You Are Wasting My Time. Please Leave.
Today I’m going to talk about the NOT SO FUN part of an online business:
Time Wasting Customers
Here’s the thing. I really go out of my way to help my customers. I call almost all of my customers to make sure they got their downloads okay. I spend way more time than the business experts say I should.
(If Rich Schefren was my business coach, he’d have a fit about the time I spend on non-productive tasks like customer support.)
So anyway, yesterday I got an order for a $47 product. I also got an email from the customer asking me where they could download the product. Apparently the email from my automated system hadn’t got through.
No biggie — email’s like that. So I called her up and told her I would personally send her the download link from my desktop email. I told her if she didn’t get it to let me know and I’d try sending it directly to her or figure out another way.
(In retrospect, what i should have done was read the download link to her over the phone. Next time.)
Fast forward to today. I get an email from the customer and she says the following:
You and I spoke yesterday about emailing me The Internet Marketers Little Black Book that I purchased; today is the 25th almost 9pm and I have not received it in my email. Can you please just refund me the money, I don’t think this is going to work out.
Now, this is just plain irritating to me. Maybe I’m getting cranky in my middle age. Here’s what I wrote back:
Maude (not her real name!),
I have refunded your order as you requested, but I would like to comment somewhat on this.
My system sent you an email with the download link the day you ordered. For whatever reason, you didn’t get it.
Then I again sent the download link to you (manually this time, from my desktop email client), and again you didn’t get it.
I think you need to ask your internet service provider why LEGITIMATE emails are not getting through to you.
I told you on the phone that if you didn’t get it, I’d be happy to attach the file to an email and send it to you directly. Perhaps you would have got it, and perhaps not, but you apparently decided it wasn’t worth the effort. This is very frustrating to me as a merchant who goes out of his way to help my customers.
You stated you “don’t think this is going to work out” — the only reason it didn’t work out is because you weren’t willing to give it a chance. I would have even read the download link to you over the phone had you given me the opportunity.
Had you allowed me to find some other way to get you the eBook and then decided it “wasn’t for you”, I would have been fine with that. But to just give up in this situation like you have shows a lack of respect for me and the time I have spent (and was willing to spend) in your behalf.
You have wasted my time — please do not order anything else from me unless you are willing to work with me in getting around the limitations of your email system to get the product you ordered.
Regards,
Paul
Now I have to confess, there’s a part of me that feels bad for sending this “nasty-gram” but the bigger part of me feels justified in doing so (even though I realize it’s probably counter-productive). What do you think? Did I go too far? Am I just irritable?
So what’s the lesson here? For me there are a couple:
- I should probably start placing a download link right on the “thank you” page after people order. I resisted this for awhile, because I figured if the download link is only in the email, I guarantee that nobody will get it without a valid email address. However, I believe we’ve reached the point where the inherent unreliability of email outweighs the security risks of providing the download link right on the thank-you page.
- I should probably let someone else handle THIS kind of customer support for me. It’s one thing to answer technical questions, but this is very basic customer support (providing a download link) and something I obviously don’t have the required “patient and long-suffering” attitude to do myself.
If you’re in a similar situation, consider these services:
http://www.workaholics4hire.com/
And since we’re on the topic of customer support, let me say one more thing . . .
I’ve been “behind the scenes” on a LOT of launches — some of the biggest in the internet marketing circles. Quite frequently the people doing the launch are unprepared for the customer support. I want you to keep this in mind — if you’re going to do 2 years worth of business volume in 7 days, you should be prepared to provide 2 years worth of customer support in the same time frame.
This means you should hire extra help — lots of it — and have them trained before the launch begins. I have yet to witness a perfect launch. (On the last launch I was involved with, we had problems with the payment processor, the BACKUP payment processor, AND the email service. Yikes!)
There’s always something that goes wrong, so make sure you have people in place to handle the huge influx of customer support emails and calls.
That’s it for now!
Paul
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September 26th, 2008 at 2:06 pm
Paul,
I have had similar situations. For orders I have people signup through aweber to get the link to the download. I haven’t had a legit complaint since. You could use a system like aweber or loop responder etc. You also get a confirmation that they have received the email.
September 26th, 2008 at 2:19 pm
Paul,
Great post. Believe me, you shouldn’t feel bad. You want way beyond and above the call of duty here.
I’ve had the same problems in my online business and I used to get all worked up over it. Then I came to realize how counter-productive it is to have customers like that.
I realized it isn’t worth my time and time is the most valuable commodity we have. Now I focus on those who are worth focusing on.
Once again, great post and don’t feel bad. You were above and beyond customer service. Take care.
Brian
September 26th, 2008 at 2:32 pm
Paul, I hear you. We’ve all had to deal with time-wasters and those that can’t be bothered to complete even the simplest of tasks. I, however, wouldn’t have even bothered with a response to them. Send them the refund and let them go. It probably felt good to “let ‘em have it”, but I suspect it fell on deaf ears anyway.
Feel free to send me a note anytime you want to let off steam, however. Too me, online biz owners helping each other out, in whatever way, is one of the great perks of this industry.
September 26th, 2008 at 2:34 pm
Try Smartdd. http://www.smartdd.com You will have no problems.
September 26th, 2008 at 2:36 pm
Hi Paul,
Don’t fret over it, I’ve fired several customers over the years and it gets easier every time. I think that in general consumers are really getting too much into this fast twitch, instant gratification world. If they can’t have it right now they don’t want it or decide they don’t need it… Chances are it would have ended up as a refund, she probably wouldn’t have used it anyway.
If it bothers you just outsource customer service or raise your prices to eliminate a layer of problem customers. I raised my prices to double what my competition charged years ago. It eliminated 90% of the problem clients and I ended up with fewer but better clients that really appreciate what I do for them and made me more money. Everybody is happy!
Oh, keep your prices low for me.
Phil
September 26th, 2008 at 3:32 pm
I’m sure that you believed at the time you were right in the way you handled your customer… The customer is not aways right… but is still a customer and making the customer wrong never works… Stop stressing and move on with making bigger and better sales
Don
September 26th, 2008 at 4:16 pm
Hi Paul,
Don’t feel bad. For your and your business sake, I feel you did the right thing.
Just as there are products and services everywhere on this planet not worth the price, or even worse, not worth paying for whatever the price, there are also people not worth having as customers for the profit they generate, sometimes it doesn’t matter the amount of profit.
It’s not that hard to filter them out and believe me, it’s worth it. If you have a good product worth the price you ask for, a good company and offer good support, and still get people like the one you described, the best thing to do is refund them (so that they don’t feel they owe you) and in a very professional and respectful manner (just as you did), fire them. Even go the extra mile showing them alternatives of where they can find a similar product and wish them luck (I’ve done this and believe it or not, they sometimes come back after they were able to compare my service with another provider).
Conclusion, I feel you did the right thing.
Serge
September 26th, 2008 at 5:04 pm
You know, Paul, sometimes enough is just enough. I’ve had those moments, as you described above, where the right situation caught me at the wrong time and BOOM — I went off a bit more than perhaps I should have.
Like you, I felt bad about it later, but nothing you can do. I personally have developed the “in the moment” mindset. If I do something in the moment that I feel bad about later, I just have to let it go.
It also helps me realize that I probably want to chill out a bit before hitting that send button. But as you say in your post, “Next time.”
We’ve all been there and overall, firing people who are not a good fit is a service to you both.
Bill
September 26th, 2008 at 5:16 pm
I had a customer request a refund because the pages were not numbered. I’m with other’s here, I’d rather spend my time with the 20%, than the other 80%.
September 26th, 2008 at 7:37 pm
Hi Paul -
If what she was telling you about not getting the emails was true she probably didn’t get the nasty gram either.
Did you get her to check her spam or trash inbox for your messages or have her white list you or add you to her address book.
I know how you feel with some of the customer attitudes but also people have different levels experience when it comes to online stuff and many seldom step outside of their comfort zone. Some people you just can’t help. Offline or online.
Offline people that have a bad customer service experience on average tell ten people about. Online that can be amplified to unbelievable numbers if they blog, are active on social sites and forums or even twitter.
So rather than venting on a customer as good as ot may feel at the moment and I would suggest being less self destructive (I know I am from time to time) and end it on a good note. If you don’t want them as a customer in the future block their IP and email address using available software.
One thing to keep in mind when dealing with a customer is you never really know who they are or who they know or the influence they have on others or the power they yield.
John
September 26th, 2008 at 7:43 pm
Paul, I love your line about being prepared to spend 2 years worth of support if you’re compressing two years worth of business into a launch window. And I share your frustration with undelivered e-mail. Still, I might have found a more polite way to cut her loose.
I get an occasional one of these, and usually they feel pretty good about me by the time I’ve told them we’re not doing more business together. Of course, there are exceptions. I got into a public wrangle with a toxic client this summer. Before starting that job, I should have re-read my own advice in Principled Profit: Marketing That Puts People First about saying no to bad clients.
Shel Horowitz
http://www.principledprofit.com
September 26th, 2008 at 8:50 pm
i feel you on this situation. we do “real world” work and our website is basiclly advertisment and “show off” space. but we have recently tried some affiliate and network stuff. auto mailers are a pain and we have so many seo tools and other things that it really boogles my mind. truth be known except for the experianced few most of us are neebies to this buisness and so often people give up way to soon just because there are bugs in the system or there is a mistake or two made. if i gave up on every endeavor i tried just because things didn’t go perfect the first time around, i would be broke and homeless. it is a pain sometimes, but to everyone who is trying to get a buisness started an to all those who are help there down line get their business started. don’t quit just because of the bumps along the way. hang in there. you might lose a little, or have a set back or two. it’s going to happen. but all those mistakes can help you help those behind you learn and avoid those things. point is it’s your company. nothing in this world is perfect, and it takes work, long hours, and messing up on both ends to make a good business. that’s why it’s called work. hope this helps who evey reads this. it was advice given me years ago. i’m no millionare, but then again that’s not my goal, not yet anyway. God bless and may prosperity and blessings make your cup run over.
September 27th, 2008 at 3:20 am
Hi Paul,
Forget about the nasty ones or should I say the misguided ones. It’s what you do that matters. What others choose to do, feel say or react is out of your hands. From what I see, you definitely have more good and appreciative ones (customers and friends) than misguided ones. I rather count the blessings and let the rest simply remain as a test of my own will and patience.
God Bless
Sylvester
October 1st, 2008 at 5:51 am
G’day Paul,
What you experienced is called STRESS - when the mind over-rides the bodies basic desire to choke the crap out of some a@&%#le who desperately deserves it - or at least that’s how it feels at the time.
WRITING the letter was precisely what you should have done, though you should have let her have both barrels. Sending it was NOT.
As John Collins said, “you never really know who they are or who they know or the influence they have on others…”.
Your words are now imortalised on cyberspace for all to see should she choose to make light of them and they can be taken out of context or skewed, painting you in a light most unfavourable in some cases.
Though she deserved it, next time, just Refund and say, “Next”.
Judd.
October 24th, 2008 at 4:54 pm
Hey Paul ~
I’m in John’s camp. The problem in having to deal with customers on any level is that you have no control over who they are or how they behave. To make matters worse, you don’t know at all where they may be coming from - sometimes people have crap land in their lap [like a kid comes home sick from school and Mom gets worried, or the neighbor had someone prune his tree and the limb broke through her window - you get the idea...] and the least important items or relationships suffer.
I teach marketing and sales to some of the grumpiest people on earth - artists [I kow, I'm one of the grumpy ones!!]. And I always, always caution them to be kind in their thoughts and deeds regardless of their blood pressure level when confronted by a seemingly unthinking customer or potential client - because the truth is you have no idea what that customer is dealing with at that moment, or in their life - and you (like it or not) are really not all that important to them. (I know, I know! Seems ridiculous!)
To help myself and folks I work with deal with these situations, we practice the Four Agreements [http://www.miguelruiz.com/fouragreements.html]:
1. Be Impeccable With Your Word
Speak with integrity. Say only what you mean. Avoid using the word to speak against yourself or to gossip about others. Use the power of your word in the direction of truth and love.
2. Don’t Take Anything Personally
Nothing others do is because of you. What others say and do is a projection of their own reality, their own dream. When you are immune to the opinions and actions of others, you won’t be the victim of needless suffering.
3. Don’t Make Assumptions
Find the courage to ask questions and to express what you really want. Communicate with others as clearly as you can to avoid misunderstandings, sadness and drama. With just this one agreement, you can completely transform your life.
4. Always Do Your Best
Your best is going to change from moment to moment; it will be different when you are healthy as opposed to sick. Under any circumstance, simply do your best, and you will avoid self-judgment, self-abuse and regret.
For me this works. And truthfully, I feel a lot better about how I run my business because of it…
My very best to you,
A.
October 24th, 2008 at 5:39 pm
Hi Paul,
I’m not a programmer, but I do remember things that I read and hear. It seems to me that there a way to protect your download page from being passed around, by using a security code. Maybe, you could send your customers to the download page from the thank you page, but email them the security code.
Your download page instructs them to check their email for the security code, that they need to copy and paste it in the “box” below. And you tell them what to do if they don’t find your email.
Once the security code is used, your system disables it so it can’t be shared. If you have to call a customer in the future due to undelivered email, you get them to the download page, read them the security code over the phone, confirm that their download started and you’re done! Should I take a bow?
Jack Q, the Problem Solver
November 4th, 2008 at 9:55 am
Hi Paul,
Aren’t those guys just the shits? I just spent most of yesterday morning dealing with one through paypal because he would not even communicate with me. I sent over half a dozen emails to him including the download link over 3 times. All for $7 and even refunded it without question or notice just because. There are some real scum sucking swines out there with no morals or principles of any kind.
Thanks for the great info. Have a great day and may it get better.