I sell stuff on EBay. (Yes, Rawb, I'm a filthy capitalist. Get over it. (grin)) I'm the whole deal - buyer of stuff that I find in remainder bins at the BX, markdowns at Wal-Mart, the administrative staff that puts the stuff up for auction, the accountant who keeps track of the money coming in and going out, the guy who packs and ships the stuff...
Wait a sec, I'm oppressing myself, filthy capitalist businessowner that I am, keepin' the workers down and hardly paying them anything at all. Come to think of it, I haven't paid my buyer or the accountant or the administrative staff anything, and I barely put gas in the car for the guy who ships stuff. Gee, I'm really oppressing the workers. They'd better not organize, that's all I'm gonna say...
Anyway, with time becomes pretty apparent (based on one bozo who bought something from me who paid pretty slowly, and who never paid others at all) that the EBay system, as well as many other systems in our economy and our social structure, are based on a trust which may not be earned or appropriate - but is nevertheless assumed to be there until demonstrated otherwise. The trust is that the buyer who wins is bidding in good faith, and will pay promptly, and the seller is describing the goods accurately, and will ship promptly when paid.
I've managed to get quite a few things through EBay I'd have had a hard time finding elsewhere. Conversely, I've shipped stuff worldwide that I wouldn't have expected to sell to places that I'd be hard-pressed to find on a map. That I could trust someone in France to pay for a book, or someone on the East Coast of Australia to pay for a DVD set is pretty amazing to me. Even more amazing is getting the things there in mere days instead of the weeks, possibly months that it would have taken at the turn of the century.
Again, the trust is built into every level of our society. We trust that the people supporting us will do their jobs. That planes, ships, cars, the water, power, and gas will work as expected. That the food we buy will be safe and wholesome. Every day is filled with so MANY different transactions that are taken on trust that it's incredibly EASY to overlook and ignore the entire trust infrastructure. It's been established for quite a while, and is transparent to most people. However, it's possible to take advantage of that trust without giving in return what's expected of you. And if you get enough people who do that, the system falls apart.
But what is, really, the basis of setting up a trust system?
I'm thinking there's two things. First - there's money. (Aagh! Evil capitalism again!) A company which puts out a bad product, whether it be moldy cheese, contaminated gasoline, crappy cable service, sub-par electrical service and the like will quickly lose customers, especially if there's any alternative. It's notable that when market (or central governmental) forces remove competition the quality and availability of goods and services tends to diminish. The seller needs to have a product the buyer wants, at a quality the buyer will accept, at a price the buyer finds reasonable.
It might seem like public utilities would be no exception to that since they're essentially monopolies, but they're so regulated by the state that there's virtually no way they can get by with putting out a bad product. They have a vested interest in putting out good stuff, because the alternative is a hellacious amount of lawsuits.
Second, for the vast majority of businessfolk, there's a desire to do the right thing when they sell something. They WANT the customer to be happy, because a happy customer will come back and spend more money whereas if the customer feels ripped off they'll go elsewhere. (I've heard it likened to the difference between skinning a sheep and shearing a sheep. You can shear a sheep many times, and the wool grows back. You can only skin him once, and you won't get much more wool than a regular shearing.) Plus, your reputation's important. A grocery store can't survive if it sells foods that make the customers ill. A store that sells shoddy goods won't make much money, because folks will know they shouldn't buy there if they want anything other than the cheapest goods.
On EBay, it becomes pretty clear through the feedback ratings if someone's being abusive of the community trust. In fact, on the feedback page you find "Why leave feedback? Your feedback lets other eBay users know what your experience has been with this buyer." If you've had a bad experience, you can tell others. If the experience was good, again you can tell others.
This doesn't mean folks don't game the system - you've undoubtedly heard stories about folks scamming others on EBay - but it's at least SOME indicator of trustworthyness.
If you're honest, and the vast, vast majority are, then there's no problem. It's when your ethics get a bit shady that things get unpleasant.
As far as a square deal goes, I'm pretty much dedicated to customer satisfaction. I sent out a couple of packages to customers and got things mixed up - ended up buying an item and having it shipped to one person, and giving a refund to the other - and told them to keep the mistakes. That seems to me to be the honest way to deal with folks - do what's right and proper by them. In the latest round of auctions I sent out the wrong game - the buyer contacted me and I sent him the right game the next day, and told him to keep the wrong game also. (He, in turn, felt the way to deal squarely with my quick response was to pay the priority mail shipping on the right game.)
I believe that people are more honest than not. Our media puts great emphasis on the criminal, on the bad, and it erodes that general trust in our fellow man. But trust can be built between people by treating them honestly, by acting in an ethical manner, and if you're selling something, making sure you're giving good value for the money.
J.