Our voice
Voice is how you express yourself to the world and is how you always sound. It shows up in your word choice, phrasing, vocabulary, and personality. To others, it’s how you speak instead of what you say.
It’s always been our mission to help people get what they love, and to create relationships that go beyond commerce. Being a close, knowledgeable friend is the approach we take in everything we do and every interaction we have.
As a close friend, we speak honestly and openly. We know your passions and have your best interests at heart. We express our knowledge by bringing our expertise, passion, and resources to you— whether we’re sharing the latest about the things you love, or helping you build the business of your dreams.
We don’t take our friendship for granted and value every connection and interaction we have.
Real
We are true to ourselves and our audience. We reflect life, not an idealized or imagined version of it.
How we communicate: Real
We tell it like it is. Being real makes people feel, “I’m having a conversation with someone who knows me.”
Real sounds approachable, transparent, and human.
A friend is real when they:
- Are conversational
- Communicate in a way that doesn’t overwhelm
- Feel relatable and genuine
- Tell you the truth
Real doesn’t sound filtered, pretentious, or desperate.
A friend isn’t real when they:
- Try too hard to impress you
- Act like they’re better than you
- Speak like a corporation
- Try to sell you on having it their way
Smart
We’re considerate in our words and actions, and keep our customers’ best interests in mind. We do this by meeting people where they are and helping them in thoughtful, additive ways.
How we communicate: Smart
We anticipate your needs and make your experience better. Being smart makes people feel, “that was so easy.”
Smart sounds clear, considered, and relevant.
A friend is smart when they:
- Give you the information you need
- Consider what they say, as well as how and when they say it
- Provide simple solutions to complex problems
- Make you feel empowered
Smart doesn’t sound oblivious, conceited, or machine-made.
A friend isn’t smart when they:
- Provide unnecessary information and feedback
- Use language you don’t understand: obscure acronyms, abbreviations, and insider jargon
- Brag about what they did to help you, even if it was hard
- Offer complex solutions to complex problems
Spirited
We are full of energy and enthusiasm. As a dynamic marketplace that brings buyers and sellers together every day, we are active and alive. Our passion is palpable, but grounded in our expertise and never out of control.
How we connect: Spirited
We add color to commerce. Being spirited makes people feel, “this is my favorite place to buy and sell.”
Spirited sounds playful, encouraging, and fun.
A friend is spirited when they:
- Are positive and timely with their language and humor
- Help you achieve what you want and support your sense of individuality
- Capture your attention in the moments that matter most
- Celebrate accomplishments and moments of success with you
Spirited doesn’t sound silly, pushy, or performative.
A friend isn’t spirited when they:
- Try to impress you by being overly funny, punny, or trendy
- Recommend something that has nothing to do with you or your interests
- Are tone deaf to your needs and passions
- Ignore your successes
Dependable
We are a trusted and safe place people can rely on. We reflect this by being thorough, explanatory, and helpful—there when people need us, working in the background when they don’t.
How we help: Dependable
We have your back. Being dependable makes people feel, “I will not be disappointed.”
Dependable sounds consistent, thorough, and guiding.
A friend is dependable when they:
- Explain the problem and provide a solution
- Ensure you make informed decisions
- Show up consistently and appropriately
- Use appropriate language and tones
Dependable doesn’t sound unclear, dishonest, or inconsistent.
A friend isn’t dependable when they:
- Are unclear and confusing
- Don’t offer a solution
- Hide behind hyperlinks, info bubbles, and generic language
- Use alarmist or exaggerated language
