I think the biggest fear we all face is someone being unhappy with our products or services (even as a mom). I try hard to make a quality custom product, but sometimes things happen. I like to try new things and thought this could result in a catastrophe, but it actually hasn't been a problem so far. Although on a daily basis I learn how to improve things on my site and in my products. I think when you stop doing that there is a problem. This shop is definitely a big learning experience. I do have to say people have been very understanding. I'm hoping this is good karma for being understanding with shops on the other side of things!
Ok, so it happened...I had an unhappy customer. It wasn't craftsmanship, customer service, a lost package, but a fabric choice by the customer. But it actually was a great learning experience. I am very lucky that my first unhappy customer turned into a happy customer! It was frustrating that I did lose money on this product, even though it was the customer who chose the fabric. I could have reacted frustrated, but I tried to do everything to accommodate the customer. I realized I should be sending out proofs before I make a product that is custom and can't be undone. It is a lot easier to fix it before permanently attaching it to the clothing.
The hardest part so far has been communicating only by email and text, especially when there are a lot of questions for custom items. Accidental punctuation marks, auto-correct and not knowing the personality of a customer is very hard. Every day is a new learning experience! Something that I had feared actually turned out okay by handling them the right way. In the end the customer was happy and it taught me some very important lessons. I'm very grateful my first unhappy customer was a very understanding one!
Check out my new Valentine's clothing for girls and infants!
No comments:
Post a Comment