Always answer a customer’s email. Whether the customer is praising your product or complaining, whether he is offering his input or asking a question, he or she deserves an answer.

Particularly on eBay, where feedback really counts! If you fail to answer emails, you may receive such comments as “unresponsive seller” or “ignored my repeated inquiries” in your feedback file.

You will also earn yourself a poor reputation and lose respect in the online trading community. Here are some tips for your business:

• Keep your answers short, courteous, and to the point.
• Provide all relevant information and be friendly.
• Don’t get bogged down in long email conversations back and forth.
• Don’t let the customer lead you on an irrelevant tangent.

Your time really is money. Also, you should create a classy signature file that inspires confidence in you as a seller and looks professional.

Finally, I strongly recommend creating a folder in your email program entitled “pre-written messages” in which you have template messages already created to answer common questions such as:

• When has my item been shipped?
• When did you receive payment?
• How long does shipping take?

Customize your pre-written messages to fit your particular product, as you will notice very similar questions and comments from customers as time passes.

It is MUCH EASIER to send out a pre-written form email than write a specific answer to each inquiry. However, make sure that it doesn’t sound like you are using a form email and make sure to add a personal touch when possible.

When considering email customer service, you must balance time, efficiency, and courteousness to maximize your working potential.

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