This is the best gosh darn video I have ever seen about client servicing, and how to handle these disgruntled people that walk the Earth. Thank you so much for this. It was extremely helpful and good for my mental health as a pet portrait artist ❤❤❤❤❤❤❤

Every interaction with a customer is teaching me something, even conflicts and complaints. They've improved my business by making me think like a customer and answering their questions in my listings or photos before they have to ask them.

@hannahmitchell87

6 ай бұрын

Absolutely! Same here! I look back & cringe sometimes at how I used to do things. I've made a lot of changes & improvements along the way, which wouldn't have occurred without customer feedback. It's humbling & sensible to remember we're all still learning

Thank you for this! Most of my customers are wonderful. I maybe have 1 "bad" customer a year.

I sell printables and downloads are sometimes a problem, so I expect there is to be a problem sometime 😊 You are right, thank goodness the bad reviews are few and far between. Usually something they had problems downloading or tech knowledge even though you note they may need some computer knowledge. Most customers are great! 😊

Wait 10 years. Brilliant advice 😂

One of the things I sell is digital downloads, and I get at least every other day someone who cannot download. I just email it to them. I am in a couple of groups I joined recently, and oh my goodness you described these groups exact- so much customer bashing, yada. I replied in one of them why not just email it to them? And she gave some reply that they were lying or something, and I said who cares, just email it and you have done your part. It is also as if the mods encourage this in these groups, they did not shut off comments and instead made a post that we need to be nice to one another and support one another and they will not put up with this in their group. While I wasn't all flowers and rainbows in my questioning, I perhaps was short and direct, I just was so baffled at all the posts in there like this one after another.

Great advice! I am not the karma police, not my job to teach lessons. Nobody gets away with anything in the long run anyway. I almost always tell customers it's 💯 % my fault even if it isn't. This works great, they typically do a complete 360 & thank me.

I needed this today, thank you, just do not understand people some days, bust off ass, 14 hours a day, customers are mainly nice, but I never get the customer that says, It was lovely just what I needed, but then leave less then a 5 star review. I really do not think they understand what really goes on behind the scenes, and I know we are not always going to get 5 stars. But, I just never understand that one customer, seen it in our group as well, they leave wonderful comments with 1 or two star reviews. But people are crabby right now, because of the economic situation. If I did something wrong to a customer, I want to know why and what I could have done to make the experience better.

love me a good rant lol thanks for this Kara !

Misery likes company so they say. I think people just find it easier to gang together when something is bad rather than when something is great. I've definitely noticed this......

So sane approach, I like your advices 😊

I would send a screenshot to acknowledge that I couldn't download something, because most of the time when you purchase something you are asked to provide a screenshot or other proof.

@KaraBuntin

6 ай бұрын

Exactly, but why? It's a download, people should just go ahead and email it if it was paid for, No big deal.

Rant away. I like that kind of thing. 😊

When we catch unusual illogical negative reviews, we use them to clarify the product or service to anyone else reading the review ; ]

II have a few thousand sales. And I don’t recall having rude customer. I had people who are unpleasant, never say hi thank you. They just go straight to the business. “If I order today Can I have this by this date” sort of thing :) I don’t engage in lengthy conversation with those people, I give them simple short answer. I don’t make their problems become problem. I do have a few four stars reviews, where customer says how happy they are with the product. But those are people who probably never leave five stars review. My advice for those who have to deal with someone just take a deep breath, don’t answer right away.. sleep on it. I had many situation when I messed up I have sent a shirt to totally different person (I was very mad with myself. ) and that customer was nice enough to go to the post office to ship it out to the correct customer.😂 not all people are bad!

@CricketsBay

6 ай бұрын

Just a word of advice ... It's illegal in the U.S. and the EU to give a customer's address to another customer. You can be sued for this, the regulatory agency in your country/state/province can revoke your business license or tax certificate, and even ban you from running a business in that country/state/province again.

@Miss-Laine

6 ай бұрын

@@CricketsBay Copy that internet police😂 I haven’t given her the address. I made a mistake and put two shipping labels on one package one was to the customer who was supposed to receive a package and the other one was to somebody else and the post office used the label that it was not for the right customer she simply put the item in the package again and shipped it.

@hannahmitchell87

6 ай бұрын

​@CricketsBay even if you've got explicit consent from the customer in question to pass on their address?

It's negativity bias we're predisposed to, not just unusual events. Kept us safe evolutionarily. Doesn't translate too well to the modern day though: threats to life are fewer so instead we cling to the negative review/ snarky comments etc etc 😅

Ah Kara, you are the voice of sanity ❤ It's all too easy to let your chimp brain react to those sporadic 'difficult' customers (of which there are afterall very few and far between the many great customers) and get swept along in justifying your emotional response to them. Will it really matter to you in a weeks time, in a months time? No..Is there something to learn from it? More than likely...take that as your conclusion. A long time ago, when I had an issue with a customer, I happened to be eating a banana and when I chatted the situation over with my best friend (not on a forum) she asked, how did you handle it? I replied I solved the issue and carried on eating my banana....🍌 It has become my 'handling' mantra eversince. $2k...😂😂 Eat more bananas people and thank you Kara for this 😊

Lol and after you refund and cancel the order they have the AUDACITY to leave a review... haha happened to me once, package was lost in the mail, she was fully refunded and then left a crap review after all that

Hi Kara I can't sign into the Etsy support center I tried clicking on the sign in button but I can't sign in would you happen to know why

@KaraBuntin

6 ай бұрын

I'm not sure what you mean by the Etsy support center, but I don't know why you can't sign in. That's a technical issue you'd have to contact Etsy about.

Thank you for putting together this video!

@KaraBuntin

6 ай бұрын

No problem!

I have a shop with pdf patterns and what you described for the downloads has happened more than once for a customer. Like you, I just email the file to them, no big deal. I've even had them purchase the listing twice by mistake obviously no one is going to purchase 2 of the same pdf knitting pattern, and I just refund the extra one and let them know. They are so thankful and tell me horror stories of other sellers who absolutely refused to refund when that has happened elsewhere. Customer service people.

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