Thanks for coming to my ted talk lol :') How do you guys deal with bad reviews? If you have any experiences or tips please don't hesitate to share them, it's always nice to know we are not alone, hopefully getting through it together, and supporting one another! I hope you enjoyed this studio vlog! YOU DA BEST Love, Catherine xxxx
My one piece of advice is this: even if your day starts of great, your week or that new design you’ve been tediously working towards promoting... and you have that one customer who just doesn’t back down and take the time to relax.. remember this.. they may have issues within their own lives that they sometimes don’t realize that the negative energy they give off affects those around them. This can come in the form of comments as well. Basically shake them off an know your worth ❤️
In the past ‘bad reviews fear’ stopped me from moving forward. 😔 I’ve matured so it’s better now. I love the advice that a bad review can be constructive. 👍🏻
Thank you for discussing bad reviews! That's something that utterly terrifies me and definitely keeps me playing small. It doesn't help that when people are mad or unhappy with me, my natural instinct is to cry lol your pep talk helped though :) we're all human and just doing the best we can. I really appreciate your videos. They are definitely a highlight for me every week. Thank you!!
Your Ted talk was very uplifting. I often will replay any negative feedback over and over again in my head especially when my head hits the pillow at bedtime. Emotionally, I want to run and hide sometimes because the longer I fester in that negativity, it bleeds into other parts of my life. Suddenly I am questioning everything I have done and want to do in the future. To help cope I will vent with friends or family that will genuinely want to be a sound board for me and walk me through re-centering and grounding myself. Other times I just want to cozy up with a blanket and cuddle with my "Little Prince" (a.k.a my very loveable but extremely high maintenance cat - love him, love him, love him! lol). These days with the Pandemic, the passing of a lost bird I rescued, and in another state of emergency here in Canada, I try to self soothe by drawing or reading (usually helps me sleep), binging your Vlogs. Anything to keep my mind at rest! lol I was a graphic designer/ Jr. Print producer and worked in advertising for a few years until I was laid off (that really crushed me) before deciding to become a teacher. You have really pulled me back into feeling creative and inspired with all of your vlogs, your honesty and being able to watch you grow as a business owner, designer and a person. I find myself wanting to draw and design more and more. it is great therapy and just plain fun! You are truly a little Katnipp super hero! You always spread love with you warm wishes, personalized notes and bubbly personality so I thank you in return for all that you do!!! Bless you and your team! Ya da best lady!
I love that your so honest and speak about bad reviews. Not everything is rosey and it helps to focus on the bad, so we know how fix it or collaborate to figure out ways to pre-plan for it. Wish more people would speak about the constructive criticism even when its hard to hear.
I remember when I got a bad review on my first book and I was distraught, Even though I’d got many good ones, I couldn’t get past that bad one for ages. I don’t think people realise how much it hurts, especially when you’ve poured your heart and soul into your work. Great studio vlog, my lovely. Love love love the Valentine Gingie and Spice 🥰☕️
I know that feeling. I had a review where it seemed like the reviewer didn’t want to say anything good. Like, she said her lips moved because the dialogue was so predictable. I don’t believe her. Near the end of the review she said the writing was precise, but I felt like I was trying to get blood from a turnip at that point.
It really hurts and i can imagine it being worse when it comes to writing, as it feels alot more personal as you are telling a beautiful story! Just try your best just to focus on the positive reviews
☕️It's a bit like youtube comments, sometimes people will just leave a bad one because they can and have nothing better to do. On a side note, I mentioned before about the plushies you're getting done, I've contacted a sell who's MOQ is 300, I'm not sure what yours is. But I hope you're able to share the company you're using when you're happy with them. I'm so excited to get plushies made of my dog.
☕️ let me first say, I love your sign off 😂 It’s always tickled me. Also, I’m only 60-67% sure those of us who have either binged, or been with your channel for a while and really enjoy it, won’t mind if a video occasionally goes over 30 minutes. I enjoy a good chonky blog every so often. It’s like an extended chat. 💕
My reviews suffered during Christmas season due to USPS delays :( My own gifts I bought for friends from Etsy were delayed and I just waited the delay out and only reviewed the product when I got it. A lot of people seem to leave reviews about delays and not even talk about the product. I wish Etsy required people to reach out to the seller before leaving below 3 stars. I’ve definitely had people make me send them a new order and then they leave a bad review and brag about receiving both packages eventually to me via messages and never update their reviews 😭 I moved to my own website to sell products so I don’t get so emotionally taxed from reviews but the sales are always better on Etsy since I don’t have a big following 😅 but I appreciated this video, it’s nice to know you’re not the only one struggling with this, you know? ❤️
i always find christmas is the worst time for orders to go missing and be delayed and we also notice a big backlog in negative reviews during this time
Also I would reach out to the customer and ask them kindly if they wouldn't mind changing the reviews specially if they recived their original package and the new one!
Honestly that is so selfish and entitled for the buyer to demand having 2 packages for the price of one. I've also gotten a bad review because a buyer from the US (I live in Singapore) didn't receive their item before Christmas (when they only ordered it 1 week ago). They even took the effort to edit the review twice (1st time 1 Star, 2nd time 1 Star, 3rd time 3 stars). It's totally overwhelming at first but then you realise that some people just want to put down others even though they're already doing their best and blaming them for things they can't control. It still boggles me how such people can even exist, but oh well. Just know that things like delays in shipping is not your fault at all, you're doing great!! But make sure to stand your ground and not send them another package unless you're certain that the mail got lost cause if not your customers might just take advantage of you and it's not good for you in the long run :( Also it's easy to focus on the negativity, but just think of all the nice people who left you good reviews that made your day! Wish you all the best in your business! ❤
Love your work and those earrings you're wearing while editing are super cute! Bad reviews can be disheartening but constructive criticism is always welcome. It's one of the ways we can grow. Sometimes people forget there is a real human behind the business that has feelings.
☕️ Catherine- I just want to say thank you. I come here to watch your videos when I need comfort and inspiration. Thank you for providing such a space. You da best. ♥️
☕️ hey I’m into polymer clay but watching your sticker making videos and videos like this inspires me in my own work so much ! Its your bubbliness and so much confidence and love for your business that’s just so inspiring and heart warming to watch. You truly care about what you give and always look to provide value for money and that’s the best entrepreneurial skill one could have - I’m so happy for the success of your shop, you deserve every bit of it and more. ☕️☕️☕️☕️☕️
☕ I love watching your studio vlogs while I crochet. These moments are super relaxing and it's fun seeing how other creators organize their work space and handle fulfillment. Keep up the awesome work
Re the bad reviews. Please remember that some people have a different rating system. It used to be that 3/5 used to be good, 4/5 great and 5/5 excellent. I know several people who don't give higher than 4/5 on principle. Also, fundamentally, you can't do anything if you're trying your best, so please be easier on yourself! (EDIT: I know you said that yourself, but I am reaffirming :) )
Hehehhe this is amazing, I totally agree with you! Reviews have changed, and I think ratings mean different things on different sites, thank you SOOO much for sharing this I hope people read this and totally take it on board brilliant advice! YOU DA BEST
@@KatnippStudios You're doing good, so don't beat yourself up if they aren't constructive! Some people just have nothing else to do! I would like to reaffirm though, small businesses should 100% get a 5* or 4* unless there is something inexcusably bad about the service *because* of how reviews are perceived in the industry - the amount of effort we have to put in for our products and services is so much more beyond what is seen and mistakes do inevitably happen!
I have never given a bad review if it's good I'm happy and now with covid-19 it's no one's fault if takes so long to get to u. Gosh it's not the shops fault
I worked in a service industry where anything less than 5/5 was a 0/5 in their eyes. They believed if you didn't get a completely satisfied review then you failed at your job. Which, I think is a bit odd, but everyone is different on what they deem acceptable as feedback.
Sometimes people don't understand basic things. Especially nowadays where everyone is SO used to getting things instantly, and not having to wait for months. Maybe in some cases yes, but technically it's fairly easy to get things super fast. So people get used to it and forget how some things actually work in the real world. It's a bit saddening because it makes it seem that they don't really care and that you always have to mention things, as if reminding children to not play with the stove because you can burn yourself :(
Yeah, its like the customers expect you to be able to deliver the mail yourself..! When it's christmas season, what do they expect? Some people need to learn some patience or order early. :P
☕️ I love it when you combine calming views like simply making coffee with studio vlogs and also talking about different topics. All the good things in one place!
I’m totally down for a an hour vlog! Really loved this vlog and chat at the end. Having followed you since your first studio blog it’s amazing to see how far you’ve come and how much you’ve grown as an entrepreneur and person and just everything. Sending so much love. Stay safe x
☕️ You always give helpful and insightful advice, Catherine. Love your little Katnipp World office. It, and the environment and view outside your window, seem like a wonderful place to be.
☕ Love your videos Catherine, doesn't matter how long they are 😊 It's like spending time with a good friend - and let's be honest, we all need a bit of that right now! 💖💖💖
☕️ I am so sensitive about what people think about my crafts and want perfection 💯 of the time. I then crumble from the pressure and never get around to starting my goals. This was exactly what I needed! X
I adore all these vlogs, and how helpful you are to your viewers. It's amazing to see how much you've grown and changed over time! Best wishes and much love☕
I remember my first bad review in hospo and i was sorting out a hens night with a very demanding bride and we wernt even that sort of bar. I remember being really down i done everything i could to make her night special and felt like id let my boss down. He gave me the best advice and said most of the time the people who leave bad reviews already make their mind up as soon as they walk through the door or actually enjoy leaving bad reviews
Hi Katnipp team, loved the vlog and the TED talk. You are so right and you can not please everyone, but your followers love you and the team and will be there to support you 100%. ☕
I love it when each episode is about different aspects of owning a small biz (like today was bad reviews :') this was so real and thank you for sharing!!! xx
I am always in awe of how liberal British people are with butter. It’s as though it’s used as a full on spread like peanut butter. It’s always interesting to see tiny habitats that other people, in other parts of the world adopt. 🖤
☕️ I loved the wax melt, such a lovely smell! So far I was never disappointed by your products. A bad review can be scary. I personally don't like to give bad reviews "for free". I don't like to hurt someone, especially if they did their best. Loved your vlog ❤️❤️❤️
You definitely gave some good advice about really listening to the feedback on whether it's constructive or not. I see so many reviews where people have purchased something without properly reading the description, to then be disappointed by the item being smaller than they were expecting. Your store in particular has such a shower of high praise that the 'negative' feedback really doesn't bear a mark.
☕️ Your videos are so inspiring! I’ve been binge watching your videos while prepping for a market this weekend. RU-vid just shows me video after video, regardless of how old they are. I was able to knock out some packaging I needed to do a long time ago, so thank you! I love your videos!
☕️ Made it. Thanks for your honesty about customer service and experience. It's part of any customer facing business, so it's something most of us will face at some point or another.
So Happy To Hear Ur Talk, bad reviews are so Hard to hear but pushing forward is best. LoVe the Talk u Are So Inspirational in ur work, every time is see U Drawing makes me want to Draw Again. Thxs 4 Sharing
☕ felt like I was in a proper business meeting then! Love it, keep the insider stuff coming for us newbies, brings us a great source of relief! Spring forest with Gingie & Spice please - would make lovely kids books x
After spending years in customer service, most people never contact the company to resolve issues and just go straight to a bad review. Not all business transactions go smoothly 100% of time. Be a good customer and try to resolve with company before just complaining to the Internet. 😉💚
We experience this all the time at work. Some people just like to complain and it's a shame because negative reviews have a huge impact on business, and hard working people. It really takes me a moment to read, absorb and let go. ❤️❤️
☕️ I really love when you share your personal experience with your business. That is really inspiring and helpful. So thanks a lot for all you do and share with us. ❤️
:coffee: Thank you so much for these! You got me started on my own Etsy store and I'm filling 2 orders this week. These videos are the absolute be-all-end-all of dealing with a little online business, they're wonderful.
☕️ had the best customer service experience with your team when I first bought some stickers and a pin from your shop. had problems with shipping and although it took more than a couple of months to finally arrive -- it was worth the wait and I didn't mind at all because you were so accommodating and helpful.
I must say, I did have a issue with delivery of my order but that was due to Australia Post, but the amazing customer service I received for your team to resend my order FROM ENGLAND. 5 STARS 🌟
☕ You are such an inspiration! I stumbled across your videos a couple months ago and before that I would've never thought a career as an artist could be possible. Thank you so much for sharing these videos. I definitely don't mind the lengthier videos 💖
Its very nice to hear Cat talk about some negative being a business. It makes things more real and understanding and shade light that not everything works out how you think they will as far as your own products
Such a great video! I definitely struggled with bad reviews over the holiday season when shipping was at its slowest and people weren't receiving their packages in time. Even after including numerous notes in my shop announcements and other places about delayed shipping, people still instantly blame the seller and not the post. With those customers sometimes you do have to cut your losses by sending a replacement or refund shipping charges, explain the situation and hope they understand. And I also agree that your studio vlogs can never be too long! I could definitely watch them for HOURS! :)
Thank you for the pointers on dealing with bad reviews, I too don't like getting anything below 5 stars and when I don't I want to make it right for my customers. I have only received one really bad review, which I didn't feel was fair but I took a day to calm down and contacted the customer and thanked her for her feedback (it was later changed). ☕ Luv your guys!
Yay I just saw the little note I send you (the pink flashcard one). Yay I m sooo happy it got to you together with the stickers ☺️ I ve created a lot more designs now but have had to kind of go over to Redbubble as Etsy had closed my shop for no reason 😢 they ve reopened it now so I m gonna try to upload all my new designs to Etsy but it’s been a struggle 🤪 thnx again for all the inspiration! Xx Darlean, aka Mrs Fluffy Shop
I've had an Etsy shop for about 6 months selling my sewing projects. I had a customer who picked the free postage, which is normal post no tracking. On a normal day you'd expect delivery in 5 days at the absolute max. Her order was smack bang in the middle of our COVID lockdown where deliveries were taking up to 6 weeks - something which I plastered all over my page and listings. After 2 weeks she hadn't received her order and instead of reaching out she went straight for a 1 star review. When I saw it pop up I cried my eyes out for hours - even though I had no control of the delivery times it felt so personal. I sent her a replacement item with next day delivery free of charge- she changed her review but it still stings.
☕️ thank you for the review advice. I had a 2 star review and it really did affect my confidence. I reached out to the customer, but didn’t hear anything so I sent a replacement and a message. I did get a thank you, but the review remained the same. I’ve had 10 5 star reviews about the same product, but the 2 star one still gets to me. It’s good knowing that I’m not alone with this! Love your videos 😊👍💕
@@KatnippStudios Just speaking truths 😘😊 you inspire me on my worst days to be better and do better. When I’m stressed and in an artistic block you’ve helped me realize I can succeed no matter how hard it is to get started ❤️
☕️ I remember my first bad review made me so sick. I was so upset at myself and then the more I thought about it the more upset I got at the person. They were upset over a shipping problem, which is completely out of my hands and they didn't even try to give me a chance to fix it first. I tried to reach out to them and they didn't respond. The more I thought about it the more I realized I was never going to win with this client. They were upset over a shipping delay for a product that they purchased well into December for Christmas during a pandemic, the client was also based in the US where USPS was having serious issues as well. I made it very clear that there was no shipping guarantees but that I would do my best. It still bothers me, but for the most part anyone who received their products late were very very understanding. Sometimes, some people will just be grumps. Thank you so much for sharing! It helps to be reminded that one bad review isnt the end of the world, and that we would try and listen to what the reviews are actually saying because they may help us in the end!
☕️☕️☕️☕️ Thank you for another wonderful studio vlog Catherine! And omg I would totally watch if it were an hour long! 🙌👏 I used to watch multiple vlogs when I was catching up on all the videos of yours that I hadn’t seen and it was great, sometimes I’d watch like 3 videos back to back or more! 🙌💗 I really enjoy watching you work behind the scenes and your bubbly energy always helps put a smile on my face! 🤗💕💕💕
☕️ Just want to say sorry for not ever actually buying anything but I support you by liking your videos and trying to leave comments. I have been following you for months now. You’re a great inspiration for me, a starting up business. I love your videos. I get ideas and inspiration but just the way you’re smiley and a bit silly lifts my spirits as well. I can tell that you’ll definitely work your hardest to make sure your customers and followers are having great experience. Thank you for being a good person ^_^ Keep up the great work.
Good Morning from NYC. Here is a cup of ☕️. I made it until the end lol. Thank you for talking about bad reviews, since this is one of my biggest fear for when I am ready to open my Etsy shop 🥺
🍰☕️ totally agree with your comments on bad reviews , I think it’s very sad that some individuals don’t give you the opportunity to make this right before firing off the review . At the end of the day we are all human and all make mistakes , as long as it’s not life threatening I think we all need to worry about the big stuff and not an order which at the end of the day can be made good . Just my thoughts Fab vlog as always xx
☕️ I am totally with you on the Wire Problem!!! If its a white product we need a white wire. I have encountered a few Negative comments over the years and I don’t even sell I mostly give my Ideas away for Free!
My first bad review was the worst in the history of my shop, it was 1 star and just an outright lie, I was devastated for days after. In my mind I let it completely overshadow the hundreds of glowing reviews I already had, I thought no one would ever trust my shop again, and it was just an awful feeling. One thing I learned over time in public responses is to take some time before responding, be honest, be kind, admit fault if needed, but also to advocate for yourself. Tell anyone reading what you did to try to fix the issue, and let potential customers know that you care, and you tried.
Catherine, your quality control levels and communication is of such a high standard that I have every belief that many who do leave a negative review may be quite naive regarding postage times, or haven’t read the listing properly - as opposed to actual a bad quality product. You’re so consistently of a high standard that your business growth in these difficult economic times reflects this. Mike is amazing behind the scenes also with communicating and packaging with such care - my order made it across the world perfectly. Not many RU-vidrs post such an in depth talk regarding this topic and you can hold your head high knowing your products are DA BEST. 5 STARS ⭐️ ⭐️⭐️⭐️⭐️😍😘😂🥰👏🏼🎉🌈❤️✨
You. Are. Adorable. You Brits are just the best to watch. ☕ SOMEDAY I will have a channel (I do polymer clay, can't draw worth beans) and these videos help so much. I love how other creative minds work. It's inspiring.
