For the final segment of our Seller’s Playbook series, we venture into the highly covetous notion of Getting More Positive Customer Feedback. In our previous posts, we’ve discussed the basics of Amazon policies regarding Feedback, what to do if you get negative Feedback, and how to avoid it.
Learning how to manage and squash negative reviews that mar your seller rating is just one part of a creating a flourishing selling environment for your products. Another part of that equation, is getting more positive feedback and reviews.
It’s frustrating as a seller when you do everything with exceptional care – customer service, shipping, communication – only to be met with silence when it comes time for leaving Feedback. Here are our tips to help you subtly and respectfully request customer Feedback on Amazon. First though, a quick reminder to help them notice what a standout seller you are.
Set Yourself Apart From The Competition
There are three main components to this.
1. Make sure you set clear expectations.
- Shipping v Delivery (when an item leaves your hands v when an item arrives at their doorstep).
- Product Description.
- Any store policies you may have.
2. Be very transparent.
Fill out your profile completely. This will create a no-barriers understanding between you and the customer, and will help foster a sense of trust. For example:
- Welcome to Jill’s Jewels. We source the highest quality gems available, and hand select the ones we feel meet our exceptional quality standards to be shipped to our customers. We operate out of Miami, FL. We strive to provide exceptional customer service. If you have any questions regarding your order or an item you see in store, please feel free to contact us!
The more you disclose about yourself, the better. The customer then sees you as a real human being behind the operation – which will make it more difficult to leave negative Feedback later. Amazon is known more of a get-in and get-out marketplace where big corporations also sell their wares. Make sure the buyer knows you’re just another guy or gal trying to make a living and provide a quality product.
Here’s an Amazon seller who we think has done a nice job on their profile:
3. Get creative with your profile name.
A clever store name will help customers weed through the search results to see your page. If you pick a store name that embodies your niche and is funny and memorable, you will pique their interest. If there are two merchants who sell frozen yogurt that you can order online (I’m dreaming here, people), and one of them is named “Frozen Yogurt Online” while the other is “Froyo To Go-Go” – guess who I’m buying from.
This ties into our previous post on how to remove/avoid negative Feedback – and it’s probably a rule you already abide by. Responding to all customer communication ASAP (we recommend within 2 hours), lets them know that you hear them, and you care.
Often, just knowing a seller is listening and is willing and able to help can turn a potential complaint into a glowing review. It’s up to you to do the extra customer service steps that can turn negative Feedback into positive Feedback.
People want to know they matter. It’s no different for an online buying experience. We might even argue it’s critically more important since you don’t have the in-person advantage of a brick-n-mortar presence.
And now, for the fun part…
How To Ask For Positive Feedback
There are two ways to go about this that abide by Amazon’s policies, and won’t bombard your customer.
Packing slips are a very easy (and subtle) way to communicate to your buyer. If you edit the slip details to include a customer service line, it will remind your customer that above all, you strive to provide a quality product to either meet or exceed their expectations…and, there’s an option to leave Feedback. We suggest something like this:
Thank you for your purchase. We strive to provide exceptional products and service for our customers. If for any reason you don’t feel that any part of this process was worthy of a 5 star review, please contact us immediately so that we may correct the situation for you.
This suggestion makes some sellers nervous, and we understand that. If you send too many emails to your customer asking them for Feedback (which some of them regard as “doing you a favor”) you can, as one seller put it, “poke the sleeping bear.” They become irate, and leave negative Feedback out of spite. Yet if you send nothing out to request Feedback, your metrics can suffer.
We suggest creating email marketing templates ahead of time that are professional and caring, much like the packing slip details above. A similar sentence that thanks them for their purchase, encourages them to reach out if there’s an issue, and has a link to leave Feedback is subtle, as well as a friendly push towards leaving a review. If you send one or two emails out, one immediately after purchase and the other a week later, you should be in good standing to receive positive recognition.
We have a seller who used our email marketing tool to do this, and saw his rating increase from 96% to 100%. He attributes this to ecomdash…a compliment we are proud to accept.
We hope these tips have helped you get a firmer grasp on the ins-and-outs of Feedback on Amazon. Stay tuned for a downloadable pamphlet containing all our posts and infographics from our Seller’s Playbook. We wish you high seller ratings, great success, and lots of happy customers who will buy from you again and again.
This post is written as part of a series. The other parts of the series can be found here:
- Part 1: The Seller’s Playbook | Fight The Good Fight With Amazon Feedback
- Part 1.5: [Infographic] The Seller’s Playbook | Feedback In A Nutshell
- Part 1.5 Continued: [Infographic] The Seller’s Playbook | Get Better Feedback On Amazon
- Part 2: The Seller’s Playbook | Fight The Good Fight- Managing Amazon Feedback