A Power of Response: A cautionary tale from a customer's perspective

Every interaction with a business can shape how we feel about it—sometimes in unexpected ways. This is a real incident about an online exchange that left me questioning a small business's approach to customer service. It's a reminder that, even in the digital world, a simple response can make or break a customer's experience.

As someone who's worked in sales, I'm no stranger to tough conversations and rejection. But what happened during this interaction caught me off guard. The way the business owner responded to my feedback wasn't just surprising—it was an example of how not to engage with customers. Let me share my experience and the lessons I learned along the way.

The Encounter

I recently engaged with a small business owner on a social media platform, drawn by the unique products and eager to support small enterprises. As I explored the offerings, I found the prices to be quite steep for my budget. Given my experience in sales, I understand the balance between valuing one's work and being approachable to customers.

During the online interaction, I mentioned my appreciation for the craftsmanship but also pointed out that the prices were too high for me. As a customer, I hoped for an empathetic response, maybe a brief explanation of the product's quality or a simple acknowledgment of my feedback.

The Response

Instead, I received a blunt response: "LOL." I was taken aback. In my experience, even when clients disagree or reject an offer, there's an opportunity to build rapport and leave a positive impression. A simple "Thank you for your feedback" or "We understand and appreciate your point of view" would have sufficed. But the dismissive nature of the response left me feeling disregarded and unlikely to engage with the business again.

Lessons Learned

This experience offers valuable lessons for anyone in business, particularly those interacting with customers online:

• Empathy Matters: Customers want to feel heard and valued. Even if a price is non-negotiable, acknowledging a customer's perspective goes a long way.
• Professionalism is Key: A professional response, even in the face of disagreement, can maintain or even build a business's reputation.
• Building Relationships: Every interaction is a chance to build a relationship. A humble and respectful approach can turn a negative situation into a positive one.

In an age where online reviews and social media can make or break a business, it's critical to treat every customer interaction as an opportunity to reinforce a positive brand image. While it's impossible to please everyone, a thoughtful response can mitigate potential damage and even turn skeptics into loyal customers. As someone in sales, I believe in the power of humility and the importance of respecting others' views. This experience reaffirmed those values for me, and I hope it serves as a reminder for others in business.

Now, I'd like to hear from you: What steps do you take to ensure positive interactions with customers, even when they don't lead to a sale? What strategies do you use to turn negative feedback into constructive growth for your business?

#salessuccess #customerrelationship #smallbusinesses #realincident #fromshriya