302: How to Deal with Difficult Clients, Refunds, and Unsatisfied Shoppers

The Goal Digger Podcast

Jenna Kutcher | Entrepreneurship, Business Strategy & Marketing

Business, Marketing

4.8 • 12.3K Ratings

🗓️ 16 October 2019

⏱️ 35 minutes

🔗️ Recording | iTunes | RSS

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Summary

Negative reviews. Angry emails. Refund requests. Stubborn or needy clients. Snippy social media comments. Passive aggressive communication.

If you own a business, you've dealt with some, if not all of these -- I’m talking about negative feedback from customers or clients, and if you're a human, you know it never feels good.

But rather than harping on the criticism, moping in feelings of rejection, or lashing out against the naysayers, I want to walk you through the exact system my team and I use to deal with unsatisfied customers, negative feedback, and refunds.

That's right… In true Jenna Kutcher fashion, we've created a system around even the touchiest of subjects: refunds, feedback, and criticism. And honestly, it was probably one of our smartest moves.

GOAL DIGGER FB COMMUNITY: https://www.facebook.com/groups/goaldiggerpodcast/

GOAL DIGGER INSTAGRAM: https://www.instagram.com/goaldiggerpodcast/

GOAL DIGGER SHOWNOTES: https://jennakutcherblog.com/difficult/

Transcript

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0:00.0	You're listening to the Gold Digger Podcast episode number 300 and 2.
0:05.5	Negative reviews, angry emails, refund requests, stop our nerner needy clients, snippy social
0:10.8	media comments, passive aggressive communication.
0:14.5	If you own a business, you've dealt with some, if not all of these.
0:18.7	I'm talking about negative feedback from customers or clients and if you're a human, you know
0:23.2	it never feels good.
0:25.0	When we receive feedback that's less than kind of uplifting, productive or complimentary,
0:30.0	it's sort of like hearing your parents tell you that they're disappointed in you.
0:33.8	It's like a sucker punch right to the heart.
0:37.1	After all, you've poured your best intentions and sweat and hard work into your business
0:41.2	so to have people to be dissatisfied with your efforts, it's a tough pill to swallow.
0:45.9	And it hurts.
0:46.9	At the heart of it, negative feedback feels like rejection.
0:49.5	It's someone telling us we didn't do enough or make something good enough or perform
0:53.5	greatly enough.
0:54.5	And it stings.
0:55.5	I'm not going to lie.
0:56.8	I've dealt with plenty of my fair share of negativity, criticism and feedback from
1:01.6	comments on my weight, my mothering, the way I look, the way I talk.
1:05.4	I get a lot of commentary and it comes with a space I'm in.
1:09.4	And while it never gets easier to hear that you've got places you need to work on, I've
1:13.5	been able to decipher the difference between feedback and criticism so that I can continue
	...

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