Cutting Edge Soap
Maricopa, AZ
So, I do sell some shaving soap from time to time. More of a hobby than an income that I need in order to put food on the table, still I want people to be happy with the products that they purchase. After trying hundreds of soaps I feel that I know what I like and don't like in a shaving soap. The soap I made is exactly what I prefer in a soap and I feel it's the best I've used (for me personally that is). I mean, if it wasn't then I'd keep tweaking the formula until it was. Anyway, I'm not saying that it's the very best for everyone out there, but it's exactly what I enjoy in a soap.
That being said what I like might not be what some others care for. It's a good thing for us that there are so many soaps available to choose from. If someone doesn't think that the soap I make is right for them, then they can choose from a thousand others out there. There are plenty of excellent products available that they might prefer over mine and I'm happy to recommend other makers in these situations. Most makers that I've met are really nice people and there's no reason why we can't support and help one another.
The reviews I've gotten have been extremely positive, with the exception of one in particular. To this person my soap was terrible. This is hard for me to understand given my own experience as well as all of the other feedback that I've gotten.
The problem here is that this person did not contact me at all to voice their displeasure. They didn't reach out in order to see if maybe they were doing something wrong. I could have provided some advice on how to lather my soap, maybe sent a replacement, refund, partial refund, etc. It would have been nice to at least have an opportunity to make the customer happy. Instead, out of nowhere, I see a very negative post on a shaving forum. Others chimed in voicing support for me and stating that they did not agree with this post at all. Still, it's unfortunate but these type of posts do impact sales. even with many other positive comments.
I've reviewed hundreds of shaving soaps and encouraged others to do so. When running a soap sample passaround for years I stressed the fact that reviews have to be honest but they also have to be respectful and kind at the same time. We aren't all going to like the same things, so what you like others might not and vise versa. You might also find that your own preferences might change. I've revisited scents that I didn't care for early on to find that I really enjoy them now. The point here is that you can be honest and still be respectful and kind at the same time.
So if you have a problem with a product that you bought from any vendor...
1. First off, please contact the vendor and give them an opportunity to correct the situation and make things right. I can't tell you how many negative reviews I've commented on where I've asked "Have you reached out to the vendor?" and gotten a "no" response. If you're willing to take the time to write a negative review then I'd think you'd want to take the time to reach out to the vendor. As a vendor we want to satisfy our customers. It's a great feeling when someone likes your products and posts something positive. It's not great when the reviews are not so positive. We've all heard the business adage "If you love the product then please tell everyone, if you don't love it then please tell me". I would have loved the opportunity to make them happy before they posted the negative comments but afterward the damage was done and I chalk it up as a "Well, I guess you can't please everybody".
2. Set your expectations accordingly. Some things are subjective. For example, not everyone is going to like every scent or even the same scents. In these situations if I have to comment I might say "Some people might love this one but it the scent wasn't for me". This is why I always recommend scooping a small sample and trying it out first. This way if you find that you don't care for it then maybe you can list it on the buy, sell, trade and get back most of what you paid for it.
3. Try to be understanding. There are only a select few vendors actually making a living and supporting their families doing this. I wouldn't recommend making shaving products if your goal is to get rich. Most are small hobby type businesses that are putting their heart and soul into making these items and barely making a profit if making any profit at all. Even the largest artisan makers are still what you'd consider small businesses and unfavorable reviews do impact them.
4. After you've reached out to the vendor (maybe several times) and can't get a reasonable resolution then by all means post a negative review because at that point they've earned it.
What I'm getting at here is please be kind to one another and treat people as you'd like to be treated.
That being said what I like might not be what some others care for. It's a good thing for us that there are so many soaps available to choose from. If someone doesn't think that the soap I make is right for them, then they can choose from a thousand others out there. There are plenty of excellent products available that they might prefer over mine and I'm happy to recommend other makers in these situations. Most makers that I've met are really nice people and there's no reason why we can't support and help one another.
The reviews I've gotten have been extremely positive, with the exception of one in particular. To this person my soap was terrible. This is hard for me to understand given my own experience as well as all of the other feedback that I've gotten.
The problem here is that this person did not contact me at all to voice their displeasure. They didn't reach out in order to see if maybe they were doing something wrong. I could have provided some advice on how to lather my soap, maybe sent a replacement, refund, partial refund, etc. It would have been nice to at least have an opportunity to make the customer happy. Instead, out of nowhere, I see a very negative post on a shaving forum. Others chimed in voicing support for me and stating that they did not agree with this post at all. Still, it's unfortunate but these type of posts do impact sales. even with many other positive comments.
I've reviewed hundreds of shaving soaps and encouraged others to do so. When running a soap sample passaround for years I stressed the fact that reviews have to be honest but they also have to be respectful and kind at the same time. We aren't all going to like the same things, so what you like others might not and vise versa. You might also find that your own preferences might change. I've revisited scents that I didn't care for early on to find that I really enjoy them now. The point here is that you can be honest and still be respectful and kind at the same time.
So if you have a problem with a product that you bought from any vendor...
1. First off, please contact the vendor and give them an opportunity to correct the situation and make things right. I can't tell you how many negative reviews I've commented on where I've asked "Have you reached out to the vendor?" and gotten a "no" response. If you're willing to take the time to write a negative review then I'd think you'd want to take the time to reach out to the vendor. As a vendor we want to satisfy our customers. It's a great feeling when someone likes your products and posts something positive. It's not great when the reviews are not so positive. We've all heard the business adage "If you love the product then please tell everyone, if you don't love it then please tell me". I would have loved the opportunity to make them happy before they posted the negative comments but afterward the damage was done and I chalk it up as a "Well, I guess you can't please everybody".
2. Set your expectations accordingly. Some things are subjective. For example, not everyone is going to like every scent or even the same scents. In these situations if I have to comment I might say "Some people might love this one but it the scent wasn't for me". This is why I always recommend scooping a small sample and trying it out first. This way if you find that you don't care for it then maybe you can list it on the buy, sell, trade and get back most of what you paid for it.
3. Try to be understanding. There are only a select few vendors actually making a living and supporting their families doing this. I wouldn't recommend making shaving products if your goal is to get rich. Most are small hobby type businesses that are putting their heart and soul into making these items and barely making a profit if making any profit at all. Even the largest artisan makers are still what you'd consider small businesses and unfavorable reviews do impact them.
4. After you've reached out to the vendor (maybe several times) and can't get a reasonable resolution then by all means post a negative review because at that point they've earned it.
What I'm getting at here is please be kind to one another and treat people as you'd like to be treated.
