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Topic: customers that leave a bad taste in your mouth?  (Read 1468 times)
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« on: February 14, 2005 01:12:04 PM »

i want to just cry! i had my first bad experience with a customer, and was super disappointed and frustrated. i worry that i didn't handle it well. i just know that i am the singular person looking out for me and my business, so i stood up for myself. what do you guys do when this happens? if you have had these experiences often, what have you learned over time?


april fool
-handmade bags and accessories-
« Reply #1 on: February 15, 2005 09:17:31 AM »

How do you mean bad experience? was someone not happy with their purchase? I own a store and have only had 2 bad experiences with customers who were not happy with my returns policy. One wanted to return something 2 and half months after it was bought, we argued it out for 20 minutes but I wasn't going to shift, I have a returns policy for a reason. I felt bad at the time as it was in front of 2 of my best customers but they said afterwards they felt really sorry for me and how stupid she was and later bought me chocolate and stickers!   After both indcidents I was upset - nobody likes to have someone screaming at shouting at them but you have to try and treat as a business thing, not a personal attack on you.

« Reply #2 on: February 15, 2005 09:26:08 AM »

as a waitress i deal with angry people every day and that is bad enough. i can't imagine what it would be like if i had someone complaining about something i had a personal conection to (believe me, i couldn't care less about the way cosi makes their sandwiches). but i have always tried to satisfy  my customers and i have learned that some people just don't want to be happy. no matter what you do some people are just going to be angry. you did the right thing by defending yourself.

« Reply #3 on: February 15, 2005 09:39:30 AM »

I've only had two nasty customers and I bent over backwards for both of them and considered it a learning expereince. I gave them what they needed and then wrote up policies regarding each problem.

But I sometimes answer phone for http://www.coppergifts.com and the neture of their business is very different. People are always in a hurry for their items and if they are one day late you get someone screaming in your ear. I handled a call once from a lady at Martha Stwart Living who cursed at me when SHE had given us the wrong shipping address. So that just goes to show- some people are unreasonable no matter what!

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« Reply #4 on: February 15, 2005 08:05:50 PM »

i always try to treat them like id like to be treated. and that means not going back on something i have written (or i will ask them if its ok i, say, ship a day late first etc).   so far no problems yet *knocks on wood*. All my people tend to be nice Smiley

Midnightsky Fibers
Naturally Dyed Textiles
Yarns and Fibers Handmade in the Pacific NW
« Reply #5 on: February 16, 2005 08:27:51 AM »

Haven't had that experience yet, however, I really try to bend over backwards to be nice to everyone that has taken the time to buy something from me, even if they are in the wrong, just because my mum used to say, "you catch more flies with honey!!"  However, if someone is difficult from the start you have to nip that in the bud, because unfortunately some people  are just trying to get over.  I just had this lady who bought a couple of hat and bootie sets from me for her first grandchild.  She called me up and told me that one of the sets was not going to fit for long so could she return it, and could I make it bigger, she was really nice about it, and I had no problem doing it, she was extremely appreciative, and sent one of her co-workers my way to get a set for her niece.

« Reply #6 on: February 16, 2005 09:06:30 AM »

i never ever have any problems with customers who make purchases from the site. what actually happened was someone tried to scam me out of an item. they told me personal information that i didn't need to know about, in an attempt ,i think, to garner sympathy and get their way. i lent a kind ear, and agreed to an arrangement i don't usually accept. the whole time i had a bad feeling, and ended up being right. i actually found that this person had been doing this to other businesses, and informed them of my situation. in the end it just taught me to follow my gut instict about people. and that i need to uphold the boundaries i set for my business.

luckily i have some of the most gracious customers. they keep my going.

april fool
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« Reply #7 on: February 21, 2005 10:13:02 AM »

It's a tough line to lay down and enforce, but if you say, "X, Y, and Z.." are your policies, then when they buy, it's a binding agreement.  Don't cross the line.  Be willing to accept the bad vibes, criticism, and angst it might cause from that one person.  If you don't, you'll wind up letting too many people walk over you.

I've been selling online for about 3 1/2 months now and so far I've only had one person ask for their money back because a pattern they bought wouldn't work on their computer.  It turned out that they needed to update some software and I walked them through the procedure.  They were thankful that I took the time out to help them through something that I wasn't even required to do.  So, a part of dealing with the problems is all in how you handle them.  Also, being proactive in your sales relationships with customers can help ease any future problems.

I make it a point to contact all new buyers to find out how their buying experience was with me.  I do that immediately.  I have to say, most of my sales are repeat buyers and I get many happy "Thank you's" from those people.

In a nutshell, expect some of the bad, but just know that people really do appreciate what you do.  Take the time out to reach out to them and you'll see.  Soon, that one bad customer situation won't be a thought in your mind.

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