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Yes reputation can crash - specially during festival if you don't have related items, but after a while it builds back.
Maybe drop prices for a while and that will bring back people and then buy the reputation items when you can afford them.
They love cheap product so build a strategy on an item you can get loads of and keep it super cheap all year long.
At the end of a day, I had one product depleted, people complained and I went from 103 reputation to 84.
I am surprised to hear that. I do not have that issue. I am currently always around 100 - 108 Rep. I simply harvest and sell stuff and also supplement it a bit with importing some goods.
I wish the customers would come into the store and say something along the lines of "I wish (product) was sold here" instead of "I CANT FIND (PRODUCT)" when I clearly do not sell it
No need to pay much attention to what customers say, the majority of them will buy what you have decided to sell. I even stop reading their comment 40 hrs ago.
Are you sure you did not forget to lower prices of christmas goods?
The only time my reputation significantly shrank was when I forgot to lower prices!
Customers get severely pissed in new seasons, or after holidays if you dont adjust the prices down.