When Things Go Wrong: How to Handle Setbacks in Your Handmade Business

How to Stay Resilient When Things Go Wrong in Your Handmade Business

Some days, running a handmade business can make you want to cry. Believe me, I’ve been there! Maybe a shipping label gets flipped flopped, and you send the wrong orders to customers. Or, like me, you might come into your workspace after a weekend away to discover your 350-pound wax melter has leaked across the entire floor—turning it into an ice rink full of wax. To top it off, this morning (monday, of course!) I watched as 1,000 perfume bottles crashed from a pallet, scattering bottles, rollers, and caps across the floor like confetti. Yes, all these things have happened to me. :(

And more recently? It’s been customers.

We always strive to go above and beyond for them—whether it’s offering a free sample, getting out orders lightning fast, or throwing in something extra to brighten their day. But lately, it feels like no matter how much we give, it’s not enough. Why is this happening? Two words: I like to call the: Amazon Effect.

The Amazon Effect and Rising Customer Expectations

With Amazon's super-speedy shipping, easy returns, and 24/7 customer support, the expectations for online shopping have changed. And handmade sellers like us are caught in the crossfire. Shoppers are accustomed to hitting a “buy now” button and having their items at their doorsteps within a day or two. The personal, handcrafted touch that we pride ourselves on can sometimes fall short in comparison, and that leads to cranky customers who expect the same instant gratification.

What can you do?

1. Set Clear Expectations Communicate processing and shipping times upfront. For handmade products, customers need to know it takes time to craft a product with care. Reinforce the value of your handmade process by highlighting that each item is made specifically for them. Over communicate.

2. Go Above and Beyond, But Within Reason While it’s essential to offer excellent service, don’t burn yourself out by over-delivering to the point of exhaustion. Offering small touches like personalized thank-you notes or updates on their order’s progress can go a long way.

3. Stay Professional in the Face of Negativity If you do receive a negative message or review, resist the urge to take it personally. Instead, respond professionally and with empathy. Listen to their complaint, offer a solution, and try to resolve the issue. Many times, this can turn an unhappy customer into a loyal one.

4. Don’t Compare Yourself to Amazon Handmade businesses are not Amazon, and there not Amazon Handmade, either and that’s a good thing! You provide unique, one-of-a-kind products and a personal experience that no mega-corporation can match. Remind yourself—and your customers—of this value.

   
   

Dealing With Setbacks: When Things Go Wrong

When running a handmade business, things can and will go wrong. It’s inevitable. But how you deal with those setbacks is what sets you apart from the crowd.

Here are a few tips to manage stress when disaster strikes:

• Pause and Breathe: When the wax is all over the floor, the perfume bottles are shattered, or an irate customer sends an email, take a moment to breathe. Reacting emotionally in the moment can worsen the situation. Sometimes a quick 15-minute break can give you clarity.

• Book of Awesome: When all else fails, read your Book of Awesome. If you don’t have one, create one! This is a journal or file where you jot down every positive review, kind message, or big win your business has achieved. When things feel like they’re falling apart, reading through this book will remind you of your successes and boost your spirits.
  

Real-World Example from Me: After that wax melter incident, I wanted to crawl into a hole. But instead, I took a deep breath, grabbed my cleaning supplies, and turned the cleanup into an impromptu meditation session. By the end of the day, not only was my workspace sparkling, but I also had a great story to tell—and a reminder to keep backups for equipment failures. When my 1,000 perfume bottles crashed, I called in my husband, and we tackled the chaos together.

Why Taking Breaks Matters

When things go wrong, it's tempting to throw yourself deeper into the work. But sometimes, the best thing you can do is take a break. Whether it's a 15-minute walk, a cup of tea, or even just sitting quietly for a moment—pausing can help reset your mind, release stress, and prevent burnout.

For me, nothing beats a good bath. Owning a bath and body brand like Wicked Good means I have the perfect excuse to take a few minutes to relax and recharge with a soothing soak.

Conclusion: You’ve Got This!

Running a handmade business comes with its fair share of ups and downs. The Amazon Effect and the pressures of rising customer expectations can make it feel like your best isn’t good enough. But you are good enough. By setting clear expectations, maintaining perspective, and taking care of yourself when stress hits, you’ll not only survive those tough days—you’ll thrive.

When all else fails, take that break, and don’t forget to open up your Book of Awesome. You’ve got this!