Vent: Tried posting a response apology template and the reply ratio got weird

So I run a small shop and got a complaint about a shipping delay. I drafted one of those scripted apology replies, the kind with the emoji and the 'we hear you' line. Posted it and the comments went from 2 angry people to like 14 people piling on about how corporate it sounded. Then I replied to each one with a plain text, no emoji, just 'yeah that was on me, here's what happened' and a refund offer. Two days later most of those same people edited their comments to say it was handled. Never thought being less polished would actually work better. Has anyone else gotten backlash for using a canned response when a messy human answer goes over smoother?

0 comments

0 Comments

No comments yet

Be the first to share your thoughts on this discussion.