Know Like Trust: Handling Negative Feedback
This is Part 3 in a series to help you build your business . . . with confidence, authenticity, intention and a whole lot more ease.
One of the foundations of business? The KNOW LIKE TRUST factor.
Continuing on with my series in building your business and the “know like trust” factor.
Today, I wanted to share some personal experiences — some challenges, some vulnerabilities –that I’ve had since I started putting myself out in the online world.
For those of you who don’t know, I have been working in the online world since 2010, but most of my clients come from referrals so I’ve never really had to market myself.
But in 2020 I decided I wanted to do more. I wanted to reach small business owners and solopreneurs and teach you how you show up online with more ease, confidence, authenticity and intention.
And I’m doing that by offering low cost programs and products that are still very high value. [why put something out there if it’s not going to be of value!]
I know that a lot of small business owners and solopreneurs don’t have extra money to spend.
You don’t have thousands of dollars to spend on coaches and courses, and I’m in a position in my business and life where I can offer these products for a low price. So I am.
And at the same time I thought, well, you know . . . I work in the wellness world. I’m a yoga teacher and a wellness coach and that’s who I’m marketing to. So I thought, “I’m not going to have to deal with any of the skepticism and the negativity and the bad comments”. Except I have.
And so I thought I would share a couple of those with you today
I was offering a $7 product, and I tried to be really detailed on the sales page and then again on the thank you page as to how this all works and what you will receive.
And even on the thank you page, I actually tried to grow the “know like trust” factor by putting a video of myself talking, thanking them for signing up, for purchasing and in the first 10 seconds I said: please check your promos tab, your spam tab, because my emails sometimes end up there.
And then because I know not everyone’s going to watch the video, I also put that same statement right below the video in the first paragraph — because I don’t want anyone to feel like they just purchased something and now they can’t find it.
But I did have someone however reach out to me, she sent an email saying she purchased this product and she didn’t have it.
When I saw that email, I immediately responded and I attached the documents for her and I said “I’m sorry, they sometimes end up in spam. And I hope that they help you”.
Then I found another email from her. And she basically told me that she felt like I was scamming her and she was going to have to go back to Paypal to get her $7 back.
And I was so disheartened by that.
I know, of course, it’s because I don’t have the “know like trust” factor with her, but it was still disheartening.
That is one of the challenges that we face when we put ourselves out there.
We’re going to get people who don’t know us and they forget that we’re a small business too, AND we’re human.
And we’re doing the best that we can.
And we’re trying to do good in the world.
And sometimes people just forget that and they get scared – maybe they have had a situation in the past where they got scammed.
So I responded back to her again and said “I’ve sent you the documents, if you don’t have them let me know. And, I’m really sorry that this has been your experience, the documents are yours to keep and if you are still unhappy, I will refund you the money because I don’t want you to have a bad experience with my company”.
And I haven’t heard back from her to date, so hopefully she received the documents and they supported her and her business.
I received a Facebook message. And the woman was concerned and skeptical that my Simplified for Business training was so inexpensive and why? “Was I really offering all of this inside the program — everything that I had put in the ad copy and on the sales page?”
I told her . . . yes, you get everything. You get the whole program, you get all the bonuses and instant access as soon as you purchase.
And there’s nothing else to buy after that.
But she thought that there would be because she had a situation, she explained, where she purchased something at a low cost and then they wanted her to buy an $800 program.
And so I explained to her again . . . No, I don’t have anything else after this — this is it, this is the whole program. And I’m pricing it so low because I want to reach more small business owners and solopreneurs like you, who don’t have $800 to spend on a program.
I’m sharing these examples with you so that you know that it happens to all of us.
It happens to us when we have the best of intentions — that we are just trying to do good in the world.
And to remember to simply respond with grace and with compassion, and to remember that they’re human too. We don’t know what they’re experiences have been or what they may be going through, in the moment.
Respond in the best way that you can for you and your business and know that there’s going to be lots of people out there who do join your community — who are going to “know like and trust” you.
And lastly, practice patience.
It takes time to grow your community and it takes time to build that “know like trust” factor.
If you have any comments, if you’ve had a situation that you want to share with me, feel free to send me a message or leave me a comment, I’d love to hear from you.
As always, thank you for my community I’m so grateful that you’re here and have a beautiful day.
Online Business Manager and Mentor
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