Saturday, April 19, 2008

I Don't Understand

This morning: I woke up, fed the cats, got coffee and checked my email as I do every morning. I found to my delight, another order for a pattern. I processed it right away and sent the pattern. I moved on to check my Etsy Shop....

And found that the above mentioned customer had left me negative feedback, but no commentary as to why. I was stunned. I immediately emailed this person asking what was wrong with the order.

As I delved deeper, I noticed that this customer was from Portugal and new to Etsy. So, perhaps being new to Etsy and perhaps not fluent in English, this person clicked on "negative" instead of "positive". At least I hope that was what happened....

I take pride in my work and in providing good customer service. Of course, I am human and therefore not perfect so I do make mistakes. I try to correct them as soon as I find them.

I ask that, if you are unhappy with my product or service, to please contact me and allow me to fix the problem. I certainly cannot fix something unless I know about it...

This seems the week for problems. First, my other website got hacked. Then, my Sweetie has had some frustrations at work...and now, this. Hopefully, this constitutes Murphy's Law of Three - "Trouble comes in Threes"...and this will be the end of this spate of problems.

A little while later...

All is well. I have heard back from the customer and I was right - she is new to Etsy and clicked on the wrong button...whew!

I had posted on the forums and as a result, I found a great Free Translation Online service and I found out about an Etsy feedback function called "Kiss and Make-up". Clicking on it initiates a process to have negative feedback changed (if it was in error and with the agreement of the other person)

So, I have learned some things today!

All's well that ends well...

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Copyright 2007 Donna Littlewood