Originally Posted by scp1127
Carmijok, I am sorry, but your statement is inconsistent with all marketing and PR proven and measured data. Many people read this site and it would be wrong not to refute your statement. I would suggest to anyone who is serious about their business to research this subject (as I have done extensively).
This is not fear... it's damage control.
Before I retired a few years ago, I spent 30 years as a PR, advertising and marketing director in various media, and then eventually owned my own advertising agency. I have also kept up with how social media works and its impact and uses in marketing. I appreciate your 'extensive research', but I do have a tiny bit of real life experience in the subject as both an adviser and a business owner.
Bottom line is this...you will never please everyone.
You also will have customers that are 'snake-bit'...that is, for some reason everything you do for them, something always goes wrong whether it's your fault or not. You can do what you can do to make sure every customer is satisfied but at some point someone won't be.
Spending time, energy, money and sleepless nights on those individuals...no matter how mouthy they are...will not help you in their eyes no matter what you do.Damage control
consists of taking responsibility for your actions, making the necessary amends to the customer if there was negligence on your part, and moving forward.
It is NOT changing your business practices or policies to appease individuals who have no complaint other than they want their deposit back because of an accident with a completely different client! That
is running your business from fear. Regardless of what the OP does, those people will still say bad things, still get on Facebook and tell everyone how they got their deposit back --which will open up a whole other can of worms! She wants to rid herself of these people! They are toxic...let them go. She does not need to kiss their respective rears in the process.
The good news is that most people have short attention spans and by moving forward and providing an excellent product and customer service to all your existing and NEW clients, then the negative 'press' as it were, will dissipate. As I mentioned earlier, most people aren't thinking about cake 24 hours a day like we are. You have to step back and look objectively at a situation and see it from the ordinary person who just wants a birthday cake for her 4 year old. She probably isn't friends with with the PIA people and doesn't get Facebook comments from them.
Any posted bad reviews can be mitigated by the posting of other positive reviews as well as an explanation from the OP if absolutely necessary.
I worked at a bakery a couple of years ago for fun (where I got the caking bug) and they had a customer who called said our cakeballs weren't cooked. Really? Since we made them from crushed cake I tried to tell her that was impossible. She then came and demanded her money back. We gave it. We even offered to give her another batch or a big discount on a cake and she refused. Despite our attempts at making things right, she went online and wrote not one but several scathing reviews at different websites on our bad business, our awful cakeballs and service. So much for bending over backwards. Did it hurt the business? No. Their cakeballs continued to be their top seller.
It's cake, not a nuclear reactor exploding. The OP's done all she can do and she is better off without them--with their deposit, and her professionalism intact. Life and cake goes on.