Owh, feel like a very long time since my last entry here. I am now 34 weeks and 40 days to go!! Only moms will understand me…huhuhuhu…
Business is not all fun and games. If you are running your own business, you absolutely must have a thick skin. Being easily hurt or upset isn’t going to get you anywhere. Serious and it is even more serious than Wonderpet’s problem.Customers and business owners are going to have opinions. No matter if it’s on your website, your products, or your method of marketing. Some comments may be constructive critisism, others may be down right rude. Regardless, fighting back is NEVER going to look good on your part.
In 2007, I did the business online as a part time. I always use Poslaju Malaysia due to the cheap cost. I’ve never charge the delivery cost to my customer and that is the main reason why I choosed PoslajuMalaysia. Luckily, all my customer understand the service weakness but as long as the delivery cost is free and sooner or later they will get the thing, they were happy.
But it is not that easy to one of my customer. Actually I posted her order on the day she pay me and I did give him the track number. But it is Saturday and I guess by Tuesday she’ll get her order. But I was wrong, it is public holiday in Selangor on Tuesday. Even worse, I forgot to follow up her by phone as she didn’t open her YM. By Friday, her husband sent me a message that clearly stated that I cheated his wife!
By the way, I actually try really hard to find her order. Her wife always ask me about that and I feel like she is really my friend as we have talk to each other almost every day 2-3 weeks before that. Plus, I gave her a big discount as I feel like she is a good friend to me. But after I received that message, I ask him his account number.
I return RM 25, the same amount as she banked in to me. Well, actually my profit on that product is only RM 3. I called Poslaju’s customer service and they tell me that their staff was sick and after that the van that they use also sick!!! Waaaa…I feel like urrrgghh…I cannot tell. It is very disappointed when we are hoping for the best.
I make a big decision after that. Every order must plus RM 8 for another express delivery. Owh, and I refused to have this customer payment but I told her that it was not me who cheat her. I gave her the track number and she must understand that I’ve done my best. She asked me for apologized and I don’t wanna make that issue bigger and bigger.
So guys, how to cope with a rude customer?
- It will never help to yell back or make rude comments. Stay professional and try to provide the best possible customer service despite their rudeness. Listen to what they say and try to resolve the problem.
- Stay calm. If you react it will only make them more angry and give them the encouragement to continue.
- Don’t take it personally. I know this is really hard but at least don’t talk about this to other especially in your own blog!!!
Granted there are always going to be those who will never buy, but that still doesn’t mean you should be rude back to them. Word travels regardless of who they are, and your business is going to be hurt. Always keep in mind that bad news travels at least twice as fast as good news.
Bottom line – the next time you feel someone is being rude, grit your teeth and smile (owh..I always did this – really like akerang bucuk!!). Getting down to their level never helps. Besides, don’t forget, you never know who’s watching. You’re a business owner and your reputation is on the line.
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Nak bisnes memang laa kena banyak bersabar.. I pun baru laa otak ligat tengah fikir, bisnes apa ye nak buat nih.. heh heh
.-= Mommy Qastalani´s last blog post ..Perbezaan Aku & Dia =-.
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sitisifir10 Reply:
January 5th, 2010 at 4:01 PM
Owh memang kene bersabar…mcm arini ada customer datang nak suruh ganti free bingkai yang dia dah beli dari saya setahun dan dia patahkan pagi tadi… owh, punin2!!!
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Salam,
Thanks for sharing this with us.
I like this one..
“Bottom line – the next time you feel someone is being rude, grit your teeth and smile (owh..I always did this – really like akerang bucuk!!). Getting down to their level never helps. Besides, don’t forget, you never know who’s watching” and it applies to all sorts of works, especially if your office is heavy with office politics
.-= Incik RestNrilekS´s last blog post ..Hidup Berani Untuk Gagal Sempena 2010 : Edisi Kraf Anyaman Rotan =-.
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sitisifir10 Reply:
January 5th, 2010 at 4:06 PM
yeah…let the kerang bucuk be the real kerang bucuk!!!
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yupp.. i agree with u. walaupun kadang2 terasa sakit di hati, selalunya saya akan amik pendekatan ‘layankan aje’. nak buat camne, customer is always right kononnya.
but sometimes ada jugak peniaga yang rude. e.g, ada skali nak beli baju melayu + kain sampin hubby.. mentang2 masa tu kitorg datang pakai selebet, bila mintak nak tgk satu kain ni, dia siap boleh warning ‘ooo, yg tu mahal sikit dik’ (2x dia ulang ayat yg sama, tp tak ambik pun kain tu tunjuk kat kitorang). at last saya sound dia balik, ‘kalau mahal, ingat kitorang x mampu baya ker??’ geram sungguh. padahal dia promoter jer kat situ, bukan owner pun
.-= h4ni3´s last blog post ..BBQ nite and January’s Birthday Celebrations =-.
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UstazCahaya Reply:
January 5th, 2010 at 11:58 AM
Rasa-rasanya, peniaga cina tidak buat macam tu. Mereka layan customer, macam semua yang masuk kedai dia tu ada duit yang banyak2;-)
Saya akan ingat cerita Puan tu agar satu saya tidak melakukan kesilapan yang sama terhadap bakal pelanggan saya. Terima kasih, kisah yang menarik.
.-= UstazCahaya´s last blog post ..Do I Make you Proud by TAYLOR HICKS =-.
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sitisifir10 Reply:
January 5th, 2010 at 4:11 PM
Sape ek yang berani reka ‘customer is always right’ ek?? kalau betul2 begitu, no need buat T&C lah rasanya…
ha…yang pasal sebut mahal tu, saya pantang betul my staff kata spek itu ini mahal…saya akan bg try juga dan bila mereka tanya harga pun saya akan kata, “Owh, jgn risau, kami ada diskaun”
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Salam ciki Siti,
perniagaan ni memberi keuntungan yg besar kalau kena gayanya, tapi ia juga menuntut pengorbanan yg besar (termasuk la korban perasaan..huhu…)
.-= unlisted_one´s last blog post ..Kaedah memberi ubat (untuk Madihah) =-.
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sitisifir10 Reply:
January 5th, 2010 at 4:12 PM
hihi..utk berkorban, kadang2 terasa nak sembelih diri sendiri
huhu…business is not that bad
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setuju dgn h4ni3…
pernah juga dipandang enteng oleh peniaga nak2 bila nmpk cara pemakaian kita yg selekeh. (t.shirt n jeans lusuh)
tanggapan pertama mereka mungkin:
jenis pelanggan tak berkemampuan, xperlu dilayan.
tak kira bangsa pun. mana2 bangsa (melayu,cina, india dll) baik dari pihak penjual mahupun pembeli adab berbudi bahasa tu kenalah tinggi. kdg2 emosi seseorg tu mungkin dlm keadaan tak baik, penat seharian bekerja atau mslh peribadi… so secara tak sengaja tersasul bersikap kurang ajar. macam pengalaman saya dulu dgn staf kfc dan staf romantika deco. walaupun dah terkena, tak serik nak pergi lagi jenguk restoren dan kedai tersebut
.-= wansteddy´s last blog post ..Ah! kusutnya….. =-.
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sitisifir10 Reply:
January 5th, 2010 at 4:15 PM
mm…seeloknya begitulah…sama2 memahami yang manusia itu tidak lari dari buat kesalahan kan?? bila kita tak cerewet – kerja seorang lagi itu akan jadi lebih mudah…
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interesting…..
.-= CT´s last blog post ..::CUTEST BABY 2009 CONTEST by Mama_Aqish:: =-.
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Bukan senang nak berjaya dalam bisnes..Gud Luck to u.
.-= eyriqazz´s last blog post ..8 Tips untuk Kuruskan Badan =-.
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Baru nak bersuara setelah hampir 2 hari, off from the Net.
My background was partly Customer Service & I was attached with hotel & tourism years ago & trained Customer Service personnel….
We have been trained that the over-rated motto,’Customer is always right’ is totally cliche! There’s no such on that thing that people kept on believing but sadly as a service provider we have to accept that from the customer’s view. To ‘save your butt’ as service provider, always state the terms & conditions & you act as you pledge. But, should hiccups & emergency happened along the purchasing process, never ever forget to inform customer firsthand by calling (if u may) & follow-up with emails for record purpose.Keep all customer records intact to backup yourself for any dispute & grievance handling.
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Miss sitisifri10 and Miss Hanz,
thank you for the great info and stories.
.-= yus´s last blog post ..Selamat Tahun Baru 2010 =-.
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hurm…saya pun berdepan ngn customer yg mcm2 ragam…
bile kita bawak mcm dia nak..kate x de sesuai la..x lawa la…
pastu ade nak bayar ansuran tp harga pun nak diskaun…klu skit2 leh la..agak byk gak…kita berniaga..nak ade untung skit..tp lyn je la..kwn2.
.-= nard´s last blog post ..Airiel With colouring book =-.
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sitisifir10 Reply:
January 8th, 2010 at 11:52 PM
should we conclude things like this…
‘susah nak menega (berniaga) dengan sedara-mara dan kawan2′ ?
to me…tak jugak sbb mereka ini adalah promoter bergerak yang sangat bagus
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btol..btol.. motto customer is always right mmg overated!!!!
macam2 jenis amukan yang sy jupe dari patient2. Tapi disebabkan government punya servis slalu dicop lembap, sy pny department pon terkena la tempiasnya. buat keje dah macam robot bersilat pon org tetap cakap kita ni duduk saja! *sigh*
.-= sue´s last blog post ..Blog yg bersawang dan kerahan tenaga yg tak berpenghujung.. =-.
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sitisifir10 Reply:
January 8th, 2010 at 11:54 PM
actually we have to appreciate others work kan…kadang2 it is not fair enough to gomen staff… takpe, just do the job, kemudian doakan semoga ALLAH mudahkan pekerjaan kita
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Setuju kak… nak berbusiness kena banyak bersabar dengan kerenah pelanggan yang mcm2 ragamnya.. Ada yang cerewet and ada yang baik punye…
.-= UmmiKhayra´s last blog post ..~ Breastfed Babies Kecik? Ok ke Ko? ~ =-.
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yaa…sabarrrr je jadi busineswoman kan? hehe..
ini baru online.Kalau berdepan…isk..mau nampak muka tengah hijau marah..tapi, sabarrrrr je bebanyak, kan? sambil istighfar & tarik nafas dalam-dalammm….
.-= mama hanis´s last blog post ..Baby tight on the way !! =-.
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sitisifir10 Reply:
January 8th, 2010 at 11:57 PM
Hijau begini kah???
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penah keje as salesperson..mulut kena ramah,muke mesti manis….customer’s is always right..tapi kekadang bengang dgn salesperson yng tak tahu amik hati pelanggan..contohnye, kalo sy gi kedai mkn n pelayan or tokey tak senyum atau acuh tak acuh, jgn harap ler nak gi kedai tu lagi heh..
Tq for sharing siti, me laso masih baru dlm online business nih..byk lagi nak kene belajar..
.-= catlina´s last blog post ..Promosi KedaiGambarKami:Jimat RM40! =-.
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baru je lepas buat entry pasal kes customer nie.. in my case dah almost 2bln x byr, & amount tu (bg kami) tsgt la besar… tu yg meroyan kejap dlm blog…
tp dia dah byr dah.. & dah selamat pun habis duit tu.. nananana
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