As a small business owner, when things go wrong with software we’ve purchased for our websites or our websites go on the fritz, it’s very easy to freak out and envision the end of the business as we know it.

It’s also easy to stamp our feet and demand, either from ourselves or our website manager, that things get fixed IMMEDIATELY because after all we paid for this or that and therefore it should work perfectly.

This is especially true if our online business is our livelihood and not just extra money or a hobby.

Just be sure to remember that the word “should” is technically a mythical term denoting paradise in the broadest sense, and theoretical bliss in the minimal sense. Technically “should” is a state of mind, not a realistic environment in our lives.

Well, things don’t work perfectly and things don’t go smoothly ~ that’s a fact of life.

How to deal? You can blow up, get angry, go on a rant for several days, accuse people of incompetence, blast everyone in sight and hearing, or, you can simply train yourself to assess the damage, note what’s happening when it’s broke, transfer that information to the people who can fix it as clearly and concisely as possible, and then learn to have patience and a PLAN B.

Case in point.

My retail website that sells jewelry and collectibles is broken. Last night it was dead broke. Today less dead broke, much less, but still not working the way it should.

I did something as a test, it didn’t work in part it was my fault and in part to an out of date file that needed technical help. I related the details of that adventure to my technical staff which I pay to help me in times like this. I found all the errors when I ran a test order through my store which is something I always do periodically to see how the experience is for my customers and where I can improve if possible. So I noted all errors and sent them off to the support staff with a trouble ticket. To my own surprise I did not even get upset, angry or feel my ears getting red. Amazing. Either I’m getting a better grip on the emotions or I’m getting complacent ~ that remains to be seen.

Then I thought……… my customers can see the items fine but can’t use the buy or add to cart button or even the view cart button, among other things. How to help them place an order until it’s fixed?

I put up a rather large message on my website entry page and also my store home page explaining that the store wasn’t feeling well, the techs were working on it, that you can see items but can’t use the shopping cart. Call me at either of two numbers given to place an order.

This has always worked in the past whenever this cart or my old cart was in need of repair or upgrade. Why?

I had purchased or rather invested in a credit cart machine because on occasion I still do select shows or take it with me to a meeting with a client or bride. I also use it in my office to process custom orders and phoned in orders. When I purchased the machine people shook their heads and told me I was crazy to throw my money away on an expensive credit card machine.

Same with when I got a Skype account and purchased a headset. I can make or take calls for a ridiculously low fee and work hands free at the same time, whether it is taking orders over the phone, calling the vet, making appointments for clients, etc. Made sense to me. Other folks told me I was a techno toy nut case. {{shrug shrug}}

Support is handling my shopping cart woes, which have now been fixed I believe (one more run through with the test account just for my sanity), my business is not compromised, life goes on and my blood pressure remains steady.

Bottom line is the support staff is always nice to me because I’m always nice to them and thank them for their patience in handling my request, whatever is wrong will get fixed in good time and I’m pleased that I had the foresight a while back to implement my PLAN B ~ which was the credit card machine and Skype.

The sun will set today as scheduled unless the Lord decides differently (in which case we will NOT be worrying much about the more mundane points of life such as messed up shopping carts), and life will go on. Life does not necessarily run smooth and you always need to remember that you alone are responsible for your business and you need to do whatever you need to do to ensure that you have a workable and relevant PLAN B when you hit a bump in the road.

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New Jersey Web Design by Jewelry Collectibles Design, conveniently located in Hackensack, Bergen County New Jersey, is owned and operated by Maureen McCullough. In business since 2000 as a freelance professional and now also an eBay Stores Certified Designer. Our clients receive professional, creative designs put together outside of the typical corporate genre, fully carrying your small business identity through your entire venue ~ website, blog, forum, links management, eBay store and other online venues. Happy to be a woman owned small business.