Any suggestions on raising communication DSR?

[shari_nat]

I thought I was getting 4.9 for communication but my last 30 days score is 4.8.

Just wondering what others do and how I can incorporate new ideas.

Here is my usual communication scenario:

I send an invoice which includes a thank you for theirr purchase and details on shipping costs and time frame. It usually gets set right after the auction ends or the next morning.

Payment received notification.

Shipping notification with more details on expected delivery time.

For items that are not new, I include a handwritten note right in the package thanking them for their purchase and asking them to contact me if there are any problems with the product.

I answer all ASQ with a personal touch, within a few hours of receiving the question. No one word answers and always thank the potential buyer for their interest.



If anyone has any other suggestions I will glady welcome them.

Thanks!

Shari

[coxengines]

Yup, Susan,

I have something very similar to your sentence already drawn up for "May-Day" LOL! (when we can no longer leave negs).

I have not switched yet as I am still trying to decide if "holding out" for FB will get more FB than leaving FB first.

I don't mean better FB but just mere FB itself. It's a psychological issue but, yes, your version has been sitting on my hard-drive for a month or so and I do believe that, ultimately, the way you have been doing it can be quite empowering.

Cheers
Xena

[coxengines]

Dipmicro,

I have my listings set to automatically combine correct shipping and that seems to work really great.

Every item gets assigned a weight as well as a value class and from there an additional item shipping cost is derived.

The eBay system actually works quite well unless I forget to click on that feature when re-listing a particular item in my store - it then throws everything off when a buyer purchases that particular item.

Xena

[coxengines]

However, I refund shipping overpayments practically every single day.

It's the result from my SCO's. The eBay system sends US buyers a US and an Int'l shipping cost. 50/50 they pick the, higher, Int'l cost (most pay before I can invoice).

Have not figured out how to rectify this in my listings. I do include a big note to that effect when sending the SCO's but...

Xena

[dipmicro]

Every item gets assigned a weight as well as a value class and from there an additional item shipping cost is derived.

Can you explain how is this done?

Would it work for Lettermail/LightPacket/Small Packet too?

[coxengines]

Would it work for Lettermail/LightPacket/Small Packet too?

Almost 100% of my shipments fall into that category. Also, everything I sell weighs between 15 and 95 grams (packaged). I only use bubble envelopes.

The "values/classes" I assign are an internal thing and I proceed as follows:

First sort criteria:
Decide if under 2cm (light packet/lettermail) or over 2cm (small packet).

Light packets/lettermail, I charge $2.95/$3.95/$5.95 for CA/US/INT.

Small packets, I charge $6.95/$9.95 for US/INT.

CA is a conundrum, as we all know, and I charge $9.95 for an expedited parcel. Sometimes I gain, sometimes I lose, but with CP's delivery guarantee and subsequent aprx. 25% refunds to me, it all washes out in a month.

Second sort criteria:
Weight: Up to 10, 25, 50, 75 grams. 10, 20, 30, 40 cents surcharge.

Third sort criteria:
Cost: I add aprx. 5% of item value.

Then, I round everything up to either 29, 39, 49, 59 cents, etc. for each extra item.

It's not an exact science but seems to really work well for me. Sometimes the combination of items puts the package into the next CP weight class and what I charge falls short of actual cost (Int'l especially) but, more often, items are added to small packets (higher weight thresholds) and it's money in my pocket.

So far, never had a light packet claim and, at the risk of getting roasted here, can smugly say that I bank $300-400 in extra profit each month on a volume of apx. 300 shipments.]:)

Even if your items are bigger/heavier, you can adapt some system for your purposes. Important is to have a clear shipping cost for every item. Personally, I hate the shipping calculators and I assume that many of our buyers don't like the extra work either.

Nothing better than to have your item and shipping costs stand out clearly. Remember, you have about 6 seconds to hook the buyer.

Also, don't worry about EXACT shipping costs. Most buyers are conditioned to some flat fee or the other these days.

Judging by the amount of overpayments I receive each week, I am not so sure how much buyers even care as long as the amount charged is perceived as reasonable.

Xena

[dipmicro]

Do you somewhat explain the shipping charges to your buyers? You have pretty good Shipping Charges DSR so nobody questions they paid $2.95 for shipping and received a letter with $1.15 stamp on it?

I charge $2 for Canada and this used to be dead-on cost with bubble mailer for $0.35 and PayPal transaction fee for $0.55. Since then I got to order more mailers and get them cheaper and also PayPal decreased the transaction fee for Canadians to $0.29, so I guess I am profiting $0.35 on my lettermail shipments 🙂

[coxengines]

Nope, I don't explain at all. These are my shipping charges, shown up-front before they bid.

There is nothing wrong with charging actual cost plus a buck. It's on the low side of reasonable. Plus, everything is shipped (mostly self) insured.

In over 1,500 transactions, I got,perhaps, a half-dozen queries as to why shipping was so high, every single one from Canadians who could not believe that it costs more to ship within Canada than overseas (for packages over 2 cm in height).

Ever try buying something from any on-line store outside of eBay? Buyers are used to paying a modest fee for "handling" or whatever.

If you continually focus of getting shipping exactly right and worry about what your buyers will think when you "overcharge" by a very modest amount, then you are dwelling too much on the issue and you might find yourself having to justify your modus operandi, thereby drawing attention to the whole thing.

If you think that having super-low (or subsidized) shipping rates necessarily translate into good DSR's, have a look at the sellers with "free" shipping.

It's all about perception and if it is the buyer's perception that he/she received good value, then that will reflect in your DSR's.

Xena

[recped]

Nope, I don't explain at all.

Bingo!

Over explaining and justifying can bite you. There's nothing more that I hate (ok an exaggeration) then when somebody is selling me something and making money and then tries to convince me that they are not in it for profit.

I don't mind that they make money after all that's why they are doing it, just don't try to convince me you are doing something out of the goodness of your heart because you like me.

On the other hand there's nothing wrong with a brief explanation of how you are better/cheaper than the next guy/gal.

[ameroindustries]

momoftwingles2 . I do offer shipping discount but half the ppl never contact me to get it . As far as communication i really discourage buyers from contacting me . Its really alot of work anwsering 200 emails every morning (and its annoying) so the fewer the better if i lose a point oh well i gain a bunch of time i really like time 😄

Im frankly not to worried about Dsr . When your mass selling you cinda level off at a some point well atleast i think so its all a sick game to me anyways 😄

Thanks

[coxengines]

As far as communication i really discourage buyers from contacting me

HUH???

[momoftwingles2]

Hi Xena,

My sentiments exactly! I guess when you get to be a really big power seller then you don't have to offer customer service. *LOL*

Susan
momoftwingles2

[coxengines]

And the likes of us spend all this effort in ensuring that as many potential buyers as possible contact us - it's an opportunity to respond and "sell" them on something.

Many sales for me begin with questions that some sellers would consider stupid. IMO, there is no such thing, only stupid answers.

I try to turn every email received into a sale. Last night, someone inquired about a product we don't carry. Did some research for the fellow and sent him a link to a competitor who had the product in stock and, this morning, I see he bought 8 items from my store.:-)

Happens all the time. Buyers like to be acknowledged - don't we all?

Xena

[momoftwingles2]

Hi Xena,

I most certainly agree with you! 99% of the buyers who contact me with a question about the items I sell or shipping return to buy. It's a great way to get know your buyers.

I didn't have a specific item in stock the other day..a discontinued die from Sizzix, but helped a buyer find it at a reasonable price from a seller on eBay.uk.

The buyer also returned to my store and purchased 5 dies. I truly feel that a little bit of kindness goes a long ways. And, it's through sincere communication that one's buyers know that it's safe to share your ID with others. Great networking!

Susan
momoftwingles2

[ameroindustries]

I hate questions the less the better . I ignore as many questions as possible (that arnt important or that would lead to new sales) or give really short anwsers or ask a question if i dont know the anwser just hopeing they wont respond . On top of that i only anwser questions 1 time every 24 hours 😄

Every morning it takes me 2-4 hours to anwser questions .

To think im gonna double my sales in the next 4 months gosh ill be anwsering questions all day long ... uggg.

[dipmicro]

central, perhaps you could hire an assistant that would answer the questions.

[coxengines]

Each to their own, central....

DHL locally no longer hands out their phone # here since 2003 (town of 12,000). They told me too many customers call them and it disrupts their flow of business.

Then, they decided to curtail Saturday deliveries. Next, they closed their office from 12:00 - 13:00 hrs (for lunch). Shortly thereafter they decided that they would no longer deliver packages to locations more than 5km from their depot (one has to go to them for pick-up).

"It's all way too much work" as the employee explained to me.

Last year the owner complained to me (during an unrelated social function) how bad business was and the whole courier business was going to the dogs.

I tried to explain that he has created all of this himself, to no avail. "The economy in BC is just terrible" was his explanation.

2004 is when I changed to a competing courier service. They are rocking busy! And I have the driver's cell phone #...]:)

You know, central, the difference between a major PS and a smaller operation is the "thump" that the major PS makes when he/she hits the ground - it's way bigger LOL!

Nontheless, hope you are doing well.

Cheers
Xena

[westernstargifts]

From Post 22.

However, I refund shipping overpayments practically every single day.

It's the result from my SCO's. The eBay system sends US buyers a US and an Int'l shipping cost. 50/50 they pick the, higher, Int'l cost (most pay before I can invoice).


Hi Xena,

I had this problem too when eBay started showing the international price first before the U.S. price. I just changed it around so that the US shipping cost is listed first. Since I did that I haven't had to refund any money to US customers.

Judy

[ameroindustries]

Ya but common they give you 98% or higher feedback to keep ps status up till now hate to see what type of customer service you would get with a pS who has 98 . like not to say that my customer is right awful im very friendly and do try my best its just common 200 questions every morning uggg and some of them are really dumb . Guess it goes with the sales 😄 Im not complaining im paid well for what i do .

Thanks
shawn

[ameroindustries]

LOL i cant spell lol that's what you get when you cant get past grade 9 LOL

[coxengines]

Judy,

I have it set that way (US before Int'l) but it still happens all the time.

I have done my store listings with Auctiva and will now list auctions that way as well. Perhaps the issue will go away (wishful thinking)?

I get buyers winning auctions, paying and then buying in my store and paying shipping all over again (my settings permit them to change shipping cost at checkout).

Some buyers buy each item separately in my store, pay, buy another one, pay, over and over; each time paying full shipping.

Then, I have a couple of regulars who win auctions pretty well every week and overpay shipping every single time, despite my sending them a reminder email each and every time.

Refunded 2 again this morning, both buyers whom I had refunded earlier this week on other purchases... sigh... Sometimes I'm tempted to say "thanks for the tip" LOL!

Xena