Keep calm and carry on

Even though half of its inventory is displayed outside, a small garden center requires masks to be worn. One customer was not pleased with this policy and wrote a scathing review online criticizing, not only the policy, but also the organization.

The owner of the business responded to the online review in a calm, cool and collected way. He referenced the current statewide requirements for business operations, he mentioned various options for this customer to make purchases without having to put on a mask, and he stated that the business cares about the health of all of its customers.

At no point did the business owner resort to condescension or address the review with the same level of anger that the customer had. He was able to calmly approach the situation with facts and solutions while treating the customer with respect.

He approached it from a perspective of understanding – that these are tough times for all of us dealing with a completely new way of life.

Treat even your toughest customers with respect; assume they are doing the best they can in the moment.