Customer Service Skills That Make You Unstoppable (Even When Someone Yells “Unsubscribe”)

You open your inbox and boom, there it is. “Unsubscribe. Your link doesn’t work.”

Cue panic mode. If you sell digital products, you know that gut-drop feeling. In my case, a free product was part of a short bundle promo.

The bundle ended, the product switched to paid, but participants were promised continued access.

Then that email hit, and it felt like my whole reputation was wobbling.

Here’s what you actually do next: stay calm, fix the problem, and move on with your day.

Also, because we’re here to take care of you too, grab the Procreate Starter Kit to kickstart your digital art with confidence.

🎥 Watch the Video: Prefer to listen while you sip your coffee? Here’s the YouTube version of this story — chaos, lessons, and all.

The Email That Started It All

The message was blunt, and not very helpful. “Unsubscribe me now.” The reason, a link that supposedly failed for a free product from the bundle. The setup was simple:

• Bundle live briefly.
• Product becomes paid later.
• Free access promised to participants.

This landed out of the blue, and the timing was chaos. But it gave me a clear reminder about what matters most.

Why Customer Service Feels So High-Stakes

Every frustrated email can feel like a mini storm hitting your brand. It's real pressure when you care deeply about your work.

But here’s the truth: most people aren’t trying to take advantage of you. They’re confused or frustrated. When you assume good intent, you can hop into problem-solving mode.

What I learned: it’s not the mistake that defines your business, it’s how you respond.

Your First Thought Should Be: How to Fix It

When something goes wrong, don’t spiral. Lol, ask me how I know. I was in full-on deer in the headlights oh, no mode!

Your first move: make it right, fast. But don't drop everything (see next section!)

1. Acknowledge the issue.
2. Offer a simple solution.

That’s it. No over-explaining, no overthinking. Just care and clarity.

Don’t Let Panic Take Over Your Day

That “drop everything and fix it now” moment it wrecks your schedule. The better plan?

Set aside a customer care time block once a day. Handle issues in that window, then move on.

Please, please do this or you will be running around putting out fires and never getting anything done!

You can care deeply and protect your focus.

Step-by-Step: Handling the Chaos (Calmly… ish)

Okay, deep breath. Here’s how to deal when something breaks and your brain starts screaming, “WHY TODAY?” Remember, we are in the customer care block. If it's not that time, get back to your regularly scheduled tasks. Come back when it's time!

Step 1: Check your stuff first.
Before you assume everything’s burning, click your own links. Sometimes it’s fine and your customer’s Wi-Fi just sneezed. Sometimes, yeah — it’s broken.

Step 2: Give them what they need ASAP.
If they signed up for a freebie, send it again through your email platform. Don’t write a novel — just “Hey, here’s a fresh link, thanks for catching that!” Easy.

Step 3: Fix the mess later.
Once they’re happy, then go poke at tech gremlins. You don’t need to rebuild your whole system in panic mode.

Step 4: Note it down.
Have a “Customer Chaos Log.” Literally just a note that says “link broke, fixed, tested.” It keeps your future self sane.

The goal isn’t perfection — it’s being the kind of creator who stays kind under pressure.

The Unsubscribe Plot Twist

Here’s where my story went sideways: the person had already unsubscribed.
So technically, I couldn’t email them the fixed link even if I wanted to.
Maybe they just wanted off my list and the link was their excuse. Maybe they felt guilty 🤷‍♀️

Lesson learned: if someone unsubscribes, wish them well and move on.

No guilt trips, no chasing. If they want back in, they can totally rejoin through the normal signup — consent is queen.

Make the Unsubscribe Link Obvious

Seriously — hide-and-seek unsubscribe buttons are how villains are made.
Put it at the bottom of your emails. Use plain words like “Unsubscribe here.” Maybe even add it twice.

People respect transparency, and you’ll look like you have your life together. Also you want your die-hard fans on your list, so it's fine. Don't worry about it sis.

Another Customer Story: The Broken File Saga

A while back, someone emailed me like, “Hey, this file doesn’t open.”
Cue the internal panic: Wait, it worked for me! (famous last words).

So I tested it again, and boom — broken. It worked before, but now it didn’t. Classic tech gremlin moment.

At first, I wanted to dig in and fix it before replying. But then I remembered my own advice: help the human first, fix the system later.

So I emailed back:

“Hey! Here’s a new, tested link. Thank you for catching that. You’re saving me from future chaos.”

She got her file and was happy! I got peace. Everybody wins.

Turning a Mistake Into a Win (AKA: Making Chaos Look Cute)

Then I went ahead and made some free printable bookmarks and sent out an email to my entire list with a new link just in case it was broken for everyone, and no one else told me!

So even if they weren't interested in that freebie, they got a cool little surprise.

If they had link issues and didn't speak up, they see I'm not out here trying to scam them, and I'm trying to give them a little something extra for not having my ducks in a row.

That small moment of kindness builds more trust than a perfect system ever will.

If you sell on Etsy or through your own shop, these habits are gold. You don’t have to send a bonus every time, but doing it occasionally builds loyalty like crazy. It says, “I see you. I value your time.”

If you’re moving your shop toward passive sales, you’ll like these lessons from switching to digital products.

Why It Works (Psychology, But Make It Friendly)

When you apologize quickly and add a small act of generosity, people’s brains literally flip from “annoyed” to “impressed.”

You’ve turned a potential complaint into proof you care, and that’s emotional trust currency your brand can cash in later.

Bonus: it gives your email list major “safe space” energy. They know you’ll take care of them, even if things go sideways.

Besides, these are your people, you love them, give them the good stuff, and share your love.

Try This Bestie-Friendly Apology Template

Here is a little Swipie Swipe Copy for you, to prevent hitting that panic button!

Subject: Oops, my bad 😅 (Here’s a little something extra)

Hey {{Name}}, I just wanted to say I’m sorry for the mix-up earlier, the link decided to have a meltdown.
Here’s your working version: {{link}}
And because I appreciate you sticking with me, here’s a little freebie I think you’ll love: {{bonus link}}

Thanks for being here,
{{Your Name}} 💛

Little Reminder

If you’re moving your shop toward more passive income (like selling digital art or printables), mistakes will still happen, files, links, tech, you name it.

I'm pretty sure I've made them all at least twice. I'm hoping to be a tech genius after I finish fixing all my mistakes!

Your audience doesn’t expect perfection. They expect you — genuine, helpful, and a little chaotic in the best way.

Bumps on the Road Are Totally Normal

Look, no matter how many systems you build or how organized your google sheets looks, stuff will break.

That’s normal.
What matters is that you show care.

Your followers won’t remember the broken link; they’ll remember that you replied like a kind human and made it right fast.

Going Above and Beyond (Without Burning Out)

Going the extra mile doesn’t mean bending over backwards or giving away your rent money in freebies.
It just means adding a little sparkle to the fix.

✨ Maybe you throw in a small bonus file.
✨ Maybe you write “thanks for catching that” in a fun tone.
✨ Maybe you reply five minutes faster than they expected.

Tiny things → big trust.
Those “overdeliver” moments protect your reputation and create raving fans who tell their friends.

And if you ever need inspiration, Etsy’s forums have some great real-life tips from other sellers who’ve been through it all. (Link it like: Etsy Customer Service Tips)

Giving the Benefit of the Doubt

Sometimes people sound grumpy. Sometimes they are grumpy.

That’s fine, not every message means you did something wrong.

Lead with grace first:

“Hey, I hear you, thanks for letting me know. Here’s how we can fix this.”

If it smells shady, double-check. But if it’s just a confused buyer, give them the benefit of the doubt and move on with your day.

Make Your Customers Feel Like Rockstars 🤘

You will get weird emails. You will have link drama. You will accidentally break something at least once a month or more if you are me.

But every single time, you get to choose how you respond. Make sure you are responding with how you want to be seen and what you want to be known for.

When you make customers feel seen, supported, and appreciated, even in chaos, you build a brand that lasts.

Don't forget to Grab your free Procreate Starter Kit and hang out with me on the Doodle and Design Studio YouTube channel — we’ll laugh, learn, and grow this thing together.

Love and messy buns,
❤️
Cynthia McDonald
Helping women find creativity in the chaos — with stickers, stationery, and a little bit of fun

🧩 Frequently Asked Questions

Q: What should I do if someone asks for a freebie but has unsubscribed?
A: Respect their choice, you can’t email them directly. Just share your normal sign-up link so they can rejoin and access the freebie again.

Q: How fast should I reply to customer service emails?
A: Aim for 24 hours or less during weekdays. A fast, friendly response builds trust faster than any automation.

Q: Do I have to give something free every time I make a mistake?
A: Nope! A sincere apology and quick fix are usually enough. Save bonuses for special moments or loyal customers.

Q: How do I prevent broken links?
A: Use a short monthly “tech check,” click your freebies, test your opt-ins, and make sure redirects still work.

Make sure and grab your favorite Pinterest Pin and Save it to your Digital Art Pinterest Board