1 00:00:04,500 --> 00:00:05,010 Hi there. 2 00:00:06,110 --> 00:00:08,690 And thanks for joining me for tips and talk day. 3 00:00:09,320 --> 00:00:13,310 These are bite-sized topics that I pull from community questions and 4 00:00:13,310 --> 00:00:16,850 things that I'm observing in the world of handmade small business. 5 00:00:17,330 --> 00:00:18,890 If you'd like to submit a topic, 6 00:00:19,220 --> 00:00:22,100 DME, over on Instagram at gift biz, 7 00:00:22,100 --> 00:00:24,470 unwrapped the topic for today, 8 00:00:24,860 --> 00:00:26,960 how do you handle a customer? 9 00:00:26,960 --> 00:00:29,360 Who's frustrated with you angry, 10 00:00:29,480 --> 00:00:31,850 mad. How do you manage this? 11 00:00:32,570 --> 00:00:35,090 I've been in business now for quite a few years, 12 00:00:35,150 --> 00:00:37,760 corporate three of my own businesses. 13 00:00:38,060 --> 00:00:40,730 And there's one thing that I have come to know. 14 00:00:41,180 --> 00:00:44,210 There is no way that you can be a hundred percent 15 00:00:44,210 --> 00:00:47,810 perfect all the time things are going to happen. 16 00:00:47,840 --> 00:00:49,550 Some of them are in your control. 17 00:00:49,760 --> 00:00:50,960 Some of them aren't. 18 00:00:51,320 --> 00:00:56,240 What I've learned is when you have pre thought and created 19 00:00:56,240 --> 00:00:59,570 a plan of how you're going to manage through certain issues 20 00:00:59,570 --> 00:01:00,500 that could arise, 21 00:01:01,010 --> 00:01:03,410 it ends up being a much better experience, 22 00:01:03,440 --> 00:01:06,680 both for you and your customer for you, 23 00:01:06,680 --> 00:01:09,440 because you're not caught completely off guard. 24 00:01:09,470 --> 00:01:12,230 You already know what your next steps are going to be 25 00:01:12,680 --> 00:01:13,700 and for your customer, 26 00:01:13,700 --> 00:01:16,790 because they feel like based on the fact that you're guiding 27 00:01:16,790 --> 00:01:20,360 them through some sort of process that you're in control, 28 00:01:20,420 --> 00:01:23,090 you're going to take care of the situation and it brings 29 00:01:23,090 --> 00:01:25,910 their anxiety level way down. 30 00:01:26,690 --> 00:01:30,080 Let's talk now about what could be your plan. 31 00:01:30,890 --> 00:01:32,120 We're starting at the beginning. 32 00:01:32,330 --> 00:01:35,570 A customer has reached out and is angry for some reason. 33 00:01:36,140 --> 00:01:39,680 The very first thing is to take a deep breath so 34 00:01:39,680 --> 00:01:41,900 that you can stay in control. 35 00:01:42,380 --> 00:01:44,840 It's not a life or death situation. 36 00:01:45,230 --> 00:01:46,760 You're going to be able to work through this. 37 00:01:46,790 --> 00:01:47,810 So take a deep breath. 38 00:01:48,710 --> 00:01:53,270 The second thing is listen to what the customer is saying, 39 00:01:53,540 --> 00:01:57,620 and then try to determine which category it falls in. 40 00:01:57,620 --> 00:01:59,090 There's two different categories. 41 00:01:59,540 --> 00:02:02,810 One is I don't have a better term for it, 42 00:02:02,810 --> 00:02:05,510 but it's a new year rational frustration. 43 00:02:05,570 --> 00:02:06,020 And of course, 44 00:02:06,020 --> 00:02:08,540 then that means the other one is a rational frustration. 45 00:02:08,990 --> 00:02:11,210 And you handle both of these differently. 46 00:02:11,780 --> 00:02:14,240 If the problem is irrational, 47 00:02:14,630 --> 00:02:16,670 let me give you an example of something that that would 48 00:02:16,670 --> 00:02:21,050 be, they emailed you and within five minutes you haven't responded 49 00:02:21,050 --> 00:02:22,550 yet. Okay? 50 00:02:22,760 --> 00:02:26,690 It's a little bit of an irrational expectation that you are 51 00:02:26,690 --> 00:02:29,630 just available to respond to any email within five minutes, 52 00:02:30,170 --> 00:02:34,730 or let's say they were expecting a delivery on a certain 53 00:02:34,730 --> 00:02:37,400 date. You got the delivery out in time, 54 00:02:37,730 --> 00:02:39,260 but ups, 55 00:02:39,320 --> 00:02:40,220 postal service. 56 00:02:40,220 --> 00:02:42,710 However you're managing the delivery. 57 00:02:42,740 --> 00:02:45,350 Didn't get it to your customer in time. 58 00:02:45,920 --> 00:02:47,540 You don't have control over that. 59 00:02:47,570 --> 00:02:51,230 So for them to be angry at you is irrational. 60 00:02:51,650 --> 00:02:55,820 The way you manage through irrational issues is to listen. 61 00:02:56,180 --> 00:02:57,260 They're emotional. 62 00:02:57,530 --> 00:03:00,430 You care about the fact that they're in this emotional spot 63 00:03:00,700 --> 00:03:04,660 because they've interacted with your business and whether you're responsible for 64 00:03:04,660 --> 00:03:05,140 it or not, 65 00:03:05,140 --> 00:03:06,640 and it's rational or not. 66 00:03:06,880 --> 00:03:09,550 You want to try and help them work through it. 67 00:03:09,850 --> 00:03:11,440 And the way you do it is to listen. 68 00:03:11,980 --> 00:03:13,330 Hear what they're saying? 69 00:03:13,660 --> 00:03:14,980 Not to get defensive. 70 00:03:15,340 --> 00:03:16,570 Well, then it wasn't our fault. 71 00:03:16,690 --> 00:03:18,610 The postal service didn't deliver it on time, 72 00:03:18,670 --> 00:03:20,380 right? Or what do you expect? 73 00:03:20,380 --> 00:03:21,480 I can't open the emails. 74 00:03:21,630 --> 00:03:22,860 Then five minutes. 75 00:03:22,980 --> 00:03:25,140 I have other things to do as well. 76 00:03:25,530 --> 00:03:27,270 Or maybe I had to go to the bathroom. 77 00:03:27,780 --> 00:03:29,100 You know that one, 78 00:03:29,210 --> 00:03:33,720 just put that customer on the defensive and not allow for 79 00:03:33,720 --> 00:03:34,830 a good conversation. 80 00:03:35,370 --> 00:03:37,710 So the thing is just to listen to what they have 81 00:03:37,710 --> 00:03:38,340 to say, 82 00:03:38,820 --> 00:03:40,980 acknowledge their frustration. 83 00:03:41,010 --> 00:03:43,290 Not that you even agree with it necessarily, 84 00:03:43,410 --> 00:03:45,630 but you can acknowledge their frustration. 85 00:03:46,080 --> 00:03:50,070 Gosh, I certainly understand why you needed that package and why 86 00:03:50,070 --> 00:03:53,790 you're so frustrated that the postal service didn't send it in 87 00:03:53,790 --> 00:03:55,470 the timing that they normally do. 88 00:03:55,770 --> 00:03:58,920 So you are acknowledging and you're listening to them. 89 00:03:59,490 --> 00:04:03,660 And that most of the time with someone who is in 90 00:04:03,660 --> 00:04:08,040 that emotional state will help them to calm down. 91 00:04:08,370 --> 00:04:10,410 And sometimes after they calm down, 92 00:04:10,470 --> 00:04:13,560 they'll jump over into a rational position. 93 00:04:13,980 --> 00:04:15,210 And sometimes they won't, 94 00:04:15,630 --> 00:04:17,130 but by you acknowledging, 95 00:04:17,190 --> 00:04:21,120 showing and recognizing that you understand what they're going through and 96 00:04:21,120 --> 00:04:24,930 why they're frustrated is the best way to manage through these 97 00:04:24,990 --> 00:04:26,610 irrational conversations. 98 00:04:26,910 --> 00:04:27,480 And from there, 99 00:04:27,480 --> 00:04:31,440 you just have to intuitively guide the conversation forward, 100 00:04:31,950 --> 00:04:32,820 whatever you do, 101 00:04:33,210 --> 00:04:33,610 don't tell, 102 00:04:33,630 --> 00:04:39,300 take responsibility for something that's not your responsibility for deliveries, 103 00:04:39,300 --> 00:04:40,470 not getting there on time. 104 00:04:40,470 --> 00:04:42,060 If it didn't have to do with you, 105 00:04:42,460 --> 00:04:44,970 you, the only thing that you can handle and manage with 106 00:04:44,970 --> 00:04:47,430 deliveries is when you get it into the system, 107 00:04:47,940 --> 00:04:51,900 you can't be the ups driver or be at a sectional 108 00:04:51,900 --> 00:04:55,080 center in a post office and manage all that work through 109 00:04:55,680 --> 00:04:59,610 when you take responsibilities for situations like that, 110 00:04:59,670 --> 00:05:01,710 I'll stick with that email example. 111 00:05:01,980 --> 00:05:04,080 And then also the shipping example, 112 00:05:04,410 --> 00:05:07,890 you're setting yourself up for failure because you're setting yourself up 113 00:05:08,160 --> 00:05:11,250 to be responsible for things that you have no control over. 114 00:05:11,880 --> 00:05:14,730 And so that just leads you deeper into trouble the next 115 00:05:14,730 --> 00:05:16,170 time, if it happens again. 116 00:05:16,440 --> 00:05:18,120 So make sure that's a caution here. 117 00:05:18,630 --> 00:05:21,630 Sure. Not to take responsibility for things that are out of 118 00:05:21,630 --> 00:05:22,350 your control. 119 00:05:22,830 --> 00:05:24,030 You can still listen. 120 00:05:24,450 --> 00:05:29,550 You can still be sympathetic and understanding and recognize the frustration 121 00:05:29,550 --> 00:05:30,990 on behalf of your customer. 122 00:05:31,320 --> 00:05:34,110 But that's pretty much all you can do at that point. 123 00:05:34,110 --> 00:05:37,410 And what I found is many times they needed somebody to 124 00:05:37,410 --> 00:05:38,850 listen and, 125 00:05:38,880 --> 00:05:41,130 and the case will be closed and they will move on 126 00:05:41,130 --> 00:05:43,110 and they'll be appreciative that you were there to listen to 127 00:05:43,110 --> 00:05:44,220 them. Okay? 128 00:05:44,220 --> 00:05:48,450 So that's the irrational side of a customer complaint. 129 00:05:48,780 --> 00:05:50,640 Now let's get to a rational side. 130 00:05:51,150 --> 00:05:55,050 The rational side is they have a legitimate issue with you. 131 00:05:55,590 --> 00:05:57,920 You sent them the product. 132 00:05:58,340 --> 00:05:59,240 So that's a problem. 133 00:05:59,420 --> 00:06:01,520 They need a return refund exchange, 134 00:06:01,520 --> 00:06:02,480 whatever it is, 135 00:06:03,080 --> 00:06:06,170 their package came and the parts were broken. 136 00:06:06,200 --> 00:06:12,020 That's another legitimate complaint or issue when these issues are rational. 137 00:06:12,140 --> 00:06:14,930 It's now up to you as a business owner to work 138 00:06:14,930 --> 00:06:16,340 through the situation. 139 00:06:16,640 --> 00:06:18,920 And the best thing to do is to have a specific 140 00:06:18,920 --> 00:06:21,560 step-by-step action plan of what you'll do. 141 00:06:21,590 --> 00:06:25,100 So think this through about how you'll manage this before it 142 00:06:25,100 --> 00:06:26,120 actually happens. 143 00:06:26,600 --> 00:06:31,460 You know how nowadays I'll use Amazon as an example, 144 00:06:31,700 --> 00:06:32,990 when you have a return, 145 00:06:33,020 --> 00:06:36,770 you go online to initiate the return transaction, 146 00:06:37,610 --> 00:06:39,830 and then it asks you a series of questions. 147 00:06:39,860 --> 00:06:41,810 There's a process that you work through, 148 00:06:42,020 --> 00:06:43,700 what was wrong with the product, 149 00:06:43,760 --> 00:06:45,260 the reason for the return. 150 00:06:45,560 --> 00:06:48,320 And then are you going to drop it off somewhere? 151 00:06:48,320 --> 00:06:49,670 Are you going to mail it? 152 00:06:49,730 --> 00:06:51,740 They give you instructions accordingly. 153 00:06:51,740 --> 00:06:55,130 And then you get your confirmation and directions for return. 154 00:06:55,340 --> 00:06:56,330 It's a whole system. 155 00:06:57,170 --> 00:07:00,350 I'd suggest you create a process similar to this. 156 00:07:00,380 --> 00:07:03,650 That's very structured and is the same each and every time 157 00:07:04,040 --> 00:07:05,960 also, what are your different options? 158 00:07:06,170 --> 00:07:09,860 If something is broken or something that they got, 159 00:07:09,860 --> 00:07:11,240 wasn't exactly what they ordered. 160 00:07:11,240 --> 00:07:12,190 It was the wrong color, 161 00:07:12,190 --> 00:07:12,710 or, you know, 162 00:07:12,710 --> 00:07:14,900 whatever different from what the order was. 163 00:07:15,230 --> 00:07:17,300 Okay. Not that now they've changed their mind. 164 00:07:17,300 --> 00:07:19,250 They want the red one instead of the pink one. 165 00:07:19,280 --> 00:07:20,210 That's a different story. 166 00:07:20,210 --> 00:07:21,500 That would be an exchange, 167 00:07:21,500 --> 00:07:25,040 right? But so think through these different scenarios and how you 168 00:07:25,040 --> 00:07:25,700 would manage it. 169 00:07:25,700 --> 00:07:28,460 So you already have your system figured out. 170 00:07:29,030 --> 00:07:31,610 And the reason you wanted to do this is you stay 171 00:07:31,610 --> 00:07:36,710 in control and can guide your customer through how you'll fix 172 00:07:36,710 --> 00:07:38,060 the situation together. 173 00:07:38,600 --> 00:07:42,380 And it's different based on if something arrived broken, 174 00:07:42,500 --> 00:07:44,450 because it wasn't packaged properly. 175 00:07:44,900 --> 00:07:45,680 Well, that's on you. 176 00:07:45,680 --> 00:07:47,420 You need to send out another one for them. 177 00:07:47,990 --> 00:07:50,480 Do you want them to return the broken item? 178 00:07:50,570 --> 00:07:52,820 Do you want them to just keep it and toss it? 179 00:07:52,850 --> 00:07:53,090 You know, 180 00:07:53,090 --> 00:07:53,960 what's your system, 181 00:07:53,990 --> 00:07:54,860 what's your plan. 182 00:07:55,430 --> 00:07:57,800 It might be different for different businesses, 183 00:07:57,860 --> 00:07:59,960 so, and different types of products that you have. 184 00:07:59,990 --> 00:08:00,890 So think through that, 185 00:08:01,580 --> 00:08:03,140 if it's an exchange, 186 00:08:03,680 --> 00:08:06,230 do they pay the shipping of the other one back to 187 00:08:06,230 --> 00:08:08,660 you? Cause that's still a perfectly good product that you can 188 00:08:08,660 --> 00:08:12,440 sell. All of these things you look at and figure out 189 00:08:12,440 --> 00:08:16,130 what is the right resolution when it's a rational, 190 00:08:16,280 --> 00:08:17,930 legitimate complaint. 191 00:08:18,710 --> 00:08:22,480 And then you fix it based on whatever your system and 192 00:08:22,480 --> 00:08:23,140 you move on. 193 00:08:24,100 --> 00:08:28,030 Now, heavy said that maybe you're fortunate at this point, 194 00:08:28,030 --> 00:08:29,920 not to have ever encountered this, 195 00:08:29,980 --> 00:08:34,240 but I've encountered this several times where you have a customer. 196 00:08:34,270 --> 00:08:38,410 What they are asking for and requesting is completely out of 197 00:08:38,410 --> 00:08:39,910 line either. 198 00:08:39,910 --> 00:08:43,600 It's totally off course from what you actually offer. 199 00:08:43,930 --> 00:08:46,390 So they're virtually asking you to create a product that you 200 00:08:46,390 --> 00:08:50,950 don't even offer or the product that you offer. 201 00:08:50,980 --> 00:08:53,110 Doesn't do what they want it to do. 202 00:08:53,170 --> 00:08:54,590 Let me give you a couple examples. 203 00:08:54,590 --> 00:08:57,900 So here I own another company called the ribbon print company. 204 00:08:57,900 --> 00:09:00,510 You might know that depending on whether you've been with me 205 00:09:00,510 --> 00:09:01,650 for a while or not. 206 00:09:02,100 --> 00:09:03,120 And from time to time, 207 00:09:03,120 --> 00:09:06,450 we'll have people buy a printer and then be angry that 208 00:09:06,450 --> 00:09:08,430 it can't do what they want it to do. 209 00:09:08,940 --> 00:09:09,630 For example, 210 00:09:09,990 --> 00:09:14,250 I had one person who wanted to Mount the printers on 211 00:09:14,250 --> 00:09:18,300 the ceiling of their facility because they had no more space 212 00:09:18,750 --> 00:09:22,500 and run the ribbon and the printers and the accessories through 213 00:09:22,500 --> 00:09:23,070 that way, 214 00:09:23,100 --> 00:09:25,710 like the computer would be on a desk and the printer 215 00:09:25,710 --> 00:09:27,870 would be bolted to the ceiling. 216 00:09:28,410 --> 00:09:29,700 Like I'm not even kidding. 217 00:09:30,240 --> 00:09:31,920 That was what someone wanted to do. 218 00:09:32,940 --> 00:09:35,670 We had to explain to them that that wasn't possible. 219 00:09:36,150 --> 00:09:38,820 You cannot work the printer that way you can't load the 220 00:09:38,820 --> 00:09:39,900 materials that way. 221 00:09:40,140 --> 00:09:42,120 It's just not going to work. 222 00:09:42,720 --> 00:09:44,670 Obviously we took the return. 223 00:09:44,700 --> 00:09:48,030 Thank God they hadn't started drilling into the printers or something, 224 00:09:48,360 --> 00:09:50,880 but that's an example of where it's not a fit for 225 00:09:50,880 --> 00:09:53,720 what your customer wants versus what your can do. 226 00:09:54,140 --> 00:09:55,040 The ribbon print company. 227 00:09:55,040 --> 00:10:00,560 Again, we had a customer who makes clothing labels, 228 00:10:00,590 --> 00:10:02,330 and she's still a customer of ours now, 229 00:10:02,360 --> 00:10:02,900 by the way. 230 00:10:03,440 --> 00:10:06,980 But she was testing out the ink that we use for 231 00:10:06,980 --> 00:10:08,480 washable clothing labels, 232 00:10:08,780 --> 00:10:11,750 but she was washing it in that soft soap. 233 00:10:12,290 --> 00:10:14,840 And the soft soap also has lotion in there. 234 00:10:15,230 --> 00:10:19,220 The combination of that soap and the lotion takes the print 235 00:10:19,220 --> 00:10:19,820 off the ribbon. 236 00:10:20,570 --> 00:10:24,740 Now our system has been tested for going through a laundry 237 00:10:24,740 --> 00:10:27,650 machine with laundry detergent, 238 00:10:28,160 --> 00:10:29,540 but it doesn't work with that. 239 00:10:29,540 --> 00:10:31,370 Hand-washing soft soap. 240 00:10:31,970 --> 00:10:32,540 So again, 241 00:10:32,540 --> 00:10:36,290 an example of not a right fit and stent that you're 242 00:10:36,290 --> 00:10:40,310 being honest and telling them what is possible and what isn't 243 00:10:40,310 --> 00:10:43,250 possible. And not trying to create things just to get a 244 00:10:43,250 --> 00:10:46,190 sale is important, 245 00:10:46,280 --> 00:10:49,520 right? For your credibility and alleviate a lot of time and 246 00:10:49,520 --> 00:10:50,390 energy later, 247 00:10:50,780 --> 00:10:53,930 making sure that they're getting what they need or not purchasing 248 00:10:53,930 --> 00:10:54,350 at all. 249 00:10:54,350 --> 00:10:55,610 If it's not the right thing fit, 250 00:10:56,690 --> 00:10:59,630 there were also some times where people will blame you. 251 00:10:59,630 --> 00:11:00,320 You for something, 252 00:11:00,320 --> 00:11:01,070 no matter what, 253 00:11:01,070 --> 00:11:02,360 it's not your responsibility. 254 00:11:02,360 --> 00:11:02,720 It's not, 255 00:11:02,720 --> 00:11:05,030 your control had nothing to do with you. 256 00:11:05,090 --> 00:11:05,900 And I have had, 257 00:11:06,200 --> 00:11:07,700 I can only think of one customer. 258 00:11:07,700 --> 00:11:08,420 Who's been like that. 259 00:11:08,630 --> 00:11:10,550 Being very rude to my staff, 260 00:11:10,700 --> 00:11:12,470 to the point of swear words, 261 00:11:12,500 --> 00:11:13,610 being demeaning, 262 00:11:14,000 --> 00:11:15,710 insulting. I just said, 263 00:11:15,710 --> 00:11:16,220 you know what? 264 00:11:16,460 --> 00:11:17,450 This is not a good fit. 265 00:11:17,510 --> 00:11:19,460 We're not going to be able to work together. 266 00:11:19,730 --> 00:11:21,980 And we had to take a pass, 267 00:11:22,230 --> 00:11:23,000 let them go. 268 00:11:23,030 --> 00:11:24,800 They were just not nice, 269 00:11:25,250 --> 00:11:26,210 not nice people. 270 00:11:26,300 --> 00:11:27,920 You don't want to work with not nice people. 271 00:11:28,070 --> 00:11:31,010 So you have to acknowledge that there will be times when 272 00:11:31,040 --> 00:11:32,630 you'll encounter things like this. 273 00:11:32,870 --> 00:11:34,580 And as the owner and leader, 274 00:11:34,610 --> 00:11:37,310 you need to decide how much we'll put up with and 275 00:11:37,310 --> 00:11:39,080 take actions accordingly. 276 00:11:39,470 --> 00:11:42,020 And all of this just goes along with what is your 277 00:11:42,020 --> 00:11:46,130 process? What is your step-by-step reasoning on how you manage through 278 00:11:46,130 --> 00:11:51,200 these things and thinking through it beforehand versus after is always 279 00:11:51,200 --> 00:11:51,740 the key. 280 00:11:52,760 --> 00:11:56,950 The worst thing that you can possibly do is ignore them. 281 00:11:57,670 --> 00:12:02,590 If you don't return an email when someone's really mad or 282 00:12:02,620 --> 00:12:05,170 you don't reply on social media, 283 00:12:05,260 --> 00:12:06,250 oh, I'll get to that in a minute. 284 00:12:06,250 --> 00:12:08,470 How you manage issues like this on social media, 285 00:12:09,010 --> 00:12:11,740 but just ignoring and pretending that they don't exist. 286 00:12:12,100 --> 00:12:13,150 What is that going to do? 287 00:12:13,510 --> 00:12:14,590 What does it do to you? 288 00:12:14,620 --> 00:12:16,120 If you were on the other side, 289 00:12:16,570 --> 00:12:20,410 it's going to make you angrier and angrier and angrier. 290 00:12:20,440 --> 00:12:23,440 So that is the one thing that you do not ever 291 00:12:23,590 --> 00:12:25,300 do. Now. 292 00:12:25,300 --> 00:12:26,830 I hadn't thought of talking about this, 293 00:12:26,830 --> 00:12:28,810 but since it's just come up in my mind, 294 00:12:28,810 --> 00:12:29,560 I think I will. 295 00:12:30,070 --> 00:12:30,880 Social media. 296 00:12:31,240 --> 00:12:35,890 If someone bashes you on social media here is what you 297 00:12:35,890 --> 00:12:39,550 do to handle that whatever the post is, 298 00:12:39,640 --> 00:12:40,930 you respond to them. 299 00:12:40,960 --> 00:12:45,040 One time you acknowledge that they're frustrated. 300 00:12:45,730 --> 00:12:47,470 If it was something that you did wrong, 301 00:12:47,470 --> 00:12:48,550 say my gosh, 302 00:12:48,550 --> 00:12:49,090 we're sorry. 303 00:12:49,090 --> 00:12:51,850 We'd like to correct this DM me. 304 00:12:51,880 --> 00:12:52,690 Or you say, 305 00:12:52,750 --> 00:12:55,870 I'll message you so that we can get this resolved. 306 00:12:56,650 --> 00:12:57,910 So one way or another, 307 00:12:57,910 --> 00:13:03,130 you take the conversation offline and then resolve it. 308 00:13:03,790 --> 00:13:06,460 Now, some people just like to cause trouble. 309 00:13:06,730 --> 00:13:08,740 You reply to a post. 310 00:13:09,010 --> 00:13:10,150 Let me message you. 311 00:13:10,150 --> 00:13:13,180 And we'll talk offline and figure out how to manage through 312 00:13:13,180 --> 00:13:14,110 the situation. 313 00:13:14,710 --> 00:13:18,130 But instead they want to put this whole drama on social 314 00:13:18,130 --> 00:13:20,040 media. Don't do it. 315 00:13:20,430 --> 00:13:25,590 You respond one time saying that you're interested in working with 316 00:13:25,590 --> 00:13:26,580 them offline, 317 00:13:26,940 --> 00:13:28,080 everyone else in the world. 318 00:13:28,110 --> 00:13:30,870 Doesn't have to be part of that personal conversation about how 319 00:13:30,870 --> 00:13:32,520 you're rectifying the situation. 320 00:13:32,850 --> 00:13:34,860 And if they just want to keep talking and talking and 321 00:13:34,860 --> 00:13:38,130 talking and talking and being mad or whatever they're doing, 322 00:13:38,220 --> 00:13:39,120 or let them do it. 323 00:13:39,750 --> 00:13:41,100 There are some times in this, 324 00:13:41,100 --> 00:13:42,570 you just need to use your best judgment, 325 00:13:42,960 --> 00:13:46,170 where it does make sense to come back and say so 326 00:13:46,170 --> 00:13:47,970 glad you brought this to our attention. 327 00:13:48,180 --> 00:13:51,030 I'm glad we were able to solve this to your satisfaction. 328 00:13:51,090 --> 00:13:51,300 You know, 329 00:13:51,300 --> 00:13:53,610 that may be another thing that you would put online, 330 00:13:53,910 --> 00:13:57,390 but don't whatever you do start engaging with this back and 331 00:13:57,390 --> 00:14:00,300 forth nitpicking with someone on social, 332 00:14:00,480 --> 00:14:02,640 you will not win in that case. 333 00:14:03,060 --> 00:14:03,750 And honestly, 334 00:14:03,750 --> 00:14:06,420 I think you'll feel the same way when you see people 335 00:14:06,420 --> 00:14:08,520 doing that to another business on social, 336 00:14:08,760 --> 00:14:09,120 you know, 337 00:14:09,120 --> 00:14:11,130 that this person is just out to be a pain. 338 00:14:11,670 --> 00:14:12,690 They have a bone to pick. 339 00:14:12,690 --> 00:14:14,310 Maybe it doesn't even have to do with you. 340 00:14:14,310 --> 00:14:16,170 And they've just decided you're going to be their outlet. 341 00:14:16,650 --> 00:14:16,890 All right? 342 00:14:16,890 --> 00:14:21,360 So this is the way we work through any issues that 343 00:14:21,360 --> 00:14:22,560 we have with customers. 344 00:14:23,250 --> 00:14:25,890 Take a deep breath so that you stay in control, 345 00:14:26,760 --> 00:14:29,460 determine whether this is a rational, 346 00:14:29,550 --> 00:14:31,080 true issue, 347 00:14:31,530 --> 00:14:33,000 or they're just being emotional. 348 00:14:33,060 --> 00:14:34,470 And if they're being emotional, 349 00:14:34,680 --> 00:14:35,790 be there to listen. 350 00:14:36,210 --> 00:14:39,450 Sympathize have some conversation. 351 00:14:39,930 --> 00:14:42,720 Don't claim responsibility of this had nothing to do with something 352 00:14:42,720 --> 00:14:43,740 that you could control. 353 00:14:44,490 --> 00:14:45,390 If on the other hand, 354 00:14:45,390 --> 00:14:47,730 you see that it's a rational problem, 355 00:14:48,090 --> 00:14:49,530 wrong product scent. 356 00:14:49,740 --> 00:14:53,030 Cause it was a mistake on end own up to it 357 00:14:53,420 --> 00:14:55,460 and then direct them through the system. 358 00:14:55,460 --> 00:14:58,970 You have set up already to resolve the situation. 359 00:15:00,140 --> 00:15:00,440 You know, 360 00:15:00,440 --> 00:15:02,330 we all want to be perfect in our business, 361 00:15:02,450 --> 00:15:04,820 right? We want everything to run smoothly. 362 00:15:04,850 --> 00:15:06,740 That's always the goal. 363 00:15:07,550 --> 00:15:09,830 Unfortunately, that conflicts with reality, 364 00:15:10,190 --> 00:15:11,840 the more time you're in business, 365 00:15:11,870 --> 00:15:14,780 you're more susceptible to things happening. 366 00:15:14,990 --> 00:15:17,150 And even if you were 100% perfect, 367 00:15:17,420 --> 00:15:18,560 you never, 368 00:15:18,560 --> 00:15:20,330 ever sent out the wrong product. 369 00:15:20,750 --> 00:15:23,330 Things always were delivered on time. 370 00:15:23,810 --> 00:15:27,740 Everything was delivered without any damage ever. 371 00:15:28,250 --> 00:15:32,210 You're still going to end up having that random customer who 372 00:15:32,240 --> 00:15:35,360 lashes out at you for some reason that may not have 373 00:15:35,360 --> 00:15:36,770 to do with your business at all. 374 00:15:37,070 --> 00:15:41,030 And it's how you manage through that will either detract that 375 00:15:41,030 --> 00:15:43,610 customer from you where they'll never work with you again, 376 00:15:43,670 --> 00:15:47,450 which might be okay if they're a crazy or it's going 377 00:15:47,450 --> 00:15:51,710 to make them an even more loyal customer moving forward. 378 00:15:53,600 --> 00:15:54,530 That's a wrap. 379 00:15:54,890 --> 00:15:56,750 I'm a get to the point kind of girl. 380 00:15:56,900 --> 00:15:59,690 And this is what you can expect from these quick mid-week 381 00:15:59,690 --> 00:16:02,630 sessions. Now it's your turn. 382 00:16:03,140 --> 00:16:05,510 Go out and fulfill that dream of yours. 383 00:16:05,810 --> 00:16:07,970 Share your handmade products with us. 384 00:16:08,240 --> 00:16:12,080 We want them and they bring us both so much happiness.