I Received Feedback From A Customer That One Of My Candles Tunneled, Here’s How I Handled It.

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Опубликовано:

8 июл 2024

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Комментарии : 54

@amandakelley1331 2 года назад

I recently had a candle break in shipment and luckily it was to a regular customer who loves all of my products. I quickly shipped her a new candle in any fragrance she wanted and added an extra freebie of wax melts with expedited shipping. I would rather lose the $10 in COG/shipping than lose her as a customer. Sometimes it's best to take the high road in customer service. Sometimes it's the customer at fault, but even then it still helps to show them courtesy and respect as a business owner. I appreciate that you really cover ALL aspects of the candle making business!

@ImpossibleLink 2 года назад

Having the opportunity to fix the issue is always nice.

@MemoryBoxCandleCo 2 года назад

It is so important to have that opportunity!

@johnvincent3541 2 года назад

When people want your secrets just tell them it’s none of your beeswax 🐝

@laurieb.5199 2 года назад

I'm glad you were able to turn a potentially negative situation around to be positive. It says a lot for you and your business and i hope the customer appreciates that.

@MemoryBoxCandleCo 2 года назад

thank you! ❤️

@miissdee102 2 года назад

You are a rock star! I’ve had customers let me know that their candles have tunneled and it was because they only burned it for 30 minutes. I appreciate you and all that you do share.

@niyyahhandcrafted 2 года назад

That’s so awesome that they not only took the time to reach out directly but you took accountability and handled it professionally- thanks for sharing your experience!

@rachelarroyo6050 2 года назад

That was nice of them to reach out, which takes up their time. I love the way you worked to gain information to help you to figure out the puzzle.

@MemoryBoxCandleCo 2 года назад

I agree! And thank you so much for your comment and for watching ❤️

@Miss_Rochelle 2 года назад

Thank you for sharing this. You handled it very well! :) It was definitely nice of them to reach out to you instead of blasting you in reviews.

@MemoryBoxCandleCo 2 года назад

Thank you for watching! ❤️

@prettyofficialbthony1602 2 года назад

Love your transparency

@emariea 2 года назад

💞you are such an inspiration and I love the way you handle tough situations. Thank you for everything you do and the content you put out. You help so many candlemakers, we appreciate you so much 💓

@MemoryBoxCandleCo 2 года назад

I appreciate you!! Thank you for watching 💕

@eniyabradford8092 2 года назад

This video is right on time! I just had a customer send a pic of a tunneling candle luckily it was a close friend.

@chocolatesugar4434 2 года назад

omg I thought I was the only one constantly perfecting and testing!! I had a customer complain about scent throw from a tealight - I ended up sending her a votive size for free, (which she said was beautiful), like you and was expressed I was grateful for her feedback. But after all that she was like, thank you but I still won't be shopping with you as I have found another (bigger brand) that I prefer. which is fine, but its strange that she felt the need to tell me that, especially after enjoying the replacement candle. it was kind of like rubbing salt in the wound tbh

@meekdevaserenitycandles9309 2 года назад

You are a trooper. I like the way you operate! Thank you for sharing this road bump with us!

@MemoryBoxCandleCo 2 года назад

thank you for watching! ❤️

@val-bm3so 2 года назад

Thank you for the positive comments. It seems like so many go to great lengths to blame the customer.. it's just not right. I really love your approach to the situation. I'm sure she will be buying more🙂 PeAcE

@amandabemis406 Год назад

Lol that was awesome how your husband cheered you on in the end! It’s so good having that extra support! Thanks for an awesome video, girl! And congrats on the subscriber milestone!

@blueeye681 Год назад

Hello, even big brands I experienced have such burning, but its always good to know how the product works.

@hanney3194 Год назад

The way you light up when your husband came in 🤩 so sweet!

@MemoryBoxCandleCo Год назад

🥰

@mswhitdw1 Год назад

I loved his enthusiasm at the end lol

@toyshiajohnson8604 2 года назад

Great advice👍🏽

@shunwilliams6180 2 года назад

Thank you so much for sharing this amazing video 🥰🥰🥰🥰

@rosafunchal1151 2 года назад

Wow......Erica......what a lovely video....Manny Thanks......It helped me now so much. 😁✨️😁

@ninahowell6550 2 года назад

This is a comment totally not related to the topic at hand, not that I don't every much appreciate the topic, BUT that smile and love in your eyes when your man walked in the door is pure goals. Just *squeee* lol made my heart happy! ❤️

@MemoryBoxCandleCo 2 года назад

Awww!! I love this comment. I am most definitely in love with him and always love when he walks in the door 🥰

@pamelawilliams5465 2 года назад

Yes Erica is truly amazing. Our little candle making guru😄

@firdowskruger9896 2 года назад

Hi Erica 🥰 Great tips and info😊

@rosycandyhaven 2 года назад

Love the “Yeah” at the end. 😂

@MemoryBoxCandleCo 2 года назад

😂

@mcpcandlestudio3654 2 года назад

wow .. surprised to see a 2 wick candle actually tunnel. My first guess was that they only burned it for a few minutes the first time and did not let the wax pool on top. Sounds like that wasn't the case in this issue. You are right though on bad reviews. People would rather leave a bad review then ask the business to rectify the situation first.

@jessicamcelfresh4223 2 года назад

You handled this beautifully. New subscriber here. I have been enjoying your videos very much. Your husband at the end was everything. Lol. Love the support. 👌

@MemoryBoxCandleCo 2 года назад

Thank you! 😄❤️

@MrsBee-ld6hg 2 года назад

I had this issue with CDN wicks. Not sure if I ended up cutting the wicks too short after the first burn but the wicks kept drowning after that. Was a real pain even though the scent throw was good with it.

@spyscy 2 года назад

This was super informative, thank you!! I did notice from the candle I bought from you last autumn that it did have a super slow burn. At first I was really worried it would tunnel, but it ended up working out perfectly and just having a super slow but consistent burn, which helped extend its life! When you test new recipes, do you ever ask family or friends to review/rate it? If not friends/family, at your business size and with your social media following, I could totally see you having a market test group to give you feedback based on various conditions you might not have time to test for (room temp in which it’s being burned, burn time, HT/CT, etc.) Anyway, thanks for sharing as always!!

@MemoryBoxCandleCo 2 года назад

Thank you girl! ❤️ Oh dang, I’m sorry you got one of those batches! I’m glad it still was able to perform, though! That honestly would be a really good idea and I definitely need to look into doing that! I have given candles to friends and family before and asked for feedback, however there is a total difference between a candle makers feedback and regular persons feedback 😄😆

@spyscy 2 года назад

@@MemoryBoxCandleCo Yes omg I’m totally obsessed with it haha it’s probably my favorite candle rn!! I try to only burn it on days that I really need that extra morale boost yknow haha And that’s a good point, that’s totally fair!! I made a survey when I was first planning my business and I realized most candle customers have NO idea about any details when it comes to candle making and performance. I know there’s a whole community here on RU-vid you’re involved with as well, I’ve also been on the Reddit page for candle makers (although I admit it’s a little dead there, and mostly candle-making newbies), but maybe those are potential resources for you! Definitely something I want to look into when I get closer to launching myself :)

@elvisyork5441 2 года назад

I recently got the same situation via IG, and my customer was so nice that she was agreed to send a new one, I send her a big one. As you mentioned, getting the right formula it takes time and work and what worked before may not work now. She is happy just waiting for her new favorite scent.

@marthienel2190 11 месяцев назад

Problem is that for every complaint received, there are 20 customers who don't but don't become repeat customers.

@NakeaSamantha 2 года назад

I had the same issue!! I will be reaching out to you shortly.

@loriepearman7184 2 года назад

I like how you communicated with the customer in a positive way and received a positive result. How do you handle the type of customers that can be verbally aggressive and can’t please? I see these type customers in other businesses and would like your take on it. I want to be as prepared as possible once I go live with my business. 😊

@MemoryBoxCandleCo 2 года назад

In those situations I am mainly focused on staying kind, direct and firm. If they are not happy with the way I am handling the situation, I will straight up ask them what I can do for them to be happy. Sometimes you CAN'T make them happy, and that's okay. I've sent someone a new candle, and a refund and just cut ties while still staying kind. 🤷‍♀️ Not all customers are worth trying to keep. If they are being verbally abusive or cussing at you, that's another story. In that instance I would probably just refund and tell them that they are not longer welcome to shop with you. If they leave negative feedback, just reply to the feedback and explain the situation so other customers know. Most of the time sane customers are able to tell that a negative review in a sea of positive is an anomaly. Every situation is so different but the way I look at every situation is "how would I want a business to handle this situation if I was the customer" It really puts things into perspective.

@loriepearman7184 2 года назад

@@MemoryBoxCandleCo awesome answer, thank you! 😊

@marialoves2talk Год назад

How do you stop tunneling ? Good video.

@emmaparsons4194 9 месяцев назад

Can you please help me put together a simple tester questionnaire for my first candle batch testing?

@petedigiacomo2445 2 года назад

Absolutely love your videos. When making candles before selling them how do you make sure this doesn’t happen again? Do make holes and then use heat gun? I’m doing different things. Do they don’t get sinkholes do you have suggestions?

@MemoryBoxCandleCo 2 года назад

Thank you! And honestly sinkholes we’re not a reason for this, I just added too much beeswax into my blend which caused the candles to requirement more heat to create a melt pool. It wasn’t just all about adjusting the wax blend for me, but most people find that they are able to switch out the wick size to fix this kind of issue

@petedigiacomo2445 2 года назад

@@MemoryBoxCandleCo ok thank you. I love your videos. Do you have one for sink holes? How to to fix them? You probably do I’ll have to go through your videos. Thank you so much for showing us and explaining step by step.

@MemoryBoxCandleCo 2 года назад

@@petedigiacomo2445 I personally don’t, but I recommend checking out Jeff standleys channels, he has a few videos about sink holes!

@petedigiacomo2445 2 года назад

@@MemoryBoxCandleCo thank you 🙏