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Personal Branding Podcast
Bernard Kelvin Clive
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Handling Mistakes and Feedback
“You can’t advance if you can’t be advised.”— Bernard Kelvin Clive
Feedback is important, especially for entrepreneurs, solopreneurs, micro, small, and medium enterprises (MSMEs), and personal brands. Over the past decade, I have interacted with many entrepreneurs, business owners, solopreneurs, and freelancers in various ways. One of the challenges we often face is handling feedback effectively.
Firstly, accepting feedback and working with it are two different things. I’ll share a couple of stories to illustrate this point.
Learning from Mistakes: A Printing Incident
As a publishing consultant helping entrepreneurs, business owners, and freelancers write and publish books, my partner and I once worked on a book project. We got the book printed, only to realize later that there were errors—what we call the “printer’s devil.” These mistakes were not in the original manuscript we sent for printing. Somehow, they appeared in the final product. We had printed a thousand copies. Given the costs involved, what were our options? Could we simply tell the author it was a mistake and ask for understanding?
Instead, my partner quickly arranged for the exact copies to be reprinted. It was costly, but we had to get the job done.
A Printing Error for a Charity Project
In another instance, a client informed us that their printing project was for charity work, meaning there was no profit involved. Given this, my partner and I decided to offer the service at production cost as a sacrifice. It was a tough financial decision, but we believed in the cause.
We rushed the job due to the short turnaround time, and unfortunately, the client sent the wrong file for printing, because there had been a series of corrections made to the original content. When the client received the copies, it was too late to make corrections. The client was understandably upset, even though the mistake was minor.
Although the situation was frustrating, we had to take responsibility. The client demanded a reprint. We attempted to negotiate, offering a refund instead, but the client refused. Ultimately, we reprinted the entire batch, even though it was a costly mistake.
These incidents highlight that mistakes can happen in business, no matter how meticulous we are. What matters is how we handle them.
Handling Negative Feedback as a Business Owner
One of the biggest challenges entrepreneurs and business owners face is dealing with negative feedback. If you consistently operate at a high level, delivering excellent products and services, receiving a negative review can be shocking.
Many business owners feel personally attacked when they receive criticism. When most of your customers are praising your work, it can be difficult to accept that someone is dissatisfied. However, ignoring negative feedback can harm your brand in the long run.
A Case of Poor Customer Response
I once encountered a lady who made high-quality handmade footwear. Her products were beautiful and well-crafted. I had purchased from her before and was always satisfied. However, on one occasion, I ordered a pair that turned out to be substandard. The material seemed defective, possibly due to exposure to heat or poor-quality fabric.
When I brought this to her attention, she became defensive. Instead of acknowledging the issue, she flatly told me to return the product in a dismissive tone. I explained that I had been a loyal customer and had always recommended her work, but this time, the product was below standard. Still, she was unwilling to listen.
Because of her response, I decided to stop doing business with her. While I might still refer people to her if they asked, I no longer felt comfortable recommending her proactively. This is an example of how not to handle customer complaints.
The Right Way to Handle Feedback
As business owners, we must pay attention to every piece of feedback, whether positive or negative. Even if most clients praise our work, it only takes a few unresolved complaints to harm our reputation. If a long-time customer raises an issue, it is important to listen and act accordingly.
When you receive feedback, consider the following steps:
- Assess the Validity of the Feedback – Is the complaint legitimate? If so, acknowledge it.
- Determine Whether Immediate Action Is Needed – If it is something that requires urgent attention, fix it right away. If it is an issue that can be addressed later, note it for future improvements.
- Evaluate the Impact on Your Business – Will implementing the suggestion improve your business model, products, or services? If yes, take steps to integrate the changes.
- Communicate with the Customer – Thank them for their feedback and assure them that their concerns are being addressed.
- Maintain Professionalism – Even if the complaint is frustrating, responding with professionalism preserves your business reputation.
Why Many Entrepreneurs Struggle with Negative Feedback
Many MSMEs, entrepreneurs, and freelancers struggle to accept negative feedback because they take it personally. Instead of seeing it as an opportunity for improvement, they feel attacked and become defensive. This mindset can be detrimental to business growth.
If you find yourself reacting negatively to criticism, take a step back. Remind yourself that customer feedback—both positive and negative—helps your business grow. Even when feedback is harsh, there may be valuable insights hidden within it.
Long-Term Benefits of Handling Feedback Well
Effectively managing feedback improves customer satisfaction and enhances your business reputation. When customers see that their concerns are taken seriously, they are more likely to remain loyal. A good feedback system also helps you refine your products and services over time.
Consider these benefits:
- Increased Customer Loyalty – Customers appreciate businesses that listen and improve.
- Stronger Brand Reputation – Handling feedback well shows professionalism.
- Opportunities for Innovation – Some complaints reveal gaps in your service that, when addressed, can lead to new business opportunities.
- Better Business Growth – Continuous improvement keeps your business competitive.
Business owners, entrepreneurs, and freelancers need to refine their approach to handling feedback, especially negative feedback. It is not enough to focus on the praise we receive—we must also listen to constructive criticism.
Think about how your business currently handles feedback. Are you open to suggestions, or do you dismiss negative reviews? How can you improve your response to ensure that customers feel valued and heard?
Take time to reflect on these questions and consider how you can strengthen your feedback mechanism. Doing so will not only protect your brand but also set you up for long-term success.
Lessons Learnt:
- Feedback Helps You Grow – If you run a business, listen to feedback to keep improving. If you do this well, you will get better and your business will also get better.
- Mistakes Will Happen, But Fixing Them Matters – Truth be told, no business is perfect. Admitting mistakes and correcting them earns customer trust.
- Not Everyone Will Be Happy – No matter how good your product or service is, some people will complain. How you respond can keep or lose customers.
- Getting Defensive Can Hurt Your Business – Arguing with customers or ignoring complaints can drive them away and harm your reputation.
- Have a Plan for Handling Complaints – Look at complaints fairly, decide what to do, respond politely, and use feedback to improve.
- Good Customer Service Keeps Customers – One bad experience can make a customer leave. Treating them well makes them stay.
- Criticism Can Lead to Better Ideas – Negative feedback can show what needs fixing, helping your business grow.
- Handling Feedback Well Builds a Good Name – Businesses that deal with complaints properly earn trust and keep customers loyal.
Now, it’s your turn, I’m sure you might have had similar encounters. What did you do about it, and how did you handle that?
Let’s keep improving and bettering our best!
- Amazon Kindle Edition
- Kelvin Clive, Bernard (Author)
- English (Publication Language)
- 68 Pages - 03/01/2025 (Publication Date)
- Amazon Kindle Edition
- Clive, Bernard Kelvin (Author)
- English (Publication Language)
- 127 Pages - 07/16/2014 (Publication Date)
Today, I want to begin a series under the theme Gifted but Gated in the context of career growth. Some years back, I worked for a school, helping with technological advancements and supporting students. I did this for a number of years, but by my third year, I felt like this isn’t it. I needed to move on, to pursue something that was more aligned with my passions.
Well, sometime back, a colleague of mine, someone I went to university with, called me. During our conversation, we reflected on my career path and what I do now as a publishing consultant and author. etc. She was in the exact situation I was in years ago—working in a school, doing what she could, but feeling stuck. She felt it was time to move on, but she wasn’t sure what steps to take. She was eager to leave but didn’t know how to transition.
I shared a few strategies with her, and as we ended the call, I realized how common this situation is. So many people find themselves trapped in career paths that don’t align with their passions or full potential. I once saw a quote that said: If you don’t build your dreams, someone else will hire you to build theirs. Another version of this idea suggests that a job is the “opium” given to us to forget about our dreams. These words resonated deeply with me.
The Gate of Career Systems
Many of us are truly gifted, but we are gated—held back by systems. The first gate is the system itself, whether it’s an educational system or a career path that limits growth. The typical process for many is simple: complete university, do national service, look for a job, and then build from there. Because jobs are scarce, people tend to settle. The goal becomes job security rather than personal fulfilment.
- Amazon Kindle Edition
- Kelvin Clive, Bernard (Author)
- English (Publication Language)
- 68 Pages - 03/01/2025 (Publication Date)
- Amazon Kindle Edition
- Clive, Bernard Kelvin (Author)
- English (Publication Language)
- 127 Pages - 07/16/2014 (Publication Date)
This is how people end up taking whatever job is available, just to get a salary. They accept it because it allows them to put food on the table, compete socially, and say, I have a job. But in the process, they forget to be intentional about career growth.
Some organizations are structured in a way that makes it difficult to rise. The work may not be challenging, but the salary is enough to survive. Over time, people realize their potential is far greater than what they are doing, yet they remain stuck. If you find yourself in such an environment, it’s important to have an exit strategy.
Otherwise, you might stay for decades, only to look back and realize the years have passed, your passion has faded, and you’re no longer growing. Some people start with excitement, but by their third or fourth year, they begin to question everything. Others stay in the same system for 10 years or more, only to regret it later.
Recognizing When You’re Stuck
If you feel stuck in your career, ask yourself:
- How did I get here?
- Did I choose this path, or did it just happen?
- Was this job once fulfilling, but now I’ve outgrown it?
- Have I developed skills that I’m not utilizing?
- Is my salary capped, with no potential for growth?
These questions help you identify whether it’s time to move on. Many people feel restless because they know they can do more. They’ve built their skills and developed wings to fly, but their job keeps them grounded.
If you don’t take action, you might end up settling because of job security. Some workplaces offer certain benefits that make it hard to leave. But you must ask yourself if these perks are worth sacrificing your true potential.
The Path to Breaking Free
If you recognize that you’re in a gated career situation, here’s how to break free:
1. Start Planning Early
Don’t quit on impulse. If you want to move to the next level, you need a solid plan. If you’re considering starting a business or pursuing a side hustle, build it up while you’re still employed. Make sure it’s generating enough income to sustain you before you make the leap.
2. Save for Transition
One of the things I did before leaving my job was saving enough money to survive for six months to a year without a salary. This gave me the financial cushion I needed to focus on my next move without unnecessary stress.
3. Grow Your Side Hustle
If you have a side hustle, invest more time into it. Moonlight—work extra hours to develop it. Push it to a level where it can sustain you before you quit your full-time job. Many of my friends have done this successfully, and I followed the same approach.
4. Analyze the Data
Pay attention to the numbers. If your side hustle is growing steadily and bringing in consistent income, that’s a good sign that it may be time to transition. If the numbers are promising, then you can start thinking about making it your main source of income.
5. Seek a Better Opportunity
If entrepreneurship is not your goal, consider looking for a better job that offers more room for growth. Work on your CV, upgrade your skills, and start applying for positions that align better with your strengths and passions.
6. Invest in Continuous Learning
Sometimes, the key to breaking free is acquiring new skills. Taking an extra certification or furthering your education could position you for a better role. If you want to move up in your career, invest in knowledge that will make you more valuable.
7. Find Mentors and Advisors
One thing that helped me was speaking to people who had already been through what I was experiencing. My colleague reached out to me because she knew I had been in the same situation. You need mentors, coaches, or career advisors who can help you navigate your transition.
The Cost of Staying Stuck
Staying in a job that limits your growth does more harm than good. If your workplace does not challenge or excite you anymore, and you find yourself dragging your feet every morning, it’s time to reevaluate. If you’re not careful, you’ll wake up one day realizing that you spent years doing something that never truly fulfilled you.
A job should not feel like a prison. If it does, then it’s time to make a move. Staying in a place that does not harness your full potential will only lead to frustration and wasted talent.
Make the Move
Are you gifted but gated? Are you stuck in a system that is holding you back? If the answer is yes, then it’s time to start planning your way out.
Don’t let comfort keep you trapped. Think about the strategies I’ve shared, apply them to your situation, and take action. Go for it!
Let me know if this has been helpful. I wish you success in your chosen field. Rise up, break free, and don’t let anything gate your potential!
- Amazon Kindle Edition
- Kelvin Clive, Bernard (Author)
- English (Publication Language)
- 68 Pages - 03/01/2025 (Publication Date)
- Amazon Kindle Edition
- Clive, Bernard Kelvin (Author)
- English (Publication Language)
- 127 Pages - 07/16/2014 (Publication Date)
7 Toxic Customer Types You Need to Spot Before They Cost You
Running a business? You’ll meet all kinds of customers. Some are easy; others, not so much.
I’ve seen it all. Over time, I noticed some customers needed extra care. For example, those who always change their minds or expect everything for free. They can really test your patience.
Not every customer is the same. Some boost your business, while others just waste your time and energy. Spotting tricky customers early saves you stress and keeps your business safe. Imagine having to redo work because someone changed their mind at the last minute. Frustrating, right?
Knowing how to handle different types helps a lot. You learn to focus on the good ones—the ones who value your effort and pay on time. These are the customers that keep your business thriving.
- Amazon Kindle Edition
- Kelvin Clive, Bernard (Author)
- English (Publication Language)
- 68 Pages - 03/01/2025 (Publication Date)
Here are seven types of customers (plus one) to be cautious about, along with tips on how to handle them effectively.
1. The Know-It-All
These customers believe they are experts in everything. They walk into your office or store acting as if they know more than you—despite having little to no experience. They’ve read a few articles online or watched some YouTube videos and now think they can dictate how you should do your job.
I once had a client who wanted a digital service but insisted on controlling the entire process, even though he lacked technical expertise. When I recommended the right approach, he resisted—until he eventually realized he needed to trust the expert.
These customers can be frustrating, but the key is to stay patient and firm. Politely remind them why they sought professional help in the first place, and guide them toward trusting your expertise.
2. The Braggart
Closely related to the Know-It-All, the Braggart loves to talk big. They boast about their wealth, connections, and past experiences—often mentioning how they’ve used premium products or services elsewhere.
“Oh, when I was in London, I used something just like this.”
“I have no problem paying for quality; money isn’t an issue.”
But when it comes time to actually buy, they either hesitate, bargain endlessly, or disappear. They talk big but act small when it’s time to commit.
How to handle them? Don’t be swayed by their words—only action matters. If they are serious, they will pay. If not, don’t waste time entertaining their exaggerations.
3. The Sly Customer
These are the tricksters—the ones who always try to outsmart you. They might:
– Place an order but delay payment indefinitely.
– Pretend they didn’t receive the product or service as agreed.
– Request free extras disguised as “small favors.”
– Disappear when it’s time to settle their bills.
Some will even send fake inquiries just to gather information and later use it elsewhere.
To deal with them, set clear policies upfront. Request deposits before starting work, verify payments before delivery, and always keep records of transactions.
4. The Oliver Twist (Invoice Takers & Perpetual Bargainers)
This type of customer always wants more—more discounts, more invoices, more negotiations.
– The Invoice Takers: They frequently request invoices but never actually buy anything. They collect quotes from multiple businesses, comparing prices endlessly without any real intent to purchase.
– The Perpetual Bargainer: No matter how fair your pricing is, they always ask for a discount. They pressure you by comparing your prices with cheaper alternatives or insisting they deserve special treatment.
While occasional bargaining is normal, these customers make it a habit. They undervalue your work and try to get the lowest price possible, sometimes at the expense of quality.
How to handle them? Be firm about your pricing. Offer structured discounts only when necessary, but make it clear that your value comes at a price. If they continue to waste time, it’s best to move on.
5. The Indecisive Customer
These customers struggle to make decisions. They browse endlessly, ask countless questions, and still leave without buying. Even after purchasing, they second-guess themselves and might ask for changes, refunds, or replacements.
They might say:
“I think I want this… or maybe that one instead?”
“Let me sleep on it and get back to you.”
Dealing with them can be exhausting. The best approach is to limit their choices and guide them toward a decision. Offer recommendations instead of overwhelming them with too many options. If they still hesitate, set a deadline for their response.
6. The “Good Samaritan”
At first, these customers seem generous and easygoing. They are willing to spend—but only on extras, not on the main product or service you offer.
For example, if you sell software with premium features, they’ll happily pay for add-ons but refuse to buy the core product. If you run a training program, they’ll pay for the workbook but not the actual course.
They want to appear supportive, but in reality, they are not investing in what truly matters. To handle them, steer the conversation toward the essential product or service. Emphasize its value before introducing any extras.
7. The Lazy Daisy
These customers can frustrate you because they refuse to read instructions, labels, or product descriptions.
– The price is clearly displayed, but they still ask, “How much does this cost?”
– A step-by-step guide is provided, but they ask, “How do I use this?”
– A FAQ page answers their concerns, yet they call for explanations.
They need constant hand-holding, making interactions longer than necessary. To manage them, keep your responses short and direct them to the information they need. If they continue asking the same questions, remind them to refer to the provided materials.
8. The Last-Minute Rusher (The Gate-Crasher)
These customers always show up at the last possible moment, expecting special treatment.
– They demand urgent service but refuse to pay extra for the rush.
– They appear just after a promo has ended and insist they should still get the discount.
– They message you late at night or on weekends, expecting immediate responses.
“Oh, I didn’t know the promo ended! Can’t you make an exception for me?”
“I need this delivered by tomorrow. Can you make it happen? I’ll pay the same price.”
They assume their urgency should be your priority, regardless of how inconvenient it is for you.
To handle them, set clear deadlines and rush fees. Make it known that promotions have strict expiration dates and that urgent work comes at a premium. If they insist on bending the rules, politely stand your ground.
These 7+1 customer types—The Know-It-All, The Braggart, The Sly, The Oliver Twist, The Indecisive, The Good Samaritan, The Lazy Daisy, and The Last-Minute Rusher—can make business challenging. But with the right strategies, you can minimize stress and protect your time and resources.
Key Takeaways:
✔️ Set clear boundaries and policies.
✔️ Don’t be afraid to say no to time-wasters.
✔️ Focus on customers who truly value your products and services.
Not every customer is worth the effort. Choose wisely, and your business will thrive!
As you build your business, learn to identify these customer types quickly. Set clear policies, communicate expectations upfront, and don’t be afraid to walk away from a deal that feels unbalanced. The right customers will value your time and expertise, making your business journey smoother and more rewarding.
Now, grab a copy of these books.
- Amazon Kindle Edition
- Kelvin Clive, Bernard (Author)
- English (Publication Language)
- 68 Pages - 03/01/2025 (Publication Date)
- Amazon Kindle Edition
- Clive, Bernard Kelvin (Author)
- English (Publication Language)
- 127 Pages - 07/16/2014 (Publication Date)