What to do about neutral feedback

[TUSKE]

I've just received my first neutral feedback. I'm so upset! :-( I take customer service very seriously and have had only happy customers...until now.

The customer didn't bother contacting me before leaving a neutral even though I clearly state in my thank you email after purchase AND in my policies that if they are unhappy to let me know and I'll work something out for them.

Question is: What is the best thing to do now? The item was a 25-30 year old vintage belt for $11. She is complaining about the quality. Do I send an apology email with an offer of a discount or refund? Do I apologise and leave it? What is the protocol here?

Thank you so much for any advice.

[Former_Member]

Sorry to hear that, Lou!
if you feel inclined to do so contact the buyer with a friendly message saying you noticed the feedback and would like to see if there was anything you could have done to make for a better experience. If you don't hear back then it must not have been too big an issue to respond with but it is certainly better than a negative feedback. If they do respond with something that could have been made better then you have a chance to hopefully prevent it from happening in future transactions as well.

[TUSKE]

Thanks for responding Halyssa.

[ModernHermine]

huh I looked the belt looked perfectly fine? It will only work a few times what does that mean? I think if people look at that they will see it's not falling apart ?

[Former_Member]

Personally, I wouldn't be too concerned. When I read her feedback, I thought of someone who is very hard to please. It doesn't look like it about to fall apart in the pictures, and she paid $11 for it. I think a lot of people leave neutral feedback if it isn't the most amazing thing ever, which is unfortunate. Especially for them, as it mean they are probably never happy.

[DesignsbyCher]

Try not to be too upset over it... it's vintage and if she "only gets to wear it a few times" it was also only $11. So while it's not a positive, it's not a negative either and won't affect your feedback one way or the other.

Some people are just hard to please, and won't contact you for that very reason. I'd let it lie and move on ;)

[TUSKE]

Well thank you everyone. I really do try to do everything I can to make customers happy. I've been in customer service all my working life so this is a bit of a blow! I've written a nice email to the customer offering her a partial refund (half back) and a request to 'kiss and make up'. We'll see what happens. I do appreciate the encouragement from each of you. :-)

[Former_Member]

i know what you mean about neutral feedback - and it sucks, especially when the person is being unreasonable. i got one because the buyer was "disappointed" with the size of her custom favor bags, even though the measurements were discussed in convos AND were clearly stated in the description and title of her custom listing. i tried contacting her afterwards to see if there was anything I could do, I offered her bigger bags at my cost, and she just ignored me. I haven't left her feedback yet.

[Former_Member]

I had my first neutral a while ago-Over something that wasn't really my fault, ut still could have cause for neutral feedback.

I contacted the buyer and asked if there was anything I could do to make up, and informed her of the 'kiss and make up' option.
She changed the feedback :)

If you are planning on contacting the buyer further, here's a few tips- be very polite and don't write in a pushy manner; if people think you are being condescending or inconsiderate I don't think they would want to change their feedback

[Former_Member]

when someone leaves you neutral feedback and it's uncalled for, and they refuse to kiss and make up, should/would you leave them neutral/negative feedback? i got a neutral and haven't left her feedback yet. i wonder what the right thing to do would be...

[Former_Member]

For what would you apologize? You wrote the brand, you wrote the materials... it was a fair price. She is expecting Coach quality leather in a Tanjay plastic belt? For $11? I would just chalk it up to not being able to please everyone and move on.

[SusanWindsor]

Sara said:
"Personally, I wouldn't be too concerned. When I read her feedback, I thought of someone who is very hard to please."
_______

Thats exactly what I thought too. What a cranky person she must be! Your photos were great. There was no guessing what it was. The positive thing is that your approval rating still says 100%. I'd probably just leave it alone.

[TUSKE]

You guys are all awesome! It's so great being able to discuss/brainstorm/vent with other like-minded people!

My customer has agreed to 'kiss and make up'. I have given her a partial refund and have initiated a 'kiss and make up'. Now I just hope she follows through with the agreement. That would suck even more if she didn't hold up her part of the bargain.

Shermin - I too wonder about leaving neutral/negative feedback for customers who are unreasonable or impossible to please. Do sellers ever leave neutral or negative feedback for customers? I don't really like the idea but I can imagine in some circumstances it would absolutely be called for, no?

[Former_Member]

Personally, I wouldn't be too concerned. When I read her feedback, I thought of someone who is very hard to please. It doesn't look like it about to fall apart in the pictures, and she paid $11 for it. I think a lot of people leave neutral feedback if it isn't the most amazing thing ever, which is unfortunate. Especially for them, as it mean they are probably never happy.

________

I second this! I think offering the partial feedback and kiss and make-up was the right thing to try and do.