Ok, before you read this, be warned: this is just a newly born business owner pouring her heart.
Today I've had my first angry customer. I've chosen the word "angry" on purpose, not "unsatisfied" or "complaining" or "demanding" even. She was just angry, and what's worse is that this anger was very badly disguised in a "for your own good" attitude (maybe it would have been better if she had just been frankly rude). I've realised I'd rather lose a customer than take this kind of attitude. I suppose this limitation of mine is not very good for business, but it's good for me. I will not tolerate bitterness, and I'm not sorry.
I'm fairly new to SL, I know I can be a newbie in so many aspects, there's a whole bunch I don't know about the tools and all, but responsability has nothing to do with it and I'm responsable with my business, which means I take the consequences of my actions. Although SL is just a game for many, I take my business there very seriously. I try to be respectful at all times, with people in general, customers or not, and I consider myself a fairly kind person.
I've had customers IMing me before with questions about how to use the layers in my products. Not everyone knows how layers work and I don't mind at all taking as much time as needed to try and help clarify their doubts, with pleasure! I actually love to do that. But if you come to me with rocks in your hands, all you'll get is my withdraw. I won't debate, I'll just cut the contact.
I try, whenever I can, to put all options of layers for a single piece, so that people can mix and match. Not everyone likes it, because that means one has to think before wearing everything that's in a pack. I could put only one option of layer, no thinking, just wearing. But then you'd have limitations. My "Sheer Buttoned shirt", for instance, could only come in "jacket" layer, for it to cover you belly button, and you wouldn't be able to wear it underneth a sweater or coat. My "woolen tights" have to come in two layers, because of an SL limitation: socks only won't cover your thighs and underpants only won't cover your feet. I've put an extra layer (pants) in the packs, because one customer asked me to. So, I chose "options" over "simplicity".
My prim attachments ALWAYS come with "mod" rights, even if the layer it comes with is "no mod", so that people can adjust it for their avies (I'd have to put an infinity of prims inside a pack if I wanted it to fit all shapes with no adjustment needs whatsoever. That is just not doable, there are too many shape possibilities).
I am very open to suggestions, queries, doubts etc. I'll ever consider a refund, which most business won't. I praise every feedback I can get, but plain bitter complaint won't get a good response from me. I'm far from thinking I know everything, quite the opposite, but one thing I know: no matter what, I can't please everyone.
Here are the IM's I got on my email this afternoon: (I've changed the mane of teh person to "Ms. Bitter", so I won't expose her)
[8:46] Ms. Bitter: (Saved Thu Nov 29 13:28:12 2007) trying to figure out how to wear your clothes....hmmmm....when I place tights on....the skirt shorts dissapear, visa versa......many other problems here as well.....I will keep working at it....but for right now....very discouraged with the products there....just glad I did not hand the LM out to my freinds as of yet......:(
[8:46] Ms Bitter: (Saved Thu Nov 29 13:38:30 2007) wow.....do you realise that the plaid prim skirt has no belt as advertised on your product?.....hey...no offense...and I hope you don't minde critics to help you grow....(you are VERY new to sl).....but for now....after messing around with your clothes on me now.....I won't come back there any time soon....too bad...it all looks good on the wall....but not on you...I had to make my own tights so that they could actually stay on me when wearing the skirt....but....the skirt looks like....well..not good lets say :)......and no belt.....maybe in a year....you might be pretty good but for now....whew....not good :( sorry xx
[8:46] Ms. Bitter: (Saved Thu Nov 29 13:39:59 2007) btw....I do have a belt...it just can't be seen...:(
[8:46] Ms. Bitter: (Saved Thu Nov 29 13:52:13 2007) sorry about the critisim but.....if I do not do it...then how will you know and improve? also...you should do a simple follow up with ppl that have bought from you....ask them what do they think, whatt they REALLY think of your products....not putting you down...hopefully help you bring it up to par so that I can come back to buy....right now.....I wasted a lot of money there over the poor quality....I understand your zeal of sl.....but one can also place the cart before the proverbial horse as well...sl is fast and capricious in nature...so that you will stay there and grow...I just hope that your sl sagacity does as well...
(So I logged in and gave her refunds of all her purchases)
[8:51] Myllie Writer: Dear Ms. Bitter, I hope your refund will makke you feel less bitter. What can I say? I can't please everyone. If your so disappointed at PERSONA, please don't ever come back.
and 10 minutes later:
[9:01] Ms. Bitter: (Saved Thu Nov 29 14:57:50 2007) well Myllie....I thought you would thoroughly read my critic and not be effected by it, but grow from it.....ty for the refund.....just hate it that you can't take critisim....it is part of your growing process and learing here and in rl.....guess you can't...and because of your attitude.....don't worry I won't be back there.....I was cordial in my IM to you and tried to show you in a pic......now I must say to you grow up in sl and espicially in rl.....you have a LONG way to go in both my dear as I can clearly see....do me a favor and ban me there so that I won't make a mistake on search and forget it plz :)) you will not last long, also you are on mute now....so don't even try to respond hehe GROW UP :) xx
I wouldn't be so mean as to ban her, but since she asked so nicely, I did.