How Do You Deal With Unhappy Customers

[GrowingUpHerbal]

How do you all deal with customers that aren't happy with your products? Whether they want a return, an exchange, or something different... how do you as a business owner deal with their requests?

[QuirkyUniverse]

I had a customer who left me positive feedback but sent me an email that made me realize he wasn't 100% happy. He was really nice and was offering more of a suggestion. I asked him if there was something I could do so he was 100% happy, be it a refund, discount, whatever. He just wanted me to change something small, so I did, I paid for shipping both ways and we both ended up happy. What's funny was it was something I had been thinking about doing anyway and he helped me decide to start doing it.

I absolutely believe in my customer being completely satisfied with their purchase and in providing excellent customer service.

[GrowingUpHerbal]

Great tip. Thanks for sharing! Love it!

[Former_Member]

It would depend on the situation.

I also believe in doing what is necessary (within reason, of course) to make my customers happy!

[GrowingUpHerbal]

I think it can be especially hard to deal with unhappy customers on Etsy just due to shop feedback. If you don't keep them satisfied, they can mess up your feedback score.

Does that affect how you deal with them?

[FenderGemsNCrystals]

If they contact me I let them return the item for a full refund per my shop policy. If they leave negative feedback within the time frame of my shop policy I contact and offer to take a return with full refund. If they wait too long to contact me I respond but they would have to explain why it took so long, like illness or something. If they leave late negative feedback with no explanation I do nothing. I assume if the customer does not proactively contact me they probably won't bother to return the item. I do not refund without a return.

[GrowingUpHerbal]

Anyone else care to share how you deal with unhappy customers?

Do you go out of your way to make them happy or not?

[1AEON]

happy customer = happy life.
If they are unhappy, you make them happy. Customer care is a huge part of running a business, let along a handmade shop, where you responsible for everything that happens in/with your store or the products, services that you offer.
At least this is how I feel. Also, I try to think "how would I feel if this would happen to me on a shitty day?".

[GrowingUpHerbal]

I hear what you're saying and I agree. I feel like, for the most part, customers are going to be easy to please. If you can do something to make them happy, then do it. It's not going to put you out or cost you a ton of money, but it can save your business and it's reputation.

I think the feedback thing here is tricky though. You're going to run across some customers that can't be pleased. I suppose you have to do the best you can and let the chips fall where they will as far as feedback goes.

Thoughts?

[QuirkyUniverse]

That's how I feel. I don't worry about the feedback, whether they've left negative, positive or neutral or nothing I strive to make their experience positive.

[GrowingUpHerbal]

What sort of things do you do to make sure you customer's experience will be the best it can be even before they buy?

I'm thinking product photos, descriptions, & shop policies.

What do you do to prevent them from being unhappy in the first place?

[1AEON]

be the best You, that you can be:)