Selling online, I’d say around 95% of transactions go without a hitch. The remaining 5% fall into various categories of problematic. Fortunately, about 4.5% are resolved without issue, through refunds, replacements, or clear communication. The last 0.5%, about 1 in every 200, are the trickier cases that don’t end well.
For example, a few weeks ago, a gentleman bought a mosaic garden table on an iron base. He left us a 1 out of 5 review, not because the product was faulty, but simply because it “wasn’t what he was expecting.” Incredibly, he admitted it was exactly as described, he just hadn’t read the listing properly. He actually said that in a review, humiliating himself. Still, we sorted it out with minimal aggro. Obviously, pointing out it is customary to raise any problems with us as a review is about the product and the service.
Roughly 4% of issues are breakages, which are easy to resolve. We offer a no quibble refund, and in some cases a part refund if the item arrives damaged but is still usable. It’s all part of the trade, I’m sure most online sellers would say the same.
We do have the occasional mishap where, because our stock is stored a bit haphazardly in a massive warehouse, small pieces can go missing or become damaged. In these cases, we always explain honestly, offer a discount, or try to find a suitable replacement.
This week, we sold a charming early 20th-century games table, which sold for a low price because it was slightly wobbly and with an unattached decorative detail. It wasn’t worth the extra effort to restore—another £30 or £40 at retail, wouldn’t justify the hours needed—so I listed it accurately, faults and all.
Unfortunately, the loose decorative piece got lost, so my partner emailed the customer to explain and ask how they’d like to proceed. The reply we received was unexpectedly lovely.
‘Thanks for this update. I’m quite happy to have it repaired, and in no real hurry for it, so please don’t concern yourself on my account. I really fell this because it is so incredibly like one my family had years ago, and that was a lovely, very stable piece. Given the menfolk here have finally trashed the more modern thing we have only had for a year (apparently playing poker is a contact sport with teenagers), I’m just trusting this one will get the better of them this time, and not the other way round! So, thanks again for keeping me informed. I’m really happy to wait for something I’d had on my wishlist for ages. Have a restful evening.’
Vvv
It really does take no effort to be kind in a world where anonymity behind screens has replaced real human interaction. But this lady’s email was so polite, warm, and chatty, that I went the extra mile. I spent half an hour re-gluing the legs, clamping and fixing the unattached decorative moulding, and making sure it no longer wobbled. She paid £140, and it’s now worth closer to £250.
It reminded me of the old shop days. A little bit of grace and courtesy went a long way then, and still does now. I wouldn’t have done it for just anyone.
Politeness really does pay. If customers are negotiating, a simple request for a reduction with a little explanation as to why the reduction is requested, will work if the reduction is 5-10% and I have had the item for a while. An aggressive, ‘the item is overpriced, I’ll give X amount,’ is a no all day long. This is not just me, I know lots of people in the trade who sell online and, maybe we are all of a certain age, but we all agree that politeness goes a long way.
#Online Selling Realities #Customer Kindness #Grace In The Trade #Vintage Seller Tales #Politeness Pays
The Rights of Fans. 