If you have been coming here for awhile or know me in person, you’ll probably be quite surprised to see me up here on my soapbox today. . . but I have something to get off my chest.
For anyone who is fairly new here. . . umm, I’m sorry to do something so out of character this early in our friendship. . . please stick around a bit longer!
Sooooo, I probably should launch this tirade with “it’s been one of those weeks”. There were great aspirations to be had for a week in which my girls returned to school after summer holidays and the man-of-the-house was at work. Finally it was just the studio buddies and ME. . . all alone in the studio with lots to do. But as often is the way, there have been many unexpected distractions that have slowed my progress on the work front.
Then add to this chaos a ‘bad’ email week and you’ll understand why I’m perched up here on my soapbox ready to deliver a good old fashioned rant worthy of a grumpy grandmother with stones in her shoes. Here goes. . .
Back when I started my business. . . yes you already know that was 20 years ago, which puts us back in the last century, business was a whole lot different. We promoted our creative businesses by magazine advertising and word of mouth. All my orders came in via either mail or phone. I loved the phone orders because it gave me an opportunity to speak with my customers in person. I not only got to know my repeat customers but it also put a human face to the business.
Then technology soared. We took our businesses online where there was online shopping, emailing and later, social networking. Eventually paper patterns were replaced with e-patterns and instant downloads. I now get to teach not only in a classroom, but also in a virtual classroom with students I’ll never get to meet face-to-face. Even more amazing. . . I can now chat with virtual friends on Facebook and twitter and share my creative life in the blogosphere, where all my other creative friends live.
So what’s not to love about this incredible technological era we live in? Well I’ll tell you – I think technology has made many people plain RUDE, especially with emailing. There you have it. . . I’m shouting it for all to hear – RUDE people are out there folks and I don’t appreciate it!
There’s a little something called etiquette. . . it’s the art of being polite. We use it every day on the phone and in person, so why do people forget it when emailing?
Obviously for me emailing is a huge part of my job. That’s how I receive and send out my orders and is an efficient way of conversing with customers. I check my emails before turning the computer off for the day, which is generally around 10:30 pm. The first thing I do in the morning, even before my morning cuppa at 6:30 am, is check my emails. Believe it or not, lots of things happen overnight on the World Wide Web.
So I don’t fancy the first email of the morning to read “where’s my pattern I ordered 6 hours ago?” Hmmm. . . blunt and to the point isn’t it. Obviously this person couldn’t spare a simple “Hi Kerry” before charging at me. Being the person I am, I reply nicely with a sorry for the delay spiel, when really what I want to say is “if you checked your order receipt you’ll see it says delivery within 24 hours and given you made the order in the middle of your day, which just happens to be the middle of the night here in the southern hemisphere I was actually sleeping for the past 6 hours!!”
But hey, run a Crazy $1 Sale and then you’ll really see how unkind people can be via email. You might remember 2 weeks ago I sold off the last of my paper patterns for $1 each in the afore mentioned Crazy Sale. . . at 90% off the original price that’s a bargain in anyone’s language. The orders came in quicker than I could keep the website updated, so invariable a few orders got through for items that had already sold out. This meant in some cases a customer only received say 4 of the 8 patterns they ordered. A note of explanation was provided with the invoices and as a good will gesture, I popped a FREE pattern in with their orders.
Let me step down from my soapbox for just a second to say that I did receive some lovely emails from customers who totally understood the situation and they were surprised and grateful for the free pattern they received. So thank you ladies for your kind words – I really appreciated it.
What I didn’t expect was the negative emails from people who were either annoyed they didn’t get what they hoped to get or they didn’t like their FREE pattern I gifted them. One person even asked for a refund on the FREE pattern. . . seriously. . . how does one refund FREE? I suppose I could give her a smile that costs nothing.
Everyone has the right to question an order or make a complaint. . . I have no issue with that, but please be polite when doing so. Remember, there’s a human at the other end of your email. The simple etiquette of salutation is always appreciated. Addressing someone by their name and signing off with your own softens the blow of the one liner “Why didn’t I get what I asked for”.
No matter the level of nastiness received in an email, I’ve always remained nice, gritted my teeth and replied in a respectable fashion my mother would be proud of. . . until this week !
Finally I’m over it – be rude to me and you’ll get rude back.
“I’m sorry you didn’t bother to read the enclosed receipt that explains everything”
“I’m sorry you don’t like the FREE gift I gave you – how about you just throw it in the bin”
“Oh, and forgive me for having to sleep each day”
. . . and finally to the lady who says she isn’t buying from me anymore. . . GOOD . . . I don’t have the time to waste on rude ungrateful customers. You’d think considering you’ve been a long term customer you’d show me a little more respect!! I don’t care if you people have had a bad day or the kids are annoying you or your life just plain sucks. . . use the manners your mother taught you!!
Done!
Phew. . . wasn’t that a tirade.
I’m sorry for being so negative; it doesn’t sit well with me. For 20 years of business nothing has been too much for my customers. I’m thankful that on the whole, MOST people are delightful and if you look at the volume of customers I deal with per year, the rude few are a small percentage. Hmm. . . maybe the Crazy Sale made some people a little crazy. . . just saying?
I get it that the world is changing. Technology is progressing so quickly and texting, tweeting and emailing has made it an instant world, but if we start to lose the niceties of conversation amidst the abbreviations and shortened language, what are we left with? [sigh]
Now on a more positive note. . . while I’m working on uploading the new website and boutique store, I’m sharing sneak-peeks each day over on my Facebook page. Pop on over and say ‘hi’ and maybe you’ll even click the ‘like’ button to put a smile on my face today. I promise to be well behaved and NICE.
Creative hugs ~ Kerryanne
Amen Sista!
hugs to u hun. I hear you on this one. Saw a great receipt the other day for a groovy t-shirt company which had in huge letters across the top ~ HERES YOUR F****** RECEIPT Extreme maybe but worth putting aside for those more difficult customers 😉
alicia
ha ha – love it!
I think my poor mother would have heart failure if I did that one Alicia. I’m tipping she is distressed at the thought of me not being nice to everyone – lol
I totally appreciate your comments. Polite and considerate are both important and critical in letting us all know we matter. They require so little and mean so much. I only recently discovered your site and love all you do.
Good for you… some people can be such Jackasses and they are not worth your time. Good luck with your business. Have a great weekend.
Woo! Kerry you made me feel better by you getting that out because probably so many of us have wanted to say the exact same thing! Leave ’em in your dust as you go forward!
xo Cathy
So sorry you’ve had to deal with such ungrateful customers as you mentioned!! I have noticed the last year-or-so manners have seemed to have just flown out of the window with a larger portion of the population! I dealt with some grumpy so-and-so’s when i was working on the registers at Coles over the years, but I have unfortunately heard more bi&#$iness and cattiness in the last year or so than I ever experienced when working in retail!! Having taught my 3yo her manners (“please”, “thankyou”, “yes Mummy” … actually that last one wasn’t taught, just started by her!! … etc) I am horrified that this is so rare amongst youngsters that I get comments by the carers at childcare that she is one of the most well-mannered and lovely children there … here I thought all parents (should) teach their child manners, sharing, helping etc …. apparently this am the exception these days, rather than the rule!! … If our children aren’t learning their manners, it’s no wonder – the rudeness and hateful attitudes of a lot of adults these days is very upsetting! …. I wish you many more happy, encouraging customers in the future Kerryanne!! They’re a lot easier and nicer to deal with than the no-so-polite ones! Hugs to you!!
I’m sorry that happened to you Kerryanne. Some people just amaze me. I wonder how they would feel if it was the other way around. I hope you feel a bit less stressed now having got that off your chest. Forget about it all and have a lovely weekend. Hugs, Christine
Amen! There are some really wonderful customers out there but the few that aren’t make retail a rough business to be in.
Well said Kerryanne. I have been absent from the blogging world for a couple of weeks and I think I came back at just the right time. What a juicy post to start with. Judging from the comments I see on Facebook lately, this seems to be a theme, particularly this week, with internet communication. Why oh why do people feel that the internet is an excuse to be impolite, rude and disrespectful? Unfortunately it doesn’t seem to be limited to the younger generation either which is really sad. In my opinion I see it as cowardly, a dummy spit and immature. Is this a product of this “all about me and bugger anyone else” society that seems to be fostered at the moment. Sure, we all need to think about what serves us and look after ourselves but surely there is a difference between self care and just plain bad manners and bad behaviour. Gosh, you have me on the soapbox right beside you. Ahhh, that does feel better 🙂
See it as a shedding of all the negativity in your life Kerryanne, which then opens you up to wonderful new opportunities and friendships. Onward and upward I say and thank goodness you have dropped all that dead wood.
love and hugs
Lee xo
You have a right to be on your soap box – no need for rudeness at all anywhere
here,here Kerryanne well said,take care.xx
And what a gorgeous looking soap box !! There is never any excuse for rudeness and it does get you to the point that you are over trying to be nice – It is sadly wasted on some people. Hugs – FEE XX
How rude… Being one whom likes to ‘voice’ themselves….I am so with you on this topic.
Thanks for standing up for your (polite) self and reminding us all of the importance of social etiquette..
Perhaps your next blog post could be about people eating with their mouth open…….or………..doing that little taste test sound…………………..
or…………..maybe that should be my own blog post…
Well said kerryanne. No excuse for bad manners.I have purchased lots from you over the years and you are one of the nicest people to deal with. Customers like the ones mentioned you can do without. By the way, nice legs!
((((HUGS)))) Kerryanne,nobody should have to put up with abuse,physical or verbal,sometimes you just have to get it off your chest and let everyone know how you feel.Hope you’re feeling a little better today 🙂 Barb
Glad you got it off your chest and so sorry it happened.
Well said Kerryanne. Manners are certainly lacking in some people these days but I’m sure the majority of your customers are very satisfied with the service you provide as I have been. Hope you have a great day.
No excuse for rudeness!! Spending a few dollars with someone doesn’t mean they immediately become your servant. Some people see it as their right to be mean, but thankfully, it’s the minority.
Well said Kerryanne and I love your soapbox assistant too! I hope whoever it was that was rude to you writes and apologises after reading this post. Mind you they probably wouldn’t think it’s about them!
Hugs
Jo
must be the week for rudeness, poor clare over at clares craftroom has had enough of rude people too. it is so sad that such money grabbers exist and that they prey upon your good nature in such a way. i have been saying that once i turn 40 i have the right to the term ‘grumpy old lady’ and i am going to use it with wild abandon, hell people are rude to me all the time! dont ever change, you are gorgeous and generous and those that truly value you would never treat you in such a way. xxrosey
No need to apologise ..we all need to let it out sometimes. and I think it is good for us all to realise what others have to put up with…. it is sad that some people are just plain rude sometimes and ungrateful too…. it is the minority but they seem to cause us all the greatest grief…. asking for a refund on a free pattern…well they are a few sandwiches short of a picnic methinks….
Have a wonderful weekend….
Hugz
Hey Kerryanne! SIGH! Unfortunately, I know exactly what you mean! Part of it’s generational, I think and all the niceties get cut out for the sake of brevity, but my bestest buddy and I often comment that these day’s its a case of “UN-common courtesy”, as courtesy doesn’t seem to have as much importance placed on it these days. And I’ve noticed, too, that the more some people are offered for discounted prices or free, the more they expect and demand. In the end, I guess we just keep smiling (even if it’s through gritted teeth!!) and not lower ourselves to their level … then wait for the cosmos to turn the war dogs of Karma loose on them! Tee! Hee! Hee! BTW … pretty toenail polish! :0) Hope your rant made you feel better … and the fact that you’re not alone in your opinion reminds you there’s lots of polite buddies out here who love and appreciate you! :0) Enjoy your weekend! Bear Hugs! KRIS
Hi Kerryanne, it cant be good to get things off ones chest so you rant all you want girl. Too many folk out there think that it is okay to be rude in the e-World and you shouldn’t have to put up with it. Unfortunately, these manners (or lack of) are spilling over into the real world.
Big hugs to you
Toni xx
Good for you Kerryanne! No one should put up with rudeness like that.
I hope you feel better now and have a peaceful wekend 🙂
Hugs!
Oh no!!! As Kamal would say..Why are people so unkind?… Truly..people are even rude face to face these days and huff and puff if it takes too long to be served somewhere, they leave their filthy empty coffee cups on shelves and blatantly dimiss your hard work right in front of you. What technology has done has made them annoymous/faceless and therefore in their opinion always right and ALWAYS superior. I like your rant, I think your rant is right but I am sorry people made you rant. What I wanted to also say back there but for some reason the computer won’t let me go back to that space, was because techonology has made them faceless it has also made them multiply! By the way I am soooo loving your sneak peeks of your new goodies…love them, not like them but alas there is no ‘love’ button. Biggest kiss noises to you and have a wonderful weekend. Kiss Noises Linda
Hooray, well done Kerryanne. I get fed up with people not having manners anymore. I was always taught to say please and thank you, write thank you letters when I received a gift etc. People just don’t seem to do that now. A smile and a thank you can make all the difference.
I was going to send a comment to uplift,But it seams you have a lot of friends on your side.what the heavens I say it anyway.When I purchest the planner off you a few weeks ago I told my husband how Quick you were to respond & help me with the problems I was having, I thought you were lovely, I havent met you in person but I was upset to know someone was being rued to you.Oh well There
loss.
Good for you! People really have, as you say, lost any sense of manners these days. I always tell my daughters “Good manners is a sign of great character”.
Thank you for saying what we all wanted to say before!
Warm wishes from South Africa!
Hiya Kerryanne.
It is true that today’s people are so rude. Just really upsetting when they are terribly rude to someone who really cares. Makes you wonder if they were born without any sense.
I like you sending a smile out instead of a free pattern. How original. I have to work with the public as well so know where you’re coming from. I’ll just have to remember how you handled it so eloquently.
I say you are in the right. So GO Girl. Let’em have it.
(So sorry anyone would have to put up with that kind of garbage. I was taught if you can’t say something nice don’t say anything at all.)
How thoughtless some people are and so greedy at times with like you say no manners, no thank you, or what a fabulous sale you gave us. You put plenty of good points there in your post Kerryanne, and I know this has not deterred you from your work because you are a trouper. An I hope they have read your post with a red face. Have a great weekend.
best wishes Julie.C xx
I truly feel there is a lot of people who can’t take the answer “NO” these days. They expect to get what they want. If they don’t they throw a grown up 2yr old tantrum,having never been taught growing up that is not acceptable. Given in to so parents who have been time poor can have some peace. Cyberspace is a perfect place for them too to vent their frustration on unsuspecting people. I couldn’t believe how some women carried on when Big W around Christmas time had a toy grab giveaway and when people couldn’t get through because of a server problem the tirade of abuse on the facebook page for Big W was appauling. I notice now that even them, a huge business, have had to set up a feedback section,seperate to the wall space and now have written how to use the site and if abusive over and over,basically, you will be blocked. Sad really! Yes it is disappointing you can’t get the toy you had hoped for your child,but they will live and it does teach that you cannot get everything you want. Use it as a valuable learning lesson, but not some of these women. Was definitely Not in the spirit of Christmas I thought. Anyways hope you have a better week next week. Onwards and upwards and one foot in front of the other. Think some should HTFU as all the merchandise says and “get their big girlie pants on” and grow up. Hugs . I like how you always put that :o)
Good on you Kerryanne for getting that off your chest as they say! I certainly understand what you have experienced with rude customers who are, as a friend always says, lacking good breeding!
My daughter works in retail and some of the stories she tells us about rude, demanding and thoughtless customers is awful. This is apart from the foul language and threats of physical violence over a trivial query.
Having said that, can I suggest that if you were to have a list of every pleasant, friendly, patient customer that that you have ever dealt with and put it along-side a list of the negative one’s, you wouldn’t be surprised to see which list is longer by a mile.
Most people are nice to be around and you are obviously one of the “good ones” too or you wouldn’t be as successful as you are. Keep up the good work!
Wow Kerryanne…..I am very impressed with your “tirade”….
very well articulated & i can only empathise totally.. i have been extremely lucky with my ebay site having 98.9% !! gorgeous customers..but when i had my gift shop some years back, i experienced a lot of rudeness…
so good on you for maintaining your dignity (but with a bit of fire sparking up in the belly)!!
xx andrea…
I know exactly where you are coming from Kerryanne I experience it everyday….get this one My website has instant downloads and I still get rude emails wanting to know where their patterns are
what you had to say was extremely well said the sad part is that those Rude people we deal with everyday will still keep being Rude have a wonderful day
Robyn xxxx
Dear Kerryanne, I`m glad you got that off your chest, some people can be so horrid. As the saying goes, they can go and have a cup of themselves, see if they like themselves.
Thank you for your wonderful blog and for the fabulous things you create for us.
I have your Creativity Planner and it is ssooooooo awesome, and I just love it.
By the way,nice legs and the dog is sooooooooo cute.
Hope you feel better now you’ve got it off your chest! Having been a customer and an online student of yours I can testify that your customer service and your tutorial manner are exemplary and I am very pleased with the products. Having also worked behind the counter both in public and private enterprise I know there’s times when the customer is not right and you would just like to kick them in the shins or pour your coffee over their head and walk away as they are so rude!!
I think you’ve done very well to retain your aplomb for 20 years :D.
Hugs,
Robyn
GOOD ON YOU KERRYANNE!!!! Totally agree with you and totally support you in your “tirade”!!! 🙂 It is all so true, unfortunately, that people seem to becoming more and more impatient and wanting things……..NOW!! It’s amazing isn’t it that just one nasty email can almost outweigh ALL of the lovely ones that you get. I really enjoy getting your emails every day and will continue to enjoy them as well. Thanks for all that you do m’dear and rest assured that there are more of US than there are of THEM! 🙂 Cheers, Jan xxx
Well said! Good on you – sorry that you have had to deal with unappreciative rude customers. Unfortunately they are out there & they’re usually the ones that want something for nothing. Take care xo
Vent all you like, it does us good and keeps us healthy.
Your blog is a pleasure to read as I do it on every update but don’t do much commenting (apologies)so it is your right to ‘put your 2c worth in’
take care!!
Sue
Hiya, this is so sad…I have been happily hopping around my bloglist and am amazed at how many artists are mistreated like this. On several blogs the ladies have had their designs copied and sold as original designs (not by the artist)and now you have been treated so horribly. What on earth is going on? Take care and keep warm sue x
For some positive feedback “you look pretty good on your soap box & your dog 😉 … so feel free to climb on it a bit more” & give those RUDE clients an earful!!! PS … love your blog & your wonderful creations.
Well said…I would love to post this to Facebook to all the rude people that leave comments…at least you can delete them. My suggestion..Don’t be rude back thats just stooping to their level…maintain your wonderful persona and that will really cheese them off!!
LIKE 🙂 – I just dealt with a RUDIE on friday, but got to prove my point today.
Hi gorgeous!
It’s so not like you to get on your soapbox honey, you are the epitomy of professionalism. But you are absolutely right, there are a handful of rude people that are not nice to deal with. I have the same issues, especially with my freebies. If someone is getting something for free the least they could do is use a salutation… and a thank you would be very nice too!! I’m hearing ya. I had to have a little giggle when you mentioned having been running your business in the ‘last century’!!! It instantly put a vision of Dickins in my head!!
Have fun in your studio today sweetie! xxx Hugs! Vikki
Politeness costs nothing and means everything. I get this at work. People call up to ask why you haven’t answered there e-mail even when they have sent it after they see you leaving for lunch. Like the blog.
I am new here – but Well Said!! My heart says it’s a sign of the times. So far, all my customers have been wonderful ~ but I see a lot to the contrary. Loved your post and your blog. Dru