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.

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

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.

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.

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

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

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