Feedback Management

[Former_Member]

Developing a good feedback profile is important to gaining new customers. I don't really spend much time much time managing feedback, but I do respond to the occasional low star rating which an alternate viewpoint. You can do that by clicking on "Review" in your shop view. From there, you see all your recent reviews and you have an option to contact the buyer or post a response.

Any ideas that you guys have about ways to manage feedback are appreciated.

[TheSandbar]

Great thread Preston!

Usually once a month I go through my orders, checking the tracking info to make sure everything arrived. Anyone who has not left feedback, I send them a message:
-thanking them for the purchase
-noting that the package arrived on such date according to tracking info
-ask if everything arrived as expected
-contact me if they have any questions or concerns
-if they don't mind doing so, asking them to please leave feedback
-brief explanation on how feedback helps both buyers and sellers
-as an added bonus, I supply a discount code for future orders.

Once I have the bulk of the message typed up, I copy and paste it to each order...customizing it a little for each person.

****I NEVER request that my buyers leave 5 stars! I personally feel like this is tacky, and coached. Its not true feedback. If I could have done something better...I want to know! Only once out of 90+ ratings, did someone leave less than 5 stars. I read the rating she left, had to calm down before responding, messaged her about the experience offering a refund for the purchase she was so unhappy with, received a nasty response, then I responded to the feedback in a professional manner. At that point...that's all you can do. (Don't ever leave a nasty response to negative feedback...it doesn't help you at all)

Remember, that you can't pleas everyone. And even if someone leaves negative feedback...all of your positive feedback should outweigh it.

[Former_Member]

Wow. That's a great idea in terms of sending thank you emails to people who have not left feedback. I'll have to start doing that.

[Former_Member]

Following the Captain's advice has gotten me more positive feedback. So, I want to tell everyone that i works.

[EarthChiHealing]

Good advice.

[Former_Member]

Sounds like a good idea!

[Former_Member]

You suggest including a "brief explanation on how feedback helps both buyers and sellers". What do you tell them about this?

[Former_Member]

This is great info! I just opened my shop about 8 weeks ago and only 2 out of the 5 sales left feedback, but wasn't sure how to prompt the other 3 to let me (and other buyers!) know what they thought of my stuff.

Do you think it's too late to ask now (one is from Mar 17, one is from April 13)? I like your idea of offering a discount, but not sure my shop offers stuff that people would buy more that one of!

[Former_Member]

Request for feedback is a good idea. I have the same problem as Patty. Some of the items I made is one of a kind. I don't have another one to sell my customer. I can probably ask the customer to check out other items I have to offer in my shop.