We thought that this amazing response by Liberty Bottleworks’ co-founder Ryan Clark to an angry customer was a great reminder for many companies that the customer is not always right, and the sharing and living your brand values can be very good for business.
Since this story has taken off, the company has been flooded with comments of support (and orders) due to their ‘family first, product second’ stance.
The complaint was handled quickly, directly and with transparency by the co-founder himself. Although they did lose a customer, the company drew a line in the sand and used this situation to clearly convey the kind of company they are and how they value their employees.
We’re not advising business owners to berate angry customers, but sometimes, holiday shopping rage is best addressed directly.