How I Dealt with Negative Feedback (a.k.a. I've Got My Big Girl Panties On)

Yesterday, I was crushed. 

I opened up our Facebook Fan Page, and after a morning greeting of welcoming Barrie North Students back from March Break, someone posted some negative feedback about our poutine.

Don't get me wrong.  I had my big girl panties on, and I was able to digest the fact that they didn't enjoy our non-hand-cut french fries.  They liked our gravy and cheese (as well as our other products at Cheeky Treats), but they felt that our "commercially bagged fries" were a bit of a cop out.

I did my due diligence and responded appropriately.  I thanked them so much for their feedback and explained that this was a business decision that Shawn and I made to keep our prices reasonably lower for our customers.  I even added a smiley face!

I thought that would've been enough. 

But alas, nope, I was wrong.  The person continued on saying that people will pay for better quality and that I should do my homework. 

I think that's when I lost it.

Growing up, I was taught that if you had something negative to say, say it so that someone can learn from your words...don't be condescending.  The suggestion of doing my homework came off as condescending to me.

Before I could think about what to respond with, another customer of our came to my rescue.  She stated that she was quite happy with our food and our service and prompted us to keep it up!

I think that this fueled the fire because the person with the negative feedback went on a seeming rampage about how everyone is entitled to an opinion and actually suggested that she try two of our competitors!

That did it.

You must understand.  I have been in business for almost four years.  I have gone through so much to grow and protect it and with Shawn, the dream of owning my Store came true.  Even though at one point I didn't want a store - but that's another blog ;)

Was I wrong to delete the post of the names of the competition?  I'm really not so sure.  But I was gracious enough to let the person know of what I did and why.  He was messaged personally in his Inbox - I didn't want any more of his communication on my Wall. 

Well, the beast finally showed its face.  He was angry.  He was volatile.  He threatened that he would post on his Facebook Wall, for all of his friends to see, how awful Cheeky Treats is to the point that no one will ever come to the Store.  He believed that he had the influence to impact our business so negatively.  Maybe he does.  To be honest, a little part of me a nervous.

To close off our conversation, I simply wrote that I was sorry that he felt this way and that it was never my intention to lose him as a customer.  I thought that I was being polite and professional.  I knew that at this point I wouldn't be able to argue with him.

Oh boy - that seemed to anger it further.  He finally wrote that if we were situated closed to "that high school" we would be closed in a few months.

Really?  Did he have to go so far?  Did he have to be rude?

And even though I had my big girl panties on, my feelings were crushed.  Why it is so easy to consider the negative things that people say to you?  Not that I necessarily believe them, but the stinger has left a residual effect.

So, I did what any responsible person would do - I blocked him from my Wall.

What's crazy is that once the block was up, I thought I would have closure.  But I don't.  Let's face it. . .I was up at 5:30 a.m. and I'm writing this blog. 

But what is it that bugs me the most?  That someone didn't like our food?  No - that's not it.  I've had some negative feedback before - everyone's entitled to an opinion.  I am upset with the way that I handled the situation?  Well, if I didn't respond to him, I believe that would've shown that I didn't care about his opinion - so I chose to respond the way I did by thanking him and letting him know why we made the decision that we did about our fries. 

I think I'm upset with his reaction and how he became so rude so fast.

Yes, I know that I can't control peoples' reactions or responses.  Yes, I should take it like water off a duck's back - you know...in one ear, out the other.  But I can't let go yet - in the end, a customer is not satisfied, and I think that's what bothers me the most.  So, I'm going back to bed, I'm going to throw the covers over my head, and ponder that for a while...

Guilty. As. Charged.

I had no idea how all-consuming a blog is.  Actually, it's not the blog itself. . .the consuming part is LIFE and the blog simply has taken the back burner.  So, if you are accusing me of neglecting my blog, I do not dispute.  How could I?  So much has happened since my last post, and I've finally found the time (and the head space) to actually do it now.

So.  It's March of 2013.  The Cheeky Treats Cupcake-Mobile launched in May 2012 - we were the first-ever mobile food truck in Barrie - actually in Simcoe County.  It was fun, challenging and lots of work.  My boyfriend Shawn and I went through a HUGE learning curve, where we nearly killed each other 50 times in a matter of weeks. 

We started off at the bottom of Owen Street, very close to the Lake, and right behind The Bank Nightclub.  We pulled the Cupcake-Mobile in and out of an abandoned parking lot (the space was leased by us) everyday of the week.  Our target market:  the surrounding stores, services and businesses in the downtown area.  After Day 1, we realized that the "Health Clinic" situated across the street from us, was actually a methadone clinic.  Gakkk!  We were initially freaked, but realized that once its patrons left the Clinic, they headed straight to our Cupcake-Mobile!  Kinda of made, yes?

That lasted a month.  Unfortunately, with downtown locations, come downtown issues, and one of which were used syringes that we found daily when we arrived, scattered all over the ground.  Not a nice thing to have to pick up and bring to the Clinic for safe disposal.  At least we always remembered to bring our medical gloves.

So, we decided to look for an alternative location.  Luckily, the property management company that we worked with released us from our contract, patted us on the back, and let us leave without penalty.  We 'd definitely work with them again, if the opportunity arises.  We ended up at a Chiropractic Office, then in a parking lot at a beach, then we did some of the summertime in Wasaga Beach and Elmvale.  We were constantly thinking outside the box, trying to come with locations that would work.

And then, the top of Owen Street was our answer.

188 Owen Street.  It was a totally run-down, graffiti-ridden, lopsided piece of crap that we instantly fell in love with.  The potential was huge!  As soon as we walked into the building, I noticed that it was raining on the inside.  No joke. 

So, working with the property owners (who are absolutely fabulous, by the way) they graciously allowed us to park the Cheeky Treats Cupcake-Mobile on the property, while Shawn and I (ok, ok - mostly Shawn) renovated the inside.  And that's when we decided that we had to expand our menu to include fries and poutine.

Barrie North Students were our main customers at the Cheeky Treats Mobile (notice I dropped the word "Cupcake"?) until we actually opened the Store in December.  So, from September 1 until this point, we have been working non-stop, 7 days a week, 12-16 hours a day, caring for five children and two dogs.

So, guilty as charged?  Damn skippy I am :)  But, I am committing to writing on this blog at least once a week. 

Cheers!

Nadia