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Mark S wrote:
Training and strreamline process for Support
1. Train your customer support. All of them should be like the support people the anchor stores receive.
2. All employees should have a consistent message.
I shouldn’t call 3 times and get 3 totally different answers to the same question.
3. Every major detail of a call should be logged and accessible to all support people.
Communication
4. Communicate all major changes well in advance in as many ways as possible.
5. Come up with 1 rule book. It seems like I have to hunt for the “little details.”
Process and Identity
6. Don’t change the rules and then make me do a ton of work do comply.
Like, removing watermarks from pictures. Adding UPC codes after the fact.
7. Don’t try to be like Amazon, be yourself and be proud of it!
8. Make it mandatory that every employee read 2 books: 1. Good to Great by Jim Collins
and 2. Raving Fans by Ken Blanchard and Sheldon BowlesThen have company discussions to see what should change.
Listen to your sellers
9. Have the CEO or Griff actually meet with real sellers and find out what they are saying.
10. Take ideas from the sellers and implement 1 idea per month.
My favorite is J&R’s set a date for when you will be back from vacation and then
make it an automatic count down timer till the day you start shipping.Technology
11. You are basically a software company. It is time to rewrite all of your systems into one cohiesive site. The site looks and behaves like a mom and pop shop that don’t have any money to fix all of their technical debt so they just live with it.
12. Don’t make me pay for things I should already get for free.
For example, data older than 3 months.
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My Top Ten Suggestions for Improvements to Ebay:
1. Multiple Accounts: Make toggling between accounts easier, allow me to have windows open on my computer and iphone in more than one of my stores so that I don’t have to log out and log back in.
2. Shipping: Stop free shipping altogether or make shipping costs more transparent to buyers so that they can understand that shipping is not actually free.
3. Shipping: As an alternative to #3, make a better deal with USPS like Poshmark has so that shipping is something like $6 per item for anything from 2 to 5 pounds.
4. Customer Service: Allow sellers to contact ebay customer service reps by email rather than phone. That way everything gets documented in writing and on hold time is eliminated.
5. Listing: Allow sellers to see more than 20 drafts on their smart phones.
6. Education: Create video training content for buyers and sellers that is short and to the point and have many videos so that the topics of the videos can get very specific – like a FAQ or help section but in video form rather than written so that the steps can be shown – like go here on the screen, then go here, etc. If the videos were very short they could also just delete the out date ones and update them as changes are made to ebay.
7. Store Subscriptions: Create an extra seller level between the $60/month and the $300/month. I’m at a point where I’d be comfortable paying $150/month but I’m not quite sure about committing to $300/month but there is no in between store level that fits me.
8. Return Customers: Make returning customers apparent to the seller and allow sellers to give returning customers discounts or perks.
9. VERO practices: Create a list of products and terms to be careful about; when I first started selling I got a couple of dings because I just didn’t know. I wish I could have seen a list early on that said don’t sell these brands unless you are 100% sure of their authenticity. I wasn’t trying to sell fake things and I felt pretty sad when ebay just punished me for not knowing better and not providing a better education for new sellers about what to watch out for.
10. Pricing Items Tool: Let all sellers have that level thing that I got when I started a new store recently that showed likelihood of sale when you put in the price. I don’t know what it was called but it suggested a price and then as you put in a price it would show you how likely your item was to sell at that price. It was cool but now it is gone from my newer account – bring it back, I liked it!
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