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Everyone has to overcome obstacles of one sort or another in order to sell on eBay. For most of us, the obstacles are things like the time we have available, or the amount of merchandise we have to sell. For Marjie Smith, the challenges are more daunting than that. For most of her life, she was a vigorous, physically active person: She is a former Marine who served in Vietnam. She was working as a health care manager and was a single mother of two when she went into the hospital for what was supposed to be routine shoulder surgery. During the operation, there was an interruption to her central nervous system that caused the right side of her body to be paralyzed. She left the hospital a hemiplegic, confined to a wheelchair. Her former employer put me out to pasture, as she puts it. She was left at home, with virtually no options for employment in her rural community. Marjie got her first computer in 1993, and soon after, she started a support group for disabled people. But she was having a hard time providing for her children on disability payments. A friend took her to some nearby stores, where she purchased some Beanie Babies for $5. This was at the height of the Beanie Baby craze, and Marjie was able to resell those stuffed animals for $100 on eBay. She realized that, on eBay, no one knew she was disabled. She kept on selling and never looked back. I first met Marjie at a conference of PowerSellers. She was gliding around the meeting area in her motorized wheelchair. She never seemed to be alone, because everyone knew her well. It was clear she had dozens of friends in attendance. Not only that, but a television crew had its camera pointed on her; they were preparing a story on her and the group she had formed for disabled people who want to learn to sell on eBay, the Disabled Online Users Association (DOUA). These days, everyone in the community of eBay PowerSellers, as well as many others, seems to know Marjie Smith. Since it was founded in 2003, the DOUA has helped 1,500 people get online and support themselves by selling on eBay. Who knew there would be such a need for this says Marjie. The group gets them started by assigning them a mentor and providing them with their first five items to sell as well as loaning them a digital camera if needed. Margie is a PowerSeller in her own right, and she makes it a point to find time to help other budding eBay sellers even as she is busy packing and shipping her own merchandise in her home in Port Royal, South Carolina.
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Where Customer Service Is the Most Important Product: Abovethemall
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Most eBay Store owners publish a logo and a brief description of their business and their merchandise at the top of their store s home page. Marjie Smith does that, too. But she goes a step further and adds the statement
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Business name Abovethemall Seller name Marjie Smith Web site Sells http://stores.ebay.com/Abovethemall
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Purses, handbags, wallets, other accessories
about customer service shown in Figure 8-1. Her eBay Store specializes in new and exclusive handbags and other accessories by Etienne Aigner. (The web designer who helped her create her online store eventually became her husband, by the way.)
FIGURE 8-1 PowerSellers know they can compete with bigger businesses by providing better service.
Secrets of the eBay Millionaires
Marjie and her husband have added a mini-warehouse to their home where Marjie can work and access merchandise when she needs it. Her husband and son help with the photography, and they gather the items to be shipped every afternoon so Marjie can pack them up. Marjie is at her computer many hours a day, so she s able to answer e-mail questions instantly. If a payment is received by 3 p.m., she promises to ship the item that same day. Someone at a large corporation once told me, I don t understand how you people on the Internet can compete with real stores. She was referring to traditional, brick-and-mortar retailers. She didn t get it. PowerSellers like Marjie Smith do. They can do better precisely because they don t have the overhead of running a brick-and-mortar store or the burden of having to manage and pay employees. They can connect individually with customers and provide customer service that can go beyond what shoppers would receive in a big box store.
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