Heartmade Blog

Dealing with Crap


Today I’m talking about crappy clients, you know, those ugly energy sucking gremlins that make your life a living hell? Ring a bell anyone?


Don’t fight it. You know they exist, even if all you want to do is hide the smelly stuff underneath the covers or in a glove compartment far far away. But that doesn’t work. It only boils the effervescent volcano inside of you that will explode one day for realz.


So today I’m saying “basta” (English translation: “enough”). Denial no more.


In today’s video I’m gonna talk about the not-so-pretty part of life + business + give you 3 tips to un-stink the oh-not-so-pleasant sensation you feel inside when dealing with suckers (don’t pardon my French):


1. Don’t take it personal.

2. Don’t assume.

3. Deliver what you promise + when you promise it.


And for the cherry on top of the cupcake, I’m gonna talk about money back guarantees once in far all. Why they exist + why you should craft one that helps you + your client sleep at night.


This one might raise a handful of flags, so bring it on in the comments below. I’m ready. Spill open.


All my love,



Mayi Carles


PS: Side anecdote that’s incredibly relevant. After filming this video, I called my grandma’ to ask for some advice because I’m actually dealing with crap right this second. She so sooo wisely shared with me a Spanish saying that goes something like this: “La porqueria mientras mas se revuleve mas hiede” (English translation: “The more you stir the shit the more it stinks.”) Beautiful granny. Just beautiful!

27 Responses to Dealing with Crap

  • Danielle says:

    1 – you are hilarious
    2 – your glasses are so chic, very elton john.
    3 – great advice. I learned the not so easy way that I needed a stronger return policy actually because of a client – it’s still not perfect but it’s better. I once had a customer contact me about a problem with an item and I offered her a full refund – she wouldnt accept it because she didnt think it was fair to me, how wonderful is that?! We found a happy medium together and it was all just fine in the end. She knew what you are talking about here Mayi, making it fair for both sides – and she didn’t need me to go so over the top, she just needed a replacement part – that’s all she wanted. She was looking out for me which is amazing and I told her how much I appreciated that.

    Difficult clients can teach us a lot about our business and how to improve it, don’t you think? Especially when we are first starting out we just want everyone to be happy because of the threat of bad feedback – but at what cost to ourselves? Like you said, it all depends on what the issue is and you gave some great advice for approaching it! Thanks for another AWESOME video

  • Erin Giles says:

    Well…happily I haven’t dealt with a difficult customer…yet. I know I will. But thanks to this too cute video I switched up my policies:)!

    Love your shirt and you talking on the phone to your dad was so funny:)!!

  • Kristi Duggins says:

    Awww, it’s like you were reading my little mind today! The thing about day jobs is that you can’t fire the clients that annoy you! What a week I’ve had!

    Great advice to apply to my own business though! Thank you, Mayi!!

    And also, I think you need to have a talk with your eye doctor. You might need your prescription adjusted if we’re blue! (bwa ha ha!)

  • Lakshmi says:

    Is it me or are you looking starry eyed today ?! Hehehe .. Where did you get those ? I seriously want those glasses ! Yeah , I’m weird like that πŸ™‚
    This was a really great post . I haven’t dealt with a bad client -yet !
    But it’ll help me in the future .
    I love your grandma’s advice !! Smart woman .. Reading it , I so wish I could speak Spanish !

  • Ashley says:

    Looking forward to having enough business that i can’t help but get difficult customers! Good advice here. Thanks, Mayi!

  • Kaylee Hinrichs says:

    Mayi, you are the only person who makes videos that I find enjoyable to watch. Everyone is SO boring when they get in front of the camera.

    In relation to what you talked about today, I definitely think that crafting up a rock-solid return policy is so important.
    After I enabled a really fair policy, I feel much better about being contacted by clients about my products & services.

    Wonderful video, keep them coming.

  • Brenda Xiomi Skerbec says:

    Your abuela is a wise women who speaks truth!

    There is another saying that this post reminded me of “hay que ser manso no menso” which roughly translates to “one should be meek not stupid”

    Great post. Thanks again!

  • Monica Martin says:

    No ha nada como los consejos de la abuelita!

    Thanks for this video…gives me lots to think about. What would you recommend in the instances where delays occur in shipment of your products. It’s not really your fault that it happens, but I still feel inclined to offer a discount on a future purchase or something like that. What do you think?

    Oh, and I think I need your blouse! It’s adorable!

  • mayicarles says:

    1. You’re awesome!
    2. I hope I make Sir Elton proud. I have danced some of his tunes with them on or was it Elvis… hmmm the memories are blurry, wonder how many glasses of wine I had πŸ™‚ LOL
    3. “Difficult clients can teach us a lot about our business and how to improve it”. AMEN!

  • mayicarles says:

    Erin: I’m sure you’ll kill them with your kindness πŸ™‚

    It’s actually a dress πŸ™‚ thanks for your lovely complements that uplift me ALWAYS.

  • mayicarles says:

    Kristi: Was I? Or are you reading mine? Uuuuuu that would be wicked πŸ™‚

    So glad this was helpful for both your online biz + 8-5 πŸ™‚

  • mayicarles says:

    Lakshmi: I got them at a wedding, don’t even remember which. I whip them out anytime I need a lifter upper. They really do have magic powers πŸ™‚

    Granny is the smartest πŸ™‚ She actually called me later to say the saying is Italian, which made me wanna practice because translations are never the same as the real thang’ right?

  • mayicarles says:

    Ashley: With your passion dear I see you getting there yesterday. Hopefully not including the crappy customers part.

  • mayicarles says:

    Kaylee: Awwwwwwwwwwwwwwwwww that’s for making me feel sooo super super special πŸ™‚ I try to tackle topics with a bit of a humorous tone, specially with topics like today. It certainly helps me deal with them so I figured, hey what the heck it might be easier for others to digest too. Glad it’s paying off πŸ™‚

  • mayicarles says:

    Kaylee: forgot to say:

    Keep up the great work. I love your site by the way πŸ™‚ Awesome!

  • mayicarles says:

    Brenda: Totalmente sabia! Y ameeee tu quote hehehehehe. Perfecto para la ocasion.

  • mayicarles says:

    Monica: Nada! A las 6 de la maΓ±ana a veces la llamo con mis locuras + problemas porque no hay nadie como ella. Tiene 83 + la amo! No sabes!

    Glad the vid’ was helpful + a bit of food for thought!

    In answer to your question: I completely feel you on the tardiness of packages. Most of my orders are international + I have to deal with custom bureaucracies all the time buhuuuuu. When things are outside of your control you should be transparent about it + say that packages take approximately A-Z days to arrive but that in rare occasion shipping can be delayed due to custom surveillance. Now if the package doesn’t make it’s way to there new happy home in a decent time period I would (and this is just me) refund the shipping costs + make sure I go out of my way to compensate for the tardiness with freaking-tastic customer service + possibly a gift with next order πŸ™‚

    PS: it’s a dress, I wish I had stood up πŸ™‚

  • Andi Schroeder says:

    Mayi, you are too funny! I love your videos — your delivery is priceless, unique and just so much fun! Lots of good content!
    Thanks, Andi

  • Angela says:

    Oh, my God, you are so funny and so cute while you were talking to your dad. Little girl just caught in action! hahaha
    I haven’t dealt with any unhappy costumer yet but it seems that I can’t and won’t avoid it in the future. All I need is a lot of positive thinking and good faith.
    Thanks once again for opening our eyes with this video! πŸ™‚

  • linda says:

    Great video and I just love the point about protecting yourself…it is so important to remember that part…even though you are trying to create value and help clients. Is the customer always right?!

  • mayicarles says:

    Andi: thanks for stopping by love. You’re such a sweet friend + client πŸ™‚

  • mayicarles says:

    Angela: “positive thinking + good faith”. That works like a charm. Thanks for popping in Angela, it’s always such a lovely pleasure to see your name in the comments. Brightens my day πŸ™‚

  • mayicarles says:

    Linda: “Is the customer always right?!” hehehehehe great rhetoric. We should start a t-shirt campaign with it don’t ya’ think πŸ™‚

  • Lynn M Minney says:

    LOL! Thanks for your awesome advice. I think it’s an automatic response to get defensive, so what I do it type what a I really want to say then delete it. Then I re-write my response and send something MUCH nicer. I’m off to look at my shop policies now. Ta ta!

  • mayicarles says:

    Lynn: LOL! I used to do the same thing in high school + I remember it worked SOOOOOOOOOOOO well. Why did I ever stop? Thanks for the mind refresher you’re brilliant! Ta ta!

  • jet says:

    You’re right, i have had such persons as well .LOL
    was totally overhelmed of t hem and stunned was looking what was going on.
    but i knew i had only to deal once with them.
    I got my money and was glad that i didn’t had to talk with them anymore.

  • Iveth says:

    You have me giggling Mayi! you are charming and your advise is awesome! Thanks for sharing!!

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