I had the worst customer relations issue this week. It is the biggest problem I have had since I began my business. I had a customer buy an expensive item which I purchased through a drop-shipper. The said item did not arrive is satisfactory condition, which happens sometime. To make matters worse a third-party becomes involved through the customer and tells the customer that the item I sold them was in fact a fake! Well the item was not a fake and I had to end up contacting the manufacturer and having them verify that my distributor was an authorized distributor. This customer was about to ring me through the whole eBay, PayPal dispute system. It was a huge headache.
Honesty is such an important quality in business. You will never get far if you have dishonest business practices. Even though this week was stressful, in the end it worked out because I was honest with the customer. I can accept that an item arrived damaged and needs replaced. I am so willing to bend over backwards for customers in that instance. On the other hand, to be accused of selling fraud products hurts me because I am an honest person and the thought to buy cheap crap to resell on eBay has never crossed my mind.
When I decided to start my eBay business I went the legal route and obtained my tax id so I could work with real wholesalers and drop-shippers not those ones who say they are for real but don't require any special info from you. Those people are schemers and to sell the products listed you would have to mark them up way over retail and would be lucky if you made an occasional sale.
I am ranting today but my advice this week is, be honest. No matter what you think you can get if you aren't, it never works out in the end. Dishonesty in business will be the end of your business. If you are delayed in shipping be upfront with your customer. If you make a mistake, admit it. It may not be easy to do all the time but it is the best way to go.
Till next time...
