Word: ebayers
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Within a few months, Omidyar was ready to take eBay up a notch. He brought in a partner with the business background he lacked: Jeff Skoll, a friend and Stanford M.B.A., then working in e-commerce for Knight Ridder. Together they began to bring in more employees--techies, customer-support staff, finance people. In those early days, eBay--operating then as now out of a bland San Jose, Calif., office park--was a goofily informal place to work. Decor ran to Star Wars figures and giant papier-mache Pez dispensers, a wedding gift when Pierre and Pam tied the knot...
...payments that arrived with Omidyar's daily mail were small--in some cases dimes and nickels taped to index cards. But those little payments were coming in piles. eBay took in $1,000 the first month, more than it cost to run. Omidyar really knew he was onto something when he put up a listing for a broken $30 laser pointer that he was about to throw out. He fully disclosed that it didn't work--even with new batteries--and started it at $1. Inexplicably, a bidding war ensued, and someone ended up taking it off his hands...
...eBay's only full-time employee, Omidyar soon found himself thrust into a new and unwanted role: grievance officer. Buyers and sellers with complaints about each other were e-mailing him personally and asking him to step in. Omidyar urged them to work things out amicably between themselves. But if eBayers really had to gripe, he decided, they should do it publicly on the site. "I wanted to reinforce the notion that if you're going to bring a complaint about someone, do it out in the open," says Omidyar. "You can't come running to Daddy...
That was the genesis of the Feedback Forum, one of eBay's most distinctive and popular features. Omidyar kicked it off with a Founder's Letter in February 1996 in which he laid out a philosophy that still guides eBay: that people are basically good, that they make mistakes, and that they should be given the benefit of the doubt. "I was afraid it would turn into just a gripe forum, but as I watched it develop, I was amazed to realize that people enjoy giving praise." In fact the feedback eBayers posted about one another was overwhelmingly positive...
...Omidyar had lined up a venture-capital firm (Benchmark Capital, whose initial $6.5 million investment is now worth some $4 billion). eBay hired a marketing consultant to come up with the company's catchy, multicolored logo and confronted (and later defeated) threats from two new auction sites backed by well-funded big companies: Onsale and Auction Universe...