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...