Hammered on communication AGAIN!

chemical.galaxy

My product is good, my dispatch time is same/next day, and I offer free p&p - why do people feel that they have to give me low DSR on communication?!
I leave feedback as soon as item is posted, saying 'item is on it's way'.
I always answer emails quickly.
And I have an ebay shop which is supposed to send emails for me.
So why have I got yet another low DSR on communication - that makes 4 now, in danger of losing TRS!
Tempted to work out who it was and block them! may take a while...

the_lunatic_is_in_my_head

You can customise the emails eBay send on your behalf here:

http://contact.ebay.co.uk/ws/eBayISAPI.dll?ManageBuyerCommunication

Personally I would turn off the payment reminder, if a business put details of the customer's right to cancel on the 'Buyer Checks Out' message, if not a thanks for buying message. For dispatch I put a standard message but change it each day with the correct date informing items are being posted and any problems get in touch.

Mainly comms is about tone rather than quantity, if buyers are just getting the standard eBay emails with no personal message they may not view this as comms and then mark you down.

That said I have 23 lows for comms over the last year, some months a few, some none at all and comms stays exactly the same, even with the eBay changes it's still basically the same, this suggests to me it's one of those aspects where you can't really stop everyone leaving a low but the above suggestions may help reduce them.

chemical.galaxy

Thanks.
It is frustrating as I was fine until Ebay decided to change the system and send emails out.
My communication still is at 4.89 - but now there is a little yellow flag next to it

Crowqueen

Make sure you are as friendly as possible.

Make sure your listings themselves are open and fair and you don't appear to be hiding behind lengthy terms and conditions. That's communication too in some people's eyes.

I send a nice friendly "thank you for buying, I just posted your item" email and leave it at that. eBay spam is now at apparently ridiculous levels so all you need is a bit of a light, personal touch, as well as an open and legally compliant returns policy and that will put buyers at their ease.

The last thing you want is for your frustration or displeasure at some of your customers damage your PR. Also check you are not replying badly to adverse feedback or to people with problems about an item. They are already upset, no need to make them think you don't care and ding your comms star.

I know it sounds simple and patronising, but I would be worried about 4 low marks and taking steps to re-assess how I was communicating. I was told off at work once for being too friendly to customers so maybe something actually needs to be scaled back rather than scaled up.

You will also have the grace period re: TRS, I don't know how that helps.