I need Your Help…

My daughter is 20 years old and moved out of our home a few years ago. She is our youngest child and we are as supportive of her as we are able while she is choosing to live life on her own terms. With that said, we still talk to her daily as she calls often 😊.

Last week she contacted us with somewhat of a panic in her voice. She was attending an event about an hour away from where she lives and she noticed that her car was beginning to overheat. She has had this issue before and we have counseled her to take her vehicle to a mechanic and get it serviced.

However, due to the cost of the repair, she did not get the issue addressed. This concerned me as I know that if this issue was not resolved, it would get worse and potentially cost even more… but she’s her own person. And hey, what do I know anyway? 😊

When she described what was happening to her car, I could understand her anxiety. The issue seemed urgent and potentially unsafe. It was a real situation, and not just an overdramatic 20 year old girl response to a quickly rising temperature gage.

My wife and I discussed the matter with her and we were able to advise her on what to do and how to get her car to where she is living.  This would give me the opportunity to check it out for myself.

Now, this means we’re going to be on the hook for getting her from place to place as now she would not have a vehicle. But, we did not mind. She is still our baby girl and we are here to help.

When I looked at her vehicle the next day, I saw that this was a real problem. I made arrangements to take it to a mechanic and my fear was confirmed. I must say that I was rather annoyed (“rather” is a kind word for my true feelings) as the issue could have been addressed when it originally was identified months before.

The inconvenience of the situation and the cost of the repair was going to be more than she could bear and we would need to support her in order for her to maintain some level of independence. That’s a fancy way of saying daddy was going to have to foot the bill and give her rides.

In the end, it all worked out. My daughter got her car back, she is safe and she was very grateful. I even got a follow-up “thank You” text! And I filled her tank up with gas… because as difficult as she can be, I’m a sucker for my children and grandchildren and I love her beyond measure.

So, what does this have to do with running an online business? Well, I’m glad you asked!

See, not all customers are easy. Some are…let’s just say, spirited and spicy. They don’t always follow the advice you’ve given them.

They don’t act when you suggest something that could save them time, money, and a major headache. And sometimes, they come back in a bit of a panic when the problem you warned them about finally shows up in full force. Sound familiar?

But just like my daughter and her overheating car, those customers aren’t trying to be difficult, they’re just doing the best they can with what they know, what they have, and how they feel in the moment. Sometimes, our job isn’t to say “I told you so” (tempting as that may be), but instead to show up, offer help, and walk them through it.

They may not be our kids, but they’re still our people.

In business, and especially online, we often don’t see our customers face-to-face. We get emails, DMs, comments, and sometimes complaints. But behind every difficult customer is usually a person who’s overwhelmed, confused, unsure, or just plain stuck.

We can’t control how our customers show up, but we can control how we respond. That’s where the magic happens.

Here are five ways we can work with challenging customers and still offer incredible value:

1. Lead with empathy, not ego.

When someone is frustrated or demanding, our instinct might be to get defensive. But the moment we put ego aside and listen with compassion, we often find the root issue isn’t personal, it’s practical. Empathy doesn’t mean you become a doormat. It means you’re strong enough to meet people where they are.

2. Set boundaries with kindness

Just like I wasn’t going to buy my daughter a brand-new car, we also need to serve without sacrificing our sanity. That means having clear expectations, policies, and timelines. Boundaries actually help both sides feel more respected and they make sure we don’t burn out in the process.

3. Educate, don’t just sell

Sometimes your customer doesn’t take action simply because they don’t understand the why. They’re not ignoring your advice, they just didn’t absorb it. Take the time to explain things in plain language. Use stories, analogies, or quick videos. And repeat yourself. Because often, people don’t act the first time. They act when the “aha moment” finally clicks.

4. Show up even when it’s inconvenient

Let’s be honest, I didn’t want to spend several days dealing with a busted car. But I did, because it mattered. Going above and beyond for your customers (when possible) builds real loyalty. It doesn’t mean letting them walk all over you, but it does mean showing you care. Sometimes, the best marketing strategy is just being human.

5. Appreciate them even when they make you sigh

We don’t just serve people because they’re perfect customers. We serve them because they chose us. If someone is still coming back to you, even with all their quirks and questions, it means they trust you. That’s something worth honoring. So, whether they’re a dream client or a lovable headache, remind them (and yourself) that you’re grateful for the opportunity to serve.

At the end of the day, we all need a little help sometimes even if we don’t ask for it the first time around. Whether it’s our kids, our customers, or our community, being in business means showing up with grace, humor, and the willingness to fill someone’s gas tank when they’re running on empty (figuratively… unless you’re really generous 😄).

And let’s not forget one more thing. Sometimes the challenge isn’t the question or the confusion. Sometimes it’s the criticism.

You know what I mean. The snarky comment on your latest social media post. The public feedback that makes you wince a little. Or the person who tells you your solution “doesn’t work” before they’ve actually tried it.

It’s easy to get defensive. It’s tempting to fire back, retreat, or delete. But criticism, when filtered through the lens of growth, is actually gold. Sometimes it reveals a blind spot. Other times it’s just someone venting their own frustration. Either way, how we respond says more about us than it does about them.

The truth is, not every customer will be thrilled with us all the time. That’s normal. But when we handle tough feedback with professionalism, curiosity, courtesy and calm (and maybe a deep breath and some coffee), we show that we’re not just in it for the compliments, we’re in it for the connection.

So, here’s to serving well, leading with empathy (sometimes love), and helping people, even when they don’t make it easy. Because that’s not just good business, it’s good humanity.

I think I’ll text my daughter and ask her how her car is doing and more importantly, how she is doing (and nag her to get those darn brakes looked at). 😊

“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” — Peter Drucker

“Your most unhappy customers are your greatest source of learning.” — Bill Gates

And of course, a few VERY BAD Dad jokes:

Why did the customer cross the road? To complain on the other side!

What’s the difference between a young adult and a smartphone? The phone actually listens sometimes.

Until next time, STAY FRESH, Friends!

 

 

 

 

**If you are curious about this process and wish to know more about an affiliate marketing business, please subscribe to my newsletter here to learn more.  And please continue following my blog.  My hope is not only to create the freedom I so long for but pass on what I have learned to others who have similar aspirations.