay? That would be a resounding "no”. You will have to understand your market, and provide products that the Ebay community will bid on consistently. There will be “bidders & buyers” out there that will make mistakes and commit some auction sins! Forgive all Ebay sins and you will be rewarded with happy, repeat customers!






About the author:
Robert C. Potter is the author of “The Ultimate Guide To Products For Resale.” Over 300 Wholesale & Surplus Supply Sources, For Ebay Auction Sellers,
E-Commerce Websites, Flea Market Vendors, and Retail Store Owners! You can find his ebook here: http://www.productsforresale.com






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Business Plans - What Do They Include?
 by: Kevin Erickson

Ok... so you've finally reached that stage in the development of your home business to get started. You've done the research, you have a game plan and you're ready to go except for one small detail... you need money. Whether it comes from a loan or from investors it doesn't matter but you need a good dose of seed money to put all your hard work and planning into action. However, regardless of who hears your money pitch before they give you a dime they will want see your business plan.

Business Plan - What Is It?

A good way to think of a business plan is that's it's a document that provide answers to the type of questions anyone who may provide financing would like to know about your home business. You will not get outside funding without one, because the people giving you the funding will insist on one because it helps them to know that you’ve thought through what you’re proposing to do. A business plan says to them... "I’ve considered this from every angle, and here’s what I’ve come up with".

Business Plan - What Does It Include?

What is your product or service? This is the first question every business plan should answer. You must explain in the clear, concise language what in the world you plan to produce or what service you plan to provide. You will also want to include why you've chosen this particular product or service.

Who are Your Customers? After you've explained your product or service, the next step is to identify who you plan to sell your product or service too and why. The demographics (age, sex, language, country, state or city, income, etc.) You need to clearly identify your customers in order to properly target your advertising, packaging, pricing, et.

What Makes You Different? You need to identify the "primary factors" that will make your business different than other businesses you'll be competing with. What niche are you filling that they are not or what do you plan to do to fill a particular void in the market that you've identified?

What are Your Expenses? Your start-up expenses include any equipment that you need before you can get up-and-running, while your day-to-day expenses are staff costs and supplies.

Following is a Simplified Example of Business Plan

This a a simplified and shortened version of a business plan. In the real world... each one of the following sections would be 1 - 2 pages in length. That being said... in most instances it's better to be as brief as possible. Only add information if your potential backers request it. It's a bad idea to go into too much detail in your plan. You’re not trying to explain everything down to the nth detail, just the basics of the business and why they should give you the money you need to launch it. And always focus on profit.

Catering Plus

Nature of Business: The business will be a home-based catering company, producing luxury food for special occasions such as birthdays and weddings. We will provide a comprehensive catering service, while specializing in high end customized cakes, which have a higher profit margin than other foods.

Target Market: Our catering business will be aimed at middle-class customers who desire a top-of-the-line catering but must operate on a budget. Our initial market area will consist of Mytown and the affluent area of Theretown.

Key Factors: We will only use commerical grade ingredients purchased from wholesalers and provide top quality design and service. This will allow us to provide food that looks tastes great, while keeping costs as low as possible.

Expenses: Beause I will be using my kitchen and making the food myself, there are only two real expenses: The purchase of an industrial grade mixer and then the day-to-day cost of supplies. I've attached a suppliers’ letter listing prices. Our research has shown that this supplier offers the best value for start-ups.

To wrap it up, you should include a breakdown of both projected profit and loss per month (in graph form)for the first year in business. Show one-time and day-to-day expenses versus projected profit to indicate how you will pay-off your loan. Your business plan should show you making enough of a profit each month to live on – if it doesn’t, then it may be considered unfeasible.

Study a Few Real-World Business Plans

The best way to get a real a feel for the dos and do nots of a business plans is to find real-world plans that have already been approved and study them. A good place to start is the internet. Once you’ve studied a few, you will get a better feel for how much work will be involved in putting your business plan together. Remember, until your business exists for real, the business plan is the only tool you have to sell prospective backers on how great your business is going to be



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