A happy customer means a happy seller!
Stamp collectors buy and sell all the time – online, at stamp shows, auctions, through the mail, and more – and there is nothing worse than when it all goes wrong.
As the APS complaint manager for several years, I’ve listened to many unfortunate tales from members. One thing that most had in common was a misunderstanding of the terms. If a sale is made without clear expectations, no doubt problems will arise. And an unhappy customer has power to spread the word of a bad experience. So what can you do?
It’s key to remember that customer satisfaction is the responsibility of BOTH the customer and the seller.
While the seller should provide clear terms, a buyer should never make a purchase or send materials without knowing exactly what the terms are. Whether it’s a small transaction or a large purchase, terms should be documented to ensure that the transaction goes smoothly for both parties – allowing protection for both.
3 Key Tips to Avoid Misunderstandings:
1. Clear Agreements in Writing
Setting clear expectations from the get-go is one of the best ways to avoid customer complaints. If at all possible, the terms should be in writing and provide a clear understanding of:
- Product quality;
- Returns and refund policies;
- Expertizing extension policy;
- Contact/procedure for problems.
Terms can be a lengthy document. If selling at a show, a brief printout of basic terms should be provided. If show sales are final, make sure the customer is aware.
2. Open Communication
Open communication between the buyer and seller after the sale is another way to avoid disappointment. Sellers should offer several channels of communication. While some will send emails, others may not have a computer or prefer to have a direct one-to-one phone conversation. So be sure to share all contact information and be mindful of response times to avoid upset customers. Buyers should stay within timelines. If you plan to return or get items expertized, be mindful of the policy timelines and communicate with the seller as soon as possible.
3. Keep Thorough Records
Buyers and sellers both should keep copies of all documents pertaining to the sale – terms, receipts, any communications (emails, letters, etc.). Keep these for an extended period of time or at least until well after the return/refund/extension periods. Keep a diary or phone log. If communication is by phone, be sure to jot notes of the conversation and consider sending an email confirming details from the discussion. Verbal agreements carry very little weight. They oftentimes turn into a “he said, she said” situation with no supporting documentation.