How to cool down from bad customers

I don’t actually know why I’m making this post…

I own a little business which searches for driving tests…

I’ve worked very hard over the past 10 months, I work 18 hour days… reply to every customer within a minute or so, break my terms and conditions to please the customer if necessary. I decided to link up with a third party review company…

Loads of 5* reviews, happy days… Then I had two clients say something along the lines of "excellent service, wouldn’t change a thing!" then 3 star me… I mean?

Today, a client filled out their information completely wrong, and because of this, we booked a date which they didn’t really want, but – they filled out that they did want this date, so it actually their error. First thing they do is write me a 1* review, due to their mistake.

Firstly, I’m very nice about it… say I’ll do everything I can to fix their issues! I’ll find an alternative appointment for them etc etc… get nothing but rudeness back, despite the fact it was their fault. Called the software "stupid" for not "figuring out" that they didn’t want this date.

My inexperience got to me and I lost my professionalism for one email. Wish I didn’t, it my reponse wasn’t too bad, but I shouldn’t have done it. It now feels like months of licking licking my clients A… priding myself in excellent support has now gone down the pan because of a client with an IQ of a pea. My rating has now fallen loads…

Just really annoyed… What do you guys do with troubled clients?

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