I had in mind a different post to write this morning, but came in to my day job to a google review that blew my mind.

A customer was very upset about a visit he made almost 1 year ago.

While you may be shaking your head, thinking “why complain now?” it happens more often than you would imagine. I have heard countless stories (and experienced a few myself) of things like people trying to return items, or making complaints months after the original transaction occurred.

So what is a business person to do?

If you are a small business owner, especially one just starting out, it can be tempting to just give in to what the customer wants, or give them a refund to make them happy, and not get a bad review etc. DON’T DO IT! Here’s why: If you give in, it sets the bar at that level. It says you don’t respect yourself, your business, or your efforts enough to say “I’m sorry, but there is nothing I can do”. Your business is your livelihood, it’s how you make your money. Customers need to know and understand this, and if they don’t, you have every right to fire them.

 

There are many ways we can help you reply, or learn to reply to customers like this. Please contact us for a personalized quote for your business needs.