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141. My customer service horror stories, and how you can handle complaints without losing your mind

Season #4

Content warning: This episode mentions suicide. If you or someone you know has been affected by any of the issues raised in this episode, help is always available. Call Lifeline Australia on 13 11 14.

Customer service is part of building a business. It is also one of the fastest ways to test your patience, your boundaries, and your leadership.

In this episode, I share several real stories from my own journey, from scaling a 7-figure fashion brand to navigating the early days of my coaching business. Some of them are absurd. Some are terrifying. All of them taught me something important about policies, professionalism, and protecting your energy.

Because the complaint itself is rarely the hardest part. It is the emotional weight that comes with it. The back and forth. The temptation to defend yourself. The way one email can hijack your entire day if you let it.

Inside this conversation, I walk through how to handle difficult customers without reacting, oversharing, escalating the situation, or damaging your reputation.

We cover:

  • Why complaints can feel so personal

  • The importance of responding rather than reacting

  • How to remove emotion from difficult replies

  • When a refund can be a strategic decision

  • How to tighten policies after a challenging situation

  • Protecting your reputation in the age of screenshots

  • Guarding your energy as a founder

If you run an online store, sell digital products, or work closely with clients, this is a conversation worth having. Strong boundaries are not harsh. Clear policies are not unkind. Protecting your energy is not optional if you want to build something sustainable.

Running a business will expose you to all kinds of people. The goal is not to avoid complaints. The goal is to handle them in a way that protects your brand, your confidence, and your long-term vision.

If this episode resonated, I would love to hear your own lessons from the trenches. Send me a DM on Instagram at @iamjodieminto.

And if you found this helpful, please leave a review on Apple Podcasts. It genuinely helps more founders discover the show.

Links

Listen to the full episode:
https://www.jodieminto.com/podcast 

Explore how we can work together:
https://www.jodieminto.com/work-with-me 

Apply for the 7-Figure Scale Collective:
https://www.jodieminto.com/mastermind