Today’s post is a guest post by Eamonn Costello from XSellco Unity
eBay’s upcoming new seller performance dashboard has the potential to adversely impact your seller reputation. It implements new eBay seller standards on August 20th, so now is a good time to check your performance and understand the metrics involved before this deadline.
Review all your defects and check all your neutral and negative feedbacks to see if any feedbacks can be removed.
Handling negative feedback is pretty consistent across eBay and amazon:
Work with the buyer to resolve the issue. If you resolve the issue satisfactorily you are entitled to request them to remove the negative feedback. Note you are not allowed to coerce or bully the buyer to remove the feedback
You are allowed to publicly reply to the feedback. Only do this after step 1. Where you have made a mistake, apologise and state what steps you have taken (or will take) to resolve the situation. Be polite and to the point.
Where the feedback violates criteria set by ebay or amazon you can raise a case for the feedback to be removed (NOTE it will not be removed automatically – you need to raise a case to ebay or amazon)
XSellco Unity is a complete reputation management system for ebay and amazon sellers. It manages all your customer contact, feedback management in a single dashboard across ebay and amazon. By integrating full details of emails, orders, shipment dates, feedbacks and dispute cases, XSellco Unity will reduce the time it takes you to respond to customer queries by 50%! See http://www.xsellco.com/crm for further details.
Today’s post is a guest post by Jose Calero of LapWorks, Inc
Where else in the world can you go, except in America, to set-up an online business only to have your government subsidize your Chinese competitors so they can undercut your prices and steal your business? It makes you wonder . . . . . what were they thinking?
In 2011 The U.S. Postal Service entered into a deal with Hong Kong Post and China Post to help Chinese sellers send small packages to the U.S. at a lower cost and in a much shorter period of time than regular international delivery services. This “deal” was entered into “to promote the efficient operation of postal services with other nations” as stated in its Congressional Act. On the surface, this announcement looked well and good until it was discovered that the shipping rates given to these Chinese sellers were so deeply discounted that it gave them a huge cost advantage over U.S. Online Sellers.
Here’s the problem: to ship a one-pound package from China to any address in the Continental U.S., it costs Chinese sellers a mere $5.00. To ship the same one-pound package from the U.S. to Shenzhen, China via UPS, the cost is $58.00. Before ePacket, the high shipping costs from China to the U.S. was a strong deterrent and insulated U.S. online sellers from direct Chinese competition.
Here’s a quote from Internet Retailer Magazine from their August 2013 issue: “The Chinese have gotten smart about it – they used to sell to us through importers, wholesale distributors and mall kiosks. Now they can sell directly to the consumer. With Venues like eBay and Amazon making it possible for them to market to consumers everywhere, and globalization making international shipping and payment easier every year. This is no reason to think there will be less direct competition from Chinese e-retailers in the years ahead.”
Fortunately it’s not all smooth sailing for the ePacket program. On February 25, 2014 the Office of the Inspector General, U.S. Postal Service published a report stating the following:
“Until accurate costs for ePackets can be identified and used as a basis for pricing, the risk of revenue loss for ePackets remains high.” And this: “While China ePacket revenues increased by $19.2 million between FYs 2011 and 2012, the Postal Service still lost $9.6 million in FY 2011 and $29.4 million in FY 2012.” The OIG ended its report this way: “Therefore, it is difficult for the Postal Service to determine whether this increasingly popular mail piece is sufficiently covering its attributable costs.”
What’s worse is that these Chinese sellers don’t play by our rules. Instead of creating a product listing for their product on Amazon, for example as most do, instead they identify a product that is selling well, they clone it in cheaper material and list the counterfeit product under the authentic listing at a 30% to 50% price reduction claiming it’s the same identical product. Most consumers don’t bother to see whom they’re ordering an item from, so long as they get the cheapest price for the item of their desire. So the consumer ends up with a counterfeit product that doesn’t last long or perform as described by the authentic product’s page description.
Adding insult to injury, when the consumer receives the product and realize that it’s a cheap imitation or “not as described” will want to return it. But sadly they discover that the Chinese seller does not have a U.S. return address so the product must be returned to China at a greatly inflated freight costs. Discouraged, they end up keeping the product and the Chinese seller wins.
The ePacket program is a scourge to any and all U.S. online resellers who struggle every day to make a living. And it’s a scourge to the consumers who are duped by these falsely advertised counterfeit products from Chinese sellers. The only way to fix this problem is to cut off the head of the snake –and that snake head is ePacket.
We ask anyone and everyone who reads this press release to contact their political representatives in Washington and urge them to suspend ePacket until they have had time to re-evaluate its efficacy. Because it not just about U.S. jobs . . . . . it’s about U.S. family owned businesses that are taking the hit.
About LapWorks Inc.
Founded in April 2000, LapWorks, Inc. is an online reseller committed to providing customers with high-quality ergonomic accessories for their iPads, tablets and notebooks. José Calero, president of LapWorks, will be making a one hour presentation on the ePacket scourge on Thursday, August 14, at the SCOE Conference for Amazon and eBay resellers in Seattle, Washington. Mr. Calero is producing and will post a YouTube video on ePacket by the end of August that will be found under the title “ePacket Scourge”. LapWorks has two websites: www.laptopdesk.net and www.heldtite.com
Today’s Post is a guest post by
Doron Gez from Bannerplay. Bannerplay is an advertising app for your eBay listings.
How to Effectively Manage Your Advertising Budget
By Doron Gez of Banner Play
The online advertising world is exploding. There are many competing offers out there, trying to win the heart and budget of the average small business owner: keyword advertising, SEO, display advertising, social media advertising, email marketing, affiliates – as a small online seller, which are the best methods for your business?
Google are dictating the rules of word based advertising and SEO. That is, no doubt, one of the strongest means of advertising now which almost every business uses. The main problem there for any advertiser, is that Google are in a strong enough position to reinvent the rules of the game as they go along, causing unimaginable damage to businesses like yours, large and small, including eBay itself. Did you just spend thousands of dollars and months of optimization on tweaking you organic and paid SEO to ensure top ranking? Google is telling you with their constant changes is “oh Well tough, sorry, you are just going to spend another pile of dollars (and a lot of time) to ensure you’re still at the top”.
This constant shift in word based advertising is just unacceptable, expensive and complicated. Businesses cannot succumb to the literally abusive and constantly changing market rules. Advertisers require reliable, stable, and proven services and partners. For twenty years, display advertising has delivered the right set of benefits:
Targeted display advertising using strong ad networks, delivers a much more alluring and eye capturing advertising experience and is based on stable network rules – not on the megalomaniac reflexes of a one company. Display advertising works because targeted visual advertising works. Visual content gets clicked and noticed a lot more than text based one, almost 90% more.
It is a known fact that brand awareness and sales go hand in hand. Despite being doubted as a helpful sales tool, the bottom line doesn’t lie: Banner ads drive search traffic and conversions: 27% of people who see banner ads perform search right after they see the ad, and including video in your ad can improve brand awareness by 63%. Click numbers are pretty impressive too: 58% of people ages 15-24 click on banner ads, and 71% of post graduates have clicked banner ads. The audience is driven by visual display – with today’s information overload, they don’t have time to read and they are captured by alluring pictures.
That’s why we created the Bannerplay advertising apps – to provide end-to-end display advertising service that helps sellers funnel more traffic into their online shop. We have a dedicated advertising app, designed specifically for eBay sellers on eBay applications. To create both brand awareness as well as actual traffic, eBay users can create Geo and keywords targeted campaigns to direct their audience on both external web sites and mobile devices, to their online shops. Bannerplay campaigns allow retargeting to make sure potential clients which have not completed purchase in your site originally, get to be reminded of your service and/or product until they complete purchase. In addition, the service offers vetted and stable ad network to funnel quality and targeted traffic to ensure highest conversion rates.
First of all there is nothing illegal, immoral or unethical about spying on your competitors. Its done all the time in business. I am not talking about stealing secrets or wire tapping – but learning what you can from whats in the open. In the case of eBay and/or Amazon its pretty much limited to what you can see and learn from their listings.
So what are some of those things?
Well product selection for one. What products and brands are your competitors selling?
Are they offering free shipping and/or expedited shipping?
Are they carrying complimentary products or bundling products together?
What keywords are they using in their titles and descriptions
If they are selling the same product as you, are they pushing different features or benefits or uses for the product?
On Amazon, are they merchant fulfilling or using FBA?
Is there anything in their descriptions that you are not using but you could use.
How about pricing? Are they selling for less than you or more? If they are getting more, what are they doing different than you are to justify the higher price?
Do you see any weaknesses that you can exploit?
After looking at their listings, also look at their store. Try and get a feel for what products they are selling that you might be able to source and sell to expand your line.
Do these things and you will be amazed at what you can and will learn and how it can help your sales.
The Complete Amazon Marketing System by Skip McGrath is a two-volume printed training course that shows you how to start and build a large full-time Amazon business. It comes with several free bonus items and training videos.
One of the real pains related to creating Amazon shipments to FBA is that Amazon will often split your shipments up between several warehouses – essentially doubling your workload and shipping cost. Well when I was having dinner in Las Vegas with John Bullard and his Mastermind group, I learned a little trick to avoid this without paying Amazon the 30¢ per item fee to elect just one warehouse.
Look at this image:
It turns out that when you select case-packed items instead of individual items Amazon almost always sends the entire case to one warehouse. So lets say you have 24 of item X, 12 of item Y and 16 of item Z. If you pack each item in its own box and ship that way, Amazon usually sends the cases to one warehouse. The key is you must only have one of each type item in a box –you cannot put X and Y in the same box or it does not qualify for case pack.
Today’s post is a guest post by Carlo Silva of 2nd Office in the Philippines. 2nd Office is the VA company I work with in the Philippines. visit their website for more info. 2nd Office Website
Outsourcing tedious tasks to a virtual assistant in the Philippines is the latest trend these days for Amazon, eBay and eCommerce sellers. Why outsource and why the Philippines?
If you own a small eBay or Amazon business, you’re probably wearing a lot of hats. You’re probably creating the listings, sourcing products, customer service, processing the orders, shipping the products and the accounting! I know how it is, I use to own an eBay business myself and if you keep on doing all these tasks you’ll eventually get burnt out, not to mention you’re preventing yourself from doing what you do best, growing your business.
If you’re serious about growing your business, you’re going to have to dedicate tasks that somebody else can handle. My recommendation would be to outsource tasks that take up most of your time. By passing these tasks on, you’ll be able to focus on growing your business.
Some tasks you can outsource to a virtual assistant would be:
Market Research/Competitor analysis
SEO Copy writing
Tasks that you shouldn’t be outsourcing to your VA in the beginning
Making executive decisions
Strategy of the business (you need a marketing director for that or somebody with a marketing background and knows your business)
Managing your business
As you get to know your VA and start trusting them, you can start passing on more important job tasks. Of course, you will have to spend time training them. Please don’t overload your VA with tasks, if you give them more then they can handle the quality of their work will go down. Just like any normal person, a VA can only handle so much. This brings me to the urban myth of the “Super VA”.
The biggest stereotype in the outsourcing world is that a Virtual Assistant can handle “everything for you”. We call this the “Super VA”. This is not true; a VA can do a lot of things, but not everything. Every VA has a specialization and if you hire a VA that says they can do everything, that should be a red flag and I would move on to the next applicant.
When looking for a VA, you should be hiring for the “Job role” and not the tasks they’ll be doing. For example, if you need help with listing creation you should hire a VA that will focus only on listings. You don’t want to hire a VA that will do everything from listing creation, processing orders and answering messages. Most successful businesses will hire a specialist for each job role. A typical setup for an eBay business would be like this:
Job Title: Web Merchandiser
Description: The web merchandiser is an important position in our eBay business. They are the backbone of the company and will produce most of the company’s revenue. The web merchandiser is responsible for creating quality listings that exceed eBay’s standards to insure maximum exposure. Tasks:
Job Title: Customer Service Rep
Description: The customer service rep is responsible for answering any questions that our customers may have. They are the first point of contact to our business and are our brand ambassadors. Tasks:
Replying to customers inquiries in a detailed and very friendly/professional manner
Up-selling our products
Solving any customer service issues
Contacting customers to revise any negative feedback
Replying to negative feedback
Leaving positive feedback
Following up with customers
Job Title: Order Processor Description: The order processor is responsible for processing all of our orders, managing inventory on a daily basis, making sure the orders go out in a timely manner and marking orders as shipped within our eBay store. Tasks:
Inventory management, insuring quantity levels are correct on all channels
If you don’t think you have enough work for your VA on a daily basis, I would recommend that you keep the listing position as a separate job role, and you can combine any other job role to insure they have enough work for the day. You can also have a customer service rep be trained to do listings or order processing. However, I strongly recommend that you have one full time VA creating listings, because the more listings you have the more money you’ll make.
One question I often get asked is, “how fast can my VA make listings”? My answer is always, “they can be just as fast as you or faster”. With the right training, your VA will be able to create listings just as good as your or better.
Why the Philippines?
The number #1 reason the Philippines is the best place to hire your VA is “communication”. The Philippines is the 3rd largest English speaking country in the world next to the USA and the UK. It is also known as the “world’s English budget teacher”. People from all over the world go to the Philippines to learn English.
Filipinos have a high literacy rate and have an “American westernized culture”.
The Philippines beat India a few years back as the #1 outsourcing destination for call centers in the world.
The Filipino culture is also another reason most people go to the Philippines for outsourcing work. They are generally very polite, well mannered, very hardworking and honest people. They are very easy to please and will do whatever they can to make their boss happy. As long as you treat them well, they will treat you even better!
Economics of scale, you can buy a Big Mac meal for around $2 in the Philippines, but the quality of work is just as good as America’s workforce. You can get a highly skilled professional that’s college educated for a little under what you would pay a minimum wage worker in America. How is this possible? The cost of living in the Philippines is much lower compared to America, Australia and the UK.
NOTE: The skills of your VA will largely depend on their work experience and training, the more experienced your VA the higher their salaries will be. Just like with most people, you get what you pay for.
Payments to your VA are all tax deductible as a business expense!
The time zone difference could be an advantage for most businesses. Why? Because by the time you wake up, everything has already been done for you!
A typical office hours shift for a Filipino is from 7am-4pm PHT, which is 3pm to 12am PST.
If you’re in California, and your VA starts at 7am it will be 3pm the previous day. By the time they end their shift, they would have already processed any additional orders and messages that you’ve gotten that day. By the time you wake up, they would of already done a full days of work! It’s like having your business operate almost 24/7. Imagine if your customer were to get a response at 11pm at night? They would be thrilled!
How to properly manage a project with your VA
The biggest mistake most people make when outsourcing something to another country is that they don’t spend enough time making detailed instructions. You have to realize that the VA doesn’t know your business like you do; if you give them “crap” instructions they will deliver “crap” work. Same goes with the data you provide, if you give them “crap data” you’ll get “crap listings” The old saying goes, “you’ll only get back what you put in”.
Before we go into creating a sample project, you’ll need to know the tools you’ll need to manage this project effectively and efficiently.
Tools of Trade
Time Doctor (www.timedoctor.com) – Time Doctor is software that makes remote management a breeze! It is similar to the same software oDesk uses. This software will take random screenshots of your VA’s computer and will even record the number of keystrokes and time they’ve spent on each task.
Teamwork PM (www.teamworkwork.com) – This project management software will insure your VA is on point with all of your tasks. It has a built in milestone function and Gantt chart. It also acts a communication hub, you can comment on each task, files and even update your status like “facebook”. It increases the productivity and accuracy of your projects so nothing is ever lost in translation.
Skype (www.skype.com) – You’ll need Skype for instant communication and a headset if you want to speak to your VA on a regular basis.
Jing (www.techsmith.com/jing.html) - Jing is a free screen capture software. This will enable you to communicate with your VA visually to reduce anything that could get lost in translation. The best way to communicate tasks to your VA is visually. It also allows up to 5 minutes of video recording. If you need to record longer videos, we suggest another software called Snagit.
Snagit (www.snagit.com) – Snagit is a video capturing software from the same makers of Jing. I highly recommend you create training videos for your VA on certain aspects of the business that you need them to know. For example, you may have a certain process you like to do with listings or market research. By creating video’s, you can train them when it’s most convenient for you.
Teamviewer (www.teamviewer.com) – Teamviewer is an all-in-one software for remote support and online meetings. You’ll be able to train your VA live and have online meetings with them. The software is free to use and works best with Skype when you need to speak with your VA. I don’t recommend using their built in voice app, it doesn’t work very well.
Microsoft Excel (office.microsoft.com/en-us/excel/) – Spreadsheet program that will enable you to pass your data to your VA for easy manipulation. Will save you hours of work when dealing with large amounts of data. Make sure your VA knows how to use EXCEL.
Magento m2ePro (www.m2epro.com) – One of the best listing tools for eBay/Amazon, it can be compared to enterprise listing software without the high monthly fee’s (thousands of dollars to be exact). This will enable your VA to list onto eBay efficiently and effectively, you can have a web site at the same time too! With this software, you’re able to import/export data using CSV files at will. Mangento and M2ePro are completely open source, so it’s free! The only investment you will have to make is setup of the software and pay monthly for a dedicated server which is around $50 a month.
SixBit Software (www.sixbitsoftware.com)- Another great software for listing since you’re able to import/export data out using excel/csv files. The only downside to this software is that its desktop based. It’s a little harder to manage since your VA is in another country, so if that’s the case I recommend that you only use SixBit for listings and not inventory management/order processing. Another alternative is to have your VA remote into your computer and they can work directly off your computer using teamviewer.
Now that you’re equipped with the tools of trade for eBay/Amazon outsourcing, let’s go onto how to properly create a project for your VA!
Creating a project the right way for your Filipino Virtual Assistant
For this sample project, I’m going to give you all the details you’ll need to successfully have your VA make eBay listings efficiently.
Let’s pretend you’re selling in the fashion category on eBay, particularly clothing. For this project to be successful you’ll need to give detailed instructions on how you want your products listed, every business is different and has their own way of gathering data, so I’m going to make this as general as possible. When creating instructions, it’s good to use the tools mentioned above like Jing for screen capturing and Snag it for videos.
Please note: this is assuming your VA is already trained in eBay listing. If they are not, you will have to do some extra leg work and train them with either videos or give step by step process on how to do things. It is always good to have training documents for your VA, in the event you need more staff or you fire your VA, you’ll have training documents already for your new employee.
Title: eBay Project 1
Project scope: In this project, we will be creating eBay listings using the data I provide you with. Below are the links to the supplier file and the template file for eBay. I need you to fill in the following missing fields from the template file, using information from the supplier file and the manufacturer’s web site.
Purpose of project: The template file will be used to populate the web site and eBay store
Note: It is always good to let the VA know what the purpose of the project is for, this will let them know why they’re doing the project is and what’s their purpose. Without purpose, there’s no passion.
I’ve already completed the first SKU as a sample you can follow. You will need to fill in the rest of the fields. Some of the images are missing, so you will have to find any data that’s not provided from the Manufacture site. If they are not available, let me know and I’ll let you know where else to look.
Step 2: Fields to fill in from the template file:
SKU * for variations SKU’s, you will need to make a Master SKU, and the child SKU’s will go below. See image below:
country/region of manufacture
Below I am using Jing to communicate my instructions and thoughts visually.
Step 3: Review the file for any errors and upload to the project management software for review. Please don’t hesitate to ask any questions if you have any.
There you have it folks. Above is a good example on a project that will have a good output. If you notice I did the following things:
Gave detailed instructions
Provided images using Jing
Provided a finished sample listing
Let them know of any issues they might run into and how to solve them
I let the VA know that it’s okay to ask questions. One thing about Filipino people, they are shy so its good to be direct with them. But not too direct, as Filipino’s are also very sensitive to confrontation.
What to do after you receive the file?
You will want to QA (Quality Assurance) the file for any errors. This is your chance to correct anything that they didn’t do right. You will want to show them what they did wrong and show them the proper way it should be done using Jing or Snagit. Once they learn the correct process, they will most likely never make the same mistake again. A big mistake most people make is that they don’t take the time to show their VA the correct way of doing things, if you spend time with your VA they will eventually become a replacement of you.
As you learn to work with your VA, they will eventually become more efficient as they learn your business. The first week is usually the hardest as you are both getting to learn one another, but after the first month it gets a lot better! I would say it takes a good month or two before you both come up with a process that works well. I can assure you one thing, the investment of time and the money is worth it once your VA is trained for your business. Once trained, you’ll have time to focus on growing your business as opposed to working in the business.
I’m going to go into the different types of VA’s available today and what the differences are. There’s the freelancer and the Agency VA.
The Freelancer VA - The freelancer VA is the one that usually works remotely from home. They are usually stay home parents or people who don’t want to travel into the city for work. The Philippines is a heavily populated country with a population of 105,000,000 people. Most Filipino workers will spend on average 2-6 hours minimum on the commute to work per day. A good comparison would be rush hour in the cities of New York and Los Angeles. Freelancer VA’s are good for short term projects or if you’re on a low budget.
Advantages to the Freelancer VA
Cost Savings – You pay them directly, so your cost will be much lower than the Agency VA
Work/life balance – Freelancer VA’s tend to be happier to work from home since they can spend more time with their family. Although, some people do prefer and perform better in an office environment
On your terms – The working terms are between you and your VA and not an Agency. Typically, you can let go of your freelancer whenever you like. Of course, it’s always good practice to give them a 2 week notice that you won’t need their service anymore, they should do the same for you if they want to stop working for you.
Disadvantages to the Freelancer VA
Slow Internet – The internet connection is usually slow, on average most Filipinos can only afford 1-2MB internet speeds. The reality is, internet is still very expensive in the Philippines and still in its infancy. Be sure to ask your VA what there internet speed is and to have them do a screen shot. At times, I’ve seen internet speeds go as low as .06MB depending on the time of day. I know this, because my internet at home is 3MB in speed and I’m paying $25 per month.
Internet stability – The internet connection is not reliable, don’t be surprised if your VA doesn’t show up for work one day, only to tell you their internet connection was down.
Reliability - The VA could magically disappear on you.I’ve heard many people say that they hired a VA only to never hear from them again. Most freelancers take in multiple jobs, so they might either have a new client that’s paying them more or they just don’t want to deal with you. There’s plenty of reasons for this, they might think you’re business is too hard to deal with or they just have a better opportunity somewhere else. They could also be having problems at home and aren’t worried about losing their job.
Lack of eBay/Amazon experience - eCommerce is not very popular in the Philippines. eCommerce in the Philippines is like how it was back in the 1990′s when it was just first starting and nobody knew about it. If you find a VA that has knowledge about eBay/Amazon, most likely they already had a client who’s trained them previously.
Management – Since they are working from home, you will be the one to have to manage them directly and make sure they are happy. The tools I mentioned above like Time Doctor will help you in managing your VA remotely. If you’re not use to the Filipino culture, you might have a difficult time managing your Filipino VA. There is a cultural gap between Filipinos and other countries.
Hard to find A Quality VA – If you’ve ever tried searching for a qualified applicant on oDesk, you’ve probably spent hours and hours looking through profiles, only to find that the applicant wasn’t fit for your business. This is the usual story for most businesses, the hardest part of outsourcing is finding a quality VA.
The Agency VA - The agency VA is better skilled, trained and the quality of service is better. Don’t get me wrong, there are a lot of good freelancer VA’s out there, but they are hard to find or already taken. If you don’t want to waste time looking through hundreds of resumes on a freelancer web sites and job sites, I would hire a VA through an agency. Typically, an agency will find and recruit the best candidate for your business and then help you train and manage them from their office.
Disadvantages to the Agency VA
Costs are higher than the freelancer VA, but still affordable.
Most agencies will require a long term contract of 6-12 months ** This is due to the Filipino labor code, as the Filipino labor code is very “pro employee”
Advantages to the Agency VA
Better training – depending on the agency, agencies provide basic training for your VA so you’ll have an easier time when it comes to your business. You will have to make sure you let the agency know what skills you need your VA to have and if they are able to train them once they are hired
More reliable - VA’s who work for a company usually will always be at work. If ever your VA quits, the agency will provide you with a replacement right away and help train them again.
Easier Management – Onsite managers to help you manage your VA, no need to worry about any cultural gaps
Consulting – Typically, agencies have experts who can help you grow your business. They will provide you with advice on how to grow it and manage it better. Of course, this varies from agency to agency. You want to make sure you partner up with the right agency that fits your business model.
Faster Internet speeds – Almost all agencies will have at minimum two lines of high speed internet. You won’t have any issues with internet when dealing with an agency
Employees get Benefits – Agencies are required to pay their employees SSS, Phil Health, taxes and health benefits to their employees. This is equivalent to social security and Medicare in America. This is one of the main reasons an Agency VA costs more than a Freelancer VA.
Office environment -Your staff comes into a regular office to work without the distractions of being at home. They are surrounded with other professionals who can help them grow their career and influence them to do a job well done.
Quality applicants – Agencies already have the resources to find quality applicants. A lot of quality workers won’t be looking around on freelancer web sites, freelancing is looked down upon by most Filipino people since freelancing is not known to be a well sought out profession to most Filipino parents. Most Filipinos want their kids to be doctors, lawyers or nurses and not entrepreneurs.
Regardless if you go with the Freelancer VA or the Agency VA, be sure you interview the candidates and make sure they are the right fit for your business. If you’ve never tried outsourcing before, it’s a lot hard work finding the best person for the job, but once you find them, train them, there’s no going back!
Quick Tips when dealing with Filipinos
Now, you may think I get along with Filipinos really well, since I’m Filipino right? Truth be told I’m more American than Filipino. I like to consider myself a hybrid, I can see both sides of the coin. My family moved to California when I was 3 and I basically spent my whole life in California. I grew up in a traditional Filipino Family home, so the culture shock wasn’t too bad for me when I moved to the Philippines. However, I think I’m more than qualified to give you tips on how to deal with Filipinos.
Filipinos are Shy – When dealing with a Filipino, be sure to be on point and straight forward. You also have to constantly remind them to speak their mind. Unlike the American culture where we are taught to say anything and everything, it’s totally opposite in the Filipino culture. Most Filipinos are reserved or shy. For example, most Filipinos will most likely not ask for a raise, they will expect you to see their worth and hopefully you will give them a raise. In America, we are taught to be “go getters” If you want something, go get it! This is not the case in the Filipino culture.
Filipinos are usually happy go lucky people – Filipinos are usually always happy and just want to live a simple life without any confrontations. If you feel that there are any issues, you should ask them right away. They might even deny there are any issues at all at first, but ask them again and you might get a different answer.
Filipinos always say “Sir, Ma’am or Boss” – This is their sign of showing respect. Don’t get offended, it’s just part of their culture. Anybody of higher authority or older they will always get called “Sir, Ma’am or Boss”. If you don’t like it, just let them know to call you by their first name or they’ll keep saying it!
Filipinos are Emotional – Filipinos are very sensitive and emotional people. Sometimes, you can’t be straight forward with them, because they might think they are in trouble or you’re mad at them. If you’re going to be straight forward, let them know that this is how you are and it’s normal in your culture. They might think you’re angry at them if you raise your tone of voice or type in all CAPS. As much as possible, you don’t want to affect the productivity of your VA.
Filipinos are family oriented – Family is everything in the Filipino culture. Many Filipinos live at home with their parents, siblings, and even aunts or uncles until they have enough money to move out. If they come from a poor family, everybody will just help each other with the bills. They call this “tulong”, which means to help. It’s very common for a son or daughter to work abroad and send money home to family members. If you’re hiring a Filipino VA that works from home, be sure they have a quiet room they can work in with little or no interruptions.
Filipinos are motivated by money/bonuses – If you want to motivate your Filipino VA, do so with bonuses and pay raises for a job well done. If you find that they are a valuable asset to your company, pay them higher than the market rate. $7-10 an hour is like being paid $60,000 a year from an Americans point of view.
Filipinos are very Appreciative – Letting your VA know they are doing a great job can go a long way. Give them constant feedback and they will be happy you are praising them for a job well done. If you treat them well, they will treat you even better! If you treat them the way you want to be treated, you will have a happy VA and they will produce great work for you.
Filipinos are very caring and friendly – Filipinos are very nice, friendly, polite, and very caring in general. It’s part of their culture. There is a reason why a lot of nurses are Filipinos. Nursing is not an easy job, it takes a certain individual to nurse another person back to health. If you ever walk into a Filipino home, the first thing they will do is ask you to sit down and eat. They will then start bringing you all sorts of food and drinks. They are very polite and courteous people.
Filipinos are very traditional and Romantic – Filipinos are very romantic people, they don’t believe in divorce and divorce doesn’t exist in the “Philippines”. Most Filipino women want to find the love of their life and if things don’t work out, they will try everything in their power to make it work. They are also very traditional and are big on holidays. I would suggest that you follow the Philippine Holiday Schedule so your Filipino VA can spend it with their friends and family.
Filipinos don’t know much about eCommerce – eCommerce in the Philippines is still in its infancy, much like it was back in the 1990s in America. Only 5% of the population has credit cards, so you can imagine how hard it is to buy something online in the Philippines. Almost everything is done in cash. If you’re going to hire a Filipino for eCommerce, you will have to train and educate them about the industry and what eCommerce really is.
13th Month Pay – By Philippine law, all rank-and-file employees, regardless of their designation or employment status, and irrespective of the method by which their wages are paid, who have worked at least one month during the calendar year are entitled to 13th month pay. The 13th month pay shall be in the amount not less than 1/12 of the total basic salary earned by the employee within the Calendar day. This is basically a bonus required by the govt to help Filipino workers have a better Christmas for their families. If you’re dealing directly with your VA, you’re not required to give them a 13th month pay, but its only right that you do. If you’re dealing with an agency, it’s already included in your rate depending on your arrangement.
For example: Let’s say an employee basic salary is $1200 per month and had worked for 10 months, the 13th month computation is: ($1,200 X 10 months) / 12= $1,000
I hope that you enjoyed the content and that you have a fresh outlook on how to deal with Filipino VA’s. Please keep in mind, not all Filipinos are like this, but from living and working with them you can find at least one of these traits with most of the Filipino people. By having a better grasp of the Filipino culture, you should be able to understand Filipinos better in general and hopefully you’re on your way to a great working relationship and friendship! If you have any questions I’d be happy to answer any questions you may have.
Today’s post is a guest post by Matt Cook. Matt is a dedicated member of the team at ABC Selfstore; when Matt isn’t behind his desk thinking about innovative storage methods he can often be found obsessively organizing his home.
The Online Seller’s Storage Dilemma
With recent advances in technology less of us are selling our wares in person and are instead taking to the internet in order to run our businesses from home. However, there are many issues regarding running a business from home; if you’re selling on websites such as eBay, Amazon or Etsy, or perhaps you have your own ecommerce site you may find that as your business develops and expends that you quickly begin to run out of storage space. If you find yourself faced with this problem the options below may be of some use to you.
One of the first things that you should do when setting up an online shop or ecommerce website is to locate an area within your house that you could utilize to store your products or items that you wish to sell. If you have an abundance of products you could store a small percentage in an easily accessible room and the rest could be placed within a loft or basement area for use at a later date.
However, if there simply isn’t room within your home it’s also possible that you could erect a shed or outhouse within your garden. This shed our outbuilding must be secured in order to protect your products as thieves could attempt to steal your products if they are not kept secure and away from prying eyes, as well as weather proof.
A garage is another alternative to storing your stock within your home; if you place your items in a garage they will be out of the way but remain just a short distance from where you will be working.
Family and Friends
If you do not trust in the safety of a shed and cannot store your stock within your own home you should make an attempt at reaching out to family and friends for their aid; politely inquire as to whether you can keep some of your stock at their home as you do not have enough space within your own.
However, this is not a useful alternative if your family or friends do not live close to where you live or where you are running your business from; you need to be able to store your products in a location that is within easy reach so that if you have to send products in bulk you can gain access to them quickly.
External Storage Facilities
By hiring a self-storage facility you can store a large amount of products within one location. This method of storing your stock can be utilized if there simply isn’t enough space within your home or if your family and friends refuse to assist you in your endeavours.
Although an external storage facility is a wise choice you need to ensure that you select a storage facility that is near to your home or the location that you will be running your business from. If the storage facility is nearby you won’t waste too much time, money or energy collecting or dropping off your stock.
If you are considering the use of a self-storage facility it’s recommended that you maintain a continuous supply of products within your home to make it a little easier to run your business and avoid unnecessary traveling fees.
The key to storage is to utilize space effectively and organize all items or products efficiently so that they can be found and accessed in a convenient way. For more information on storing excess stock and making the most of space you should experiment with different methods of storing your products or contact your local storage facility.
Matt doesn’t mention it in his article, but another advantage of Storage facilities is that they are located at commercial addresses. Many wholesale suppliers will not ship to a residence, but leasing space at a storage facility is a great place to not only store your merchandise, but you can receive it there as well. I have an arrangement with my local storage facility, that when products arrive, they put them in my locker and give me a call to let me know my things arrived. ~ Skip McGrath
20. Learn How To Use The Amazon Keywords tool – When you create a listing Amazon gives you a field to list keywords. Keywords are words or phrases that buyers type into the Amazon search box to find products. But there are a couple of tips most sellers don’t know.
Here is what the keyword field looks like in Amazon create a product form:
It pays to repeat keywords in your title in your bullets and descriptions. This is the first place the Amazon search engine looks. It is OK to repeat keywords from your bullets and descriptions in the keyword field, but don’t repeat keywords in your keyword field that are in the title. Repeating a word in the title and keyword field is completely ignored by the Amazon search robot.
Use competitor’s names as keywords. Here is an example. One of the products I sell on Amazon is a concealed carry pistol holster. One of the top brands in that market is a company called Galco, which I do not sell. So if I have a holster listed for a Colt 1911 pistol I might put “Galco 1911 holster.” This way when someone searches the term Galco 1911 holster, my holster listing will come up on the same page. Since my holster is similar but cheaper I can often win that sale.
One of the products I sell is outdoor firepits. But some people type fire pit while others use firepit, so if I use Firepit in my title, I want to use fire pit as one of my keywords.
Although Amazon is pretty good at correcting spelling, they are not perfect so I often put popular misspellings in as keywords. Some of the jewelry items I sell have turquoise stones in them and a popular misspelling is torurquoise, so I use that as one of my keywords.
Basically try and think of what other words people might type in when looking for something. For example if you sell hand cream, you would want to add hand lotion to your keywords. If anything is called by different names always use all the other names for it.
Well that is it for my twenty tips. Over time I hope to grow this list as I learn more tips. So you may want to check back on this article once in a while. And if you have any tips you can think of that I may have missed, please use the contact us form on this website to let me know.
19. Negotiate Exclusive Selling Arrangement with suppliers – In tip #4 I told you one way to win the buy box every time is to have an item to sell that no one else has. One way to do this is find products and manufacturers that will give you the exclusive deal to sell on Amazon. Here is how I do that:
I attend a lot of wholesale trade shows. When I am there I look for smaller manufacturers and in many cases the owner of the company is right there in the booth. At the last Seattle Gift show we found a small jewelry company that makes everything in the USA. Both of the owners were at the show. I asked if they sold to eBay and Amazon sellers and they said they did not. So I went into my pitch.
“You know the reason most small companies like yours don’t want to sell on eBay and Amazon is that sellers start lowering your prices below what your brick and mortar retailers sell at and this get them upset with you. So what I do is represent companies exclusively on eBay and Amazon so I can hold your MAP prices.
I also look out for your brand online and let you know if anyone is doing anything to undercut the brand. And we give you approval of all our images and what we are saying about your product.
We do this for several companies and I would be happy to provide references.”
I used this very same pitch with the company at the Seattle Gift show and we now represent their entire line on eBay and Amazon on an exclusive basis.
18. Use Amazon FBA to Fulfill Your Multi-Channel Orders – If you sell on eBay, Etsy, Sears.com or your own website, you can use Amazon to fulfill your orders from those sites. If you look at your FBA inventory page, one of the action drop downs is Create Fulfillment Order. See image:
When you select an item and click on go, you get a page where you fill in the buyers name and shipping address that looks like this.
click on the image to see a larger version – image will open in a new window
Since this is an actual fulfillment order I have changed or blacked out some of the contact info. But what you do here is enter all of the buyers information and then click continue and you get a screen that looks like this:
click on the image to see a larger version – image will open in a new window
Notice the shipping charge is $5.95. That is quite a bit less than UPS or Priority Mail. This may not be the best example as this product is quite small and light and I could also ship cheaper by first class mail, but I use an automation service called AutoMCF.com, which actually automates this process for me. When an item sells on eBay it deducts the item from my FBA inventory, creates a fulfillment order automatically and automatically puts the tracking info into eBay as soon as Amazon generates it.
17. Manage Your Inventory proactively – Amazon assigns sales ranks to all products based on the recency and quantity of the sale. So whenever you run out of inventory, the sales rank of that product just drops every day there is no product there. I had one product I import from China that was a big seller with a sales rank of less than 2000 in the kitchen category. Since I order them in large quantities it took a while to replace them when they ran out. Within 30-days of not having that product in stock, the sales rank sank to over 60,000. It took two months of selling just to get the sales rank back up to the 10,000 area.
So the lesson here is to manage your inventory so you don’t run out of anything. You should know how long it takes to get an order placed, shipped to you and shipped to Amazon. This is especially important as you approach seasonal holidays when sales can suddenly accelerate quite quickly.
16. Pack your shipments to Amazon correctly to avoid damage, delays and penalty fees – Amazon has some fairly strict requirements when you send items to their FBA warehouses. Here are some of their rules:
Choose the correct size box for your units. If you choose too large a container, you will need to fill it will sufficient packaging material so that the box will not collapse under the weight of heavier boxes during the shipping and receiving process. For best results, use a new, single-wall, corrugated shipping container with a high-burst or crush-strength stamp
Use a rigid box with flaps intact
If you are reusing boxes from previous shipments, be sure to remove any previous shipping labels or markings to avoid confusion by the carrier.
Wrap all items separately
Use adequate packaging material
Use strong tape designed for shipping
Do not use string or paper over-wrap
Do not use loose Styrofoam pellets for void filler. (Note – We fill poly bags with Styrofoam peanuts and use them to fill voids. That is OK with Amazon –just not loose peanuts)
Use a single address label that has clear, complete delivery and return information
Use two inches of cushioning between each of your units and the inside of the box.
Neither point-of-sale containers nor pallet-sized boxes, also known as “Gaylord’s,” may be used.
Boxes cannot be bundled together using bagging, taping, elastic, or extra straps.
If you are reusing a retail box to ship different products (for example, a large printer box to ship smaller media products), be sure to cover or remove any scannable barcodes on the outside of the box to avoid confusion during the receive process.
There are other rules, as well that you need to know about.
Suffocation labels – Any poly bag with an opening of 5 inches or larger requires a suffocation label on the bag.
Poly bag your bundled items. We used to ship bundled items in shrink-wrap but Amazon now requires all bundled items to be poly bagged.
You may not ship any glass container containing liquids or gels in glass jars larger than 4 ounces.
Expiration Dates – If you are sending any food items (including pet foods and treats) that have expiration dates, Amazon requires an expiration date label on both the outside shipping carton and on the product. The date must be at least 6 months out when you send it to Amazon. As the product nears its date if it has not sold Amazon will destroy it.
All of the packaged items you send to Amazon must pass a 5-foot drop test (This does not apply to products sent in the manufacturer’s retail box)
If an item arrives at Amazon without a product label, or suffocation label or requires Amazon to do any special handling prior to storing, you will be assessed a handling fee of 75¢ per item and you will receive a policy violation warning notice.
15. Go the extra mile to remove negative feedback – When ever I get a neutral or negative feedback, the first thing I do is immediately email the customer with a very sincere apology and I include a $10 Amazon gift card as a token of my sincerity. I do not ask the customer to remove the feedback in that email. What happens is the customer usually writes me back tanking me for caring and for the gift card. I then answer that email and do two things. I explain how the error was made and I request that they remove the feedback.
In the case of the bracelet issue I mentioned above, the woman was still upset because the bracelet was a gift and a new one could not get there in time. So I offered to mail a replacement bracelet to her sister whom the gift was for and we even gift wrapped it and sent it priority mail so she got it in time and I did that at no charge and she finally agreed to remove the feedback.
In all honesty this works about 60% to 70% of the time. There are just some customers who are so angry they wont budge so there is nothing you can do about that but live with the feedback. But if you can get over half of the bad feedbacks removed you can stay ahead of the game. Note: the magic number with Amazon is 95%. If you fall below that you automatically lose your featured seller status and your account is in danger of being cancelled.
14. Label your items and shipments correctly when sending to FBA – believe me I know from experience it is very easy to mislabel products. When you put a shipment together create some type of system to double check that each product has the correct label.
I once mixed up some bracelet labels. The bracelets were identical except for the color of the stones. I put the label for the bracelets with the blue stones on the packages of the bracelets with the clear stones and vice versa. I didn’t discover the problem until I got a negative feedback from a customer who received a bracelet with white stones when she ordered blue. I was able to get the feedback reversed, but it was costly (see next tip).
My system now involves a checklist and we do not package items in such a way that we cannot see the item through the package, which allows us to perform a double check as we are putting the items in the box to ship.
13. Raise your Average Selling Price (ASP) to reduce your fees and increase profit margins – Two of the fees you encounter in FBA are the Order handling fee ($1.00) and the Pick and Pack fee ($1.02). That totals $2.02. Now if you are selling an item for $12.99, those two fees combined take 15.5% of your margin. But sell an item for $27.95 and those two fees are only 7.2% of your margin.
Here is another example. These are three products I am selling in Amazon FBA and their fees:
Fees as a % of Margin
Silk wrap bracelet
Salt & Pepper Mill Set
So as you can see, the higher you go up in price the lower your fees as a percentage of your sale. So as you source inventory, look for products with a higher average selling price.
My goal is $35.00. I have not hit that yet but am working towards it. Currently I am just over $29 ASP. The reason is I have several fashion jewelry products that sell for just under $20, but I keep them because they are insanely profitable. My cost on those items is between $3.50 and $6.00, so even with the high fees, I am still making good money.
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