A disappointing customer happens. Not everyone will love every pattern you write. Not everyone will like you as a person.
Whether someone has insulted your pattern, or your business model, or just made a smart remark about you, you have to remember that business is not personal.
The internet seems to have exacerbated some designers’ tendency to take even the smallest slight personally.
When something threatens your business, respond appropriately. I know it’s difficult not to take everything personally, but it’s part of having your work out there in front of the public.
And yes, receiving a negative review can be an unexpected disappointment.
One small comment on a message board or mailing list can follow you for a very long time. Be the bigger person. Don’t react. Or, if you must respond, don’t do it in haste.
Take a day to respond if you feel you must.
Did someone post one of your pattern PDFs to a mailing list or a blog post? Send an email to your lawyer before you send one to the moderator.
Did someone insult your pattern because of the directions, and all the knitters’ friends are chiming in? Send an email offering pattern help.
Did a disappointing customer give you a negative review?
If you understand what led a knitter to leave a negative review, offer a solution that helps address the issues raised in the review, and remain professional and courteous. Responding quickly and showing that you’re willing to resolve the issue may lead a buyer to edit their review.
Most of your customers will likely never know you. If they have a customer service problem, address it cheerfully and professionally, asking for additional information if needed. If they say they don’t like you, well, that’s their loss, you can’t please everyone all of the time.
And remember, negative reviews are also an opportunity to learn how you can improve as a knit designer.