This one stings a little right now, but I think it’s important to put it out there since all new businesses go through it. We received our very first negative review this past weekend and you know… it sucks. It just sucks. Some of it’s right, some of it’s wrong, some of it’s just plain not clear… but it doesn’t matter. We’ll take the high road and try and remember that we just can’t please everyone.
Why do negative reviews hurt so much?
For us, it hurts because we pour our heart and soul (and pretty much our last dime) into this business. We make sure every event and styled shoot are perfect. We spend late nights in the warehouse packing up our vintage rentals for events. We spend time away from our little man to pack up, setup, breakdown, unpack. We spend our weekends creating each client’s vision, finding new rentals to add to our collection or organizing our warehouse… all while trying to find some balance and squeeze in family time. We do whatever has to be done to make sure the customer experience is right- finding the perfect pieces, touch up painting rentals on-site so they’re perfect, bringing extra rentals at no charge, dropping off early, picking up late, working in the pouring rain or sweating in the sweltering summer heat. We’ve done it all and all for this little business and our clients and vendors. We want their day and their event to be PERFECT. We take it personally when one of our clients doesn’t have a perfect experience with us, whether their recollection of the experience matches ours or not.
It’s a hard lesson, but we’re trying to remember that you can’t be perfect, can’t be everything everyone wants, can’t always do every single thing just right and can’t make everyone happy. What you can do (and what we will do) is take what we can from the experience and do better, hold our heads high and move on. Having our own small business is like parenting… we’re learning everyday.