One of my customers received a

@jlcosmetics.co

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SoundTikTok sound · original sound - jlcosmetics.co

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jlcosmetics.cojlcosmetics.co

Your high-performance makeup bestie. Our brand was founded to create a space for everyone in beauty. We are queer-owned, and based out of Toronto.

2 videos

Why it worked

The video provides a relatable scenario of product defect and a generous, customer-centric solution, resonating with viewers who value good customer service and ethical business practices.

Summary

The creator explains how to handle customer complaints about defective products by offering a replacement free of charge, emphasizing that this builds customer loyalty. The video showcases a customer's three-star review of a defective eyeliner and the brand's proactive solution.

Structure

1Customer received defective eyeliner
2Customer left a 3-star review
3Brand proactively sends a replacement
4

Original caption

Constructive feedback is the most valuable form of feedback🫡

More from @jlcosmetics.co

Product placement

jlcosmetics.co (ACTS - it is the website of the brand being discussed and the creator's own website, which is implied to be the source of the eyeliner. Removing it would change the context of the video as it identifies the brand. It is also the destination of the bio link.)

Call to action

Enjoy your new eyeliner. Bye

On-screen text

CUSTOMERS RECEIVED A DEFECTIVE EYELINER. AND HONESTLY, I THINK THIS IS HOW EVERY SINGLE THIS. 3 STAR REVIEW LOVED THE EYELINER, BUT IT WASN'T UNTIL LONG BEFORE ON THE OUTSIDE HAVE ARGUED WITH ASKED HER FOR JUMP THROUGH HOOPS? SURE. BUT INSTEAD, I'M SENDING HER FREE OF CHARGE BECAUSE SOMETIMES PRODUCTS ARE DEFECTIVE. THAT'S MANUFACTURING. IT HAPPENS TO EVERY OF REPLACING AN EYELINER IS NOTHING COMPARED TO LOSING A CUSTOMER FOREVER. I'D MUCH RATHER SPEND A COUPLE RIGHT WALK AWAY FEELING TAKEN CARE OF. THAT'S HOW YOU BUILD LOYAL CUSTOMERS, PERFECT BUT BY PRODUCTS. SO SAMANTHA, REVIEW AND I HOPE YOU GIVE US ANOTHER CHANCE. EYELINER. BYE

Transcript

One of my customers received a defective eyeliner. And honestly, I think this is how every single brand should handle this. She left a three star review saying that she loved the eyeliner, but it wasn't until long before on the outside. Have argued with her, asked her for photos, made her jump through hoops? Sure. But instead, I'm sending her a new one free of charge because sometimes products are defective. That's manufacturing. It happens to every brand. And the cost of replacing an eyeliner is nothing compared to losing a customer forever. As a founder, I'd much rather spend a couple bucks making something right, then have someone walk away feeling taken care of. That's how you build loyal customers, not by being perfect, but by standing behind your products. So Samantha, thank you so much for your review and I hope you give us another chance. Enjoy your new eyeliner. Bye.