The Importance of Feedback (1)

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A few months ago I had a disaster.

I received six (yes, 6) negative feedbacks in a period of 2 or 3 weeks!

I had prided myself on 6,000 positives and 0 (zero) negatives so it was a shock, to say the least.

What had gone wrong?  Well, I sell a small item, lots of them, and I had always used the Royal Mail’s normal letter rate.  For 2 days the Royal Mail decided that they should have been sent as ‘large letters’.  They were wrong.  I had letters checked at the local Post Office, they were ‘normal’.

However, the damage had been done.  There was an immediate reduction in sales and it took a couple of months for the position to improve.

How we react to negative feedback is important.  Once the damage has been done, and if the buyer will not withdraw it (2 of mine did) all you can do is to try to minimize the damage.  These are true examples of negative feedback from fellow sellers and how they reacted;

Feedback; Did not say in the item description anywhere the ******* was a minature version

Reaction; Er Nothing.

Another one.

Feedback; No ******** DVD the case was empty!!!! heartbroken, Fraudsters

Reaction; THIS WAS ADDRESSED AT THE TIME. GET A LIFE!

Another;

Feedback; I needed to pay extra postage!

Reaction; Refund given, excess postage came as a surprise, after 4 years without a problem

Which reaction gives you the best impression of the seller? (Hopefully, the last one as it was mine…..)  I happen to know the product in the first case.  There are 2 sizes and the model number in the listing was fopr the normal size. i.e. the seller was selling the wrong product! The second reply is just awful!  At least with mine I showed what I did to rectify the problem (a full, no quibble refund) and tried to explain that it had never happened before (but then it did, 5 times as I said) .

However peed off you feel at the feedback, however unjustified think about what you need to do.  If you can not get the feedback withdrawn with the agreement of the buyer then your aim has to be to reduce the damage to your reputation and reassure potential buyers.

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