What I learned from Chic-Fil-A
Posted on 19. Jan, 2010 by Brigitte in Uncategorized
Hello there, I just recently returned from a trip through the drive thru at Chic-Fil-A which is a sandwhich place here in California (they’re fabulous by the way.) It’s pouring rain out here as some of you know and it’s just a mess.
I rolled down my window to pay and rain came flying through the window all over the inside of my car door. The gal kindly gave me my order and said, “Here’s a towel to wipe down your car maam. Enjoy your meal and have a nice day!” Boy was I am impressed. And grateful!
What’s this got to do with eBay? Everything. As most of you know (or should know) eBay assigns you a score for your feedback. You need to stay in the 98% range or are penalized in the search results. (see requirement chart here.) So, good customer service, good shipping , etc is a must.
What Chic-Fil-A did was EXCELLENT customer service. So good that I’m talking about to you on the internet! It left me appreciative and wanting to tell everyone about it. The same goes for your eBay business. The little things that some think don’t matter really do. Things like “thank you” notes in your package, any other extra’s like nice tissue or a small gift. Friendly emails are a must too and so much more.
What do I do? I have a flyer that goes into all of my packages that is not only a “thank you” but explains to them WHY they should leave me five stars for feedback. I remind them that I only charge actual shipping. That I took the time to package their item well. I also throw in a packaged mint that says “thank you” on it. (Get your own ”thank you” mints right on eBay here. )
I tell them that if feel they cannot leave me five starts then they are to contact me right away so that I can make it right. A nice little touch that goes very far. I often get emails just to tell me how much they love it!. This puts them in the good mood that Chil-Fil-A did for me today.
So think twice about your packaging and customer service. It WILL take you far in your eBay business.
Lois Dupre
19. Jan, 2010
YES!
Costumer service is so important!
I also wrap most items in nice tissue paper and write thank you Lois on the invoice.
I also remind them about how important the 5 stars are to us.
I like the candy idea, have not tried that one yet.
Most of my customers are a one time shop as the antiques and collectibles are so varied.
I do a new jewelers loupe that gives me repeat customers so maybe I should try the candy on them.
Thanks
Lois
Brigitte
19. Jan, 2010
Great! You’re right on track Lois.
Nancy
19. Jan, 2010
I agree that great customer service is extremely important. I’m not so sure about the candy idea. I for one would not eat a piece of candy sent by a stranger
I prefer to wrap in nice tissue & insert a “thank you” business card. I also started leaving positive feedback as soon as I ship the item rather than waiting for the buyer to leave it first. I actually noticed a huge increase in my star numbers since I started doing this.
Shell Russell
19. Jan, 2010
I treat my customers like I want to be treated. I sell collectibles, hand made items, and I’ll sell anything I can get my hands on that will sell right now.
I use a personally written note card as an invoice, and my customers love it!
Fran
19. Jan, 2010
I do not like to receive a package with any odor, including fabric softener sheets, which some people put in their packages. I think you would want to make sure the mint has no smell, and that the item is not one that would absorb odors.
Brigitte
19. Jan, 2010
Very true. I used to put fabric sheets inside purses thinking how lovely it would be to have a nice scent. However not everyone agrees. Some have allergies and also, it implies that the item might have an odor problem.
The mints are packaged. Keep in mind, the “thank you” mint is a nice “gesture.” Whether they eat it or not is irrelevant. But the variety of people we sell to, you’ll always find a mix of responses. The key is to go the extra mile when possible. Your feedback depends on it!
Deena O'Daniel
19. Jan, 2010
Excellent post, Brigitte! I also include a hand written thank you note, use colored tissue paper and nice gift boxes with my jewelry…and I like the idea of including a mint – I’d be concerned about the summer heat – it might melt before it left Texas…I also include a Texas lapel pin with all overseas shipments.
Brigitte
19. Jan, 2010
Nice touch Deena.
steff
20. Jan, 2010
oooooh, I like the idea of the lapel pin for overseas. I think just getting anything from another country is neat and different. I’ll have to think about what I could send from PA that doesn’t weigh anything or cost me anything!
Susan
07. Feb, 2010
Well I put all I sell in a plastic bag that saids “thank you” on it…
And some I put something extra…like with kids books I may put coloring book…or cheap toy or for adults…a pocket calendar I get cheap….
NEVER EVER a dryer sheet…I sneeze too much when I get such…esp with baby clothes…
ANd not sure on the candy…they could be diabetic…
Brigitte
23. Feb, 2010
Hello everyone, I just received the following email today so I thought I’d share it since this has to do with this subject.
“Hi,just had to add a extra note for you,I recieved the bag from my sister in New York-I live in UK,and just had to say my wife loved the little touches you did with the chocolate,and note!!!…..exc service…many many thanks.
have a real good day.”
From Martin in UK
I think I’ll get 5 stars on this one don’t you?