Keeping my chin up
This blog is mostly a happy place, but there was a situation recently with one of my customers that really bothered me. Before I go on with my story, I have to say that most, like 99%, of my clients are awesome, kind, super nice people.
Actually this has happened a few times before, and even though I handled each one the best I could and there was no fault of mine, I was the brunt of someone else’s anger. Having someone upset with me over something that wasn’t my fault is frustrating, especially since I have to be really nice and patient with them.
The first time this happened was through my business phone number. It was so bad that I don’t publicly display my business phone number anymore. A customer called me at about 9 o’clock at night and yelled and swore at me for taking their money, called me a thief, and said they placed an order and didn’t receive it. She yelled at me for a good 10 minutes before I could get a word in. After looking into the order, it turns out the person never checked out and the order didn’t go through. She checked her online shopping cart, and sure enough the order was still there. After I walked her through checking out, she seemed in a better mood and hung up (no apology).
The next difficult situation is currently going on. I have an overseas customer who placed an order and expected it to be delivered 3 days later … from the U.S. I get upset emails from this person every couple days saying she hasn’t received the order yet, even though I have provided online tracking information so she can see where the package is in the postal system. The package was delivered according to the post office, but I just received another angry email saying it was never delivered. I’m waiting to hear back from her about whether the package was left in a different place (another door, porch, garage, etc.). Not sure what I’m going to do about it. It was a rather large order. If an order is say $40 and under, I’ll just refund or reship because I know post offices mess up sometimes. But with an order this size I’m not sure what to do. Hopefully the order will be found.
I wish customers who purchase online could understand that not every business can ship like Amazon and the post office sucks in most places. If you’re ordering from another country, expect a few weeks for delivery. Some packages sit in customs for a week or more. In the case of the U.S., packages can sit in a processing facility for weeks until I call and ask what’s going on with it. I’ve had to refund so many orders because of this, and then the order shows up.
This is only one aspect of running a business, and I’m really glad it doesn’t happen often. I’m learning to handle situations like this, and most of the time I treat it like “the customer is always right.” But sometimes it can be frustrating. I’m practicing trying to let go of the stress over this and move on. I did nothing wrong, so I shouldn’t worry about it (I’ll keep telling myself that LOL).
Thanks for letting me get this out, and for actually reading it!
Hope you’re having a good day!