19 {{ upvoteCount | shortNum }}
19 {{ upvoteCount | shortNum }}

Nuclear armed customers

by Scott Ames
16 replies
Why is it that some customers think they have to use every strong arm tactic in the book on their initial contact to resolve a problem?

IE: I bought this and found I had something similar. I want a refund. If you don't refund I'm going to call the Attorney General, Better Business Bureau, issue a complaint at PayPal, and call a nuclear strike on your home town.
#armed #customers #nuclear
  • Profile picture of the author Kay King
    They do it because they are dealing with someone they don't know in a medium they may not understand. They are terrified they have been "taken".

    They do it because it's easy to be "tough" by email - even for those who would never be that way in person.

    Disarm them with a polite note and a refund.

    kay
    Signature
    Saving one dog will not change the world - but the world changes forever for that one dog
    ***
    Live life like someone left the gate open
    {{ DiscussionBoard.errors[154875].message }}
    • Profile picture of the author entrepenerd
      I think mostly because they are online scammers (usually serial refunders) they think that everyone else online is as well. So, the think they have to be rough in order to get a response.

      They probably read somewhere in Serial Refunders 101 [ not a real product that I know of ]that threatening a vendor with a PayPal dispute was the quickest way to get a refund without question.
      Signature
      FREE Video Reveals...
      7 Secrets to Internet Marketing Failure
      ...or, how you can short circuit my mistakes and become an Internet Market Success!!
      {{ DiscussionBoard.errors[155030].message }}
      • Profile picture of the author Scott Ames
        Originally Posted by entrepenerd View Post

        I think mostly because they are online scammers (usually serial refunders) they think that everyone else online is as well. So, the think they have to be rough in order to get a response.

        They probably read somewhere in Serial Refunders 101 [ not a real product that I know of ]that threatening a vendor with a PayPal dispute was the quickest way to get a refund without question.
        Very well could be.

        FYI: I just took advantage of your WSO which helps with $7 script conversions. Nice stuff.
        Signature

        Success consists of going from failure to failure without loss of enthusiasm. -Winston Churchill

        {{ DiscussionBoard.errors[155108].message }}
  • Profile picture of the author Domination
    Banned
    [DELETED]
    {{ DiscussionBoard.errors[155205].message }}
    • Profile picture of the author ahuddy
      Originally Posted by Domination View Post

      Customers armed with power to Chargebacks are far more dangerous! They don't even bother to send you a mail
      True at least they give you a heads-up so you can handle the situation, but it gets annoying when people make threats. Just ignore the threatening comments and handle the problem as if they are a polite customer.
      Signature
      AHuddy's Targeted Traffic Leads | Search Engine Optimization | Million Visitor Club
      {{ DiscussionBoard.errors[155213].message }}
  • Profile picture of the author tommygadget
    I have tried to unsubscribe from some memberships where I can't even get an email from the owner to politely tell them that I would like to terminate the membership. It is people like this that creates an atmosphere where people start with guns blazing from the start.

    TomG.
    Signature
    {{ DiscussionBoard.errors[155222].message }}
    • Profile picture of the author Chris Lockwood
      Originally Posted by tommygadget View Post

      I have tried to unsubscribe from some memberships where I can't even get an email from the owner to politely tell them that I would like to terminate the membership. It is people like this that creates an atmosphere where people start with guns blazing from the start.
      .
      Just because a few sellers are dishonest is no reason for people to act like Scott mentions.

      If someone wants a refund, why can't they just say "I want a refund" the first time? No stupid threats needed, which are probably more likely to get their request ignored.

      Anyone who threatens to notify the BBB is unaware of how useless that organization is.

      Using your logic, since some customers are jerks, I guess we should act as if they all are.
      Signature
      Comprehensive membership site training
      My other blog
      {{ DiscussionBoard.errors[155624].message }}
      • Profile picture of the author Austin.W
        I think we all have to accept that refunds are "part of the job"

        However a tactic I have used "offline" with my other businesses is to turn the refund request into a sale. Fortunately I dont have to give refunds often but on rare occasions when I do I usually offer them a deal -

        Keep the product, dont have a refund and Il give you "x-product" half price, or a variation on this. If they decline, issue the refund immediately. Dont ask questions it looks like your stalling and will annoy them more.

        Also you MUST remember to be polite and courteous. This if nothing else annoys them because they assume you are a con artist.

        I once had an aggresive guy call me a con man and when I told him I didnt want his money and he could keep the product, he started to feel guilty and gave me the money anyway. However I stood firm and gave him the money back. I have since had further business from him and his father.
        {{ DiscussionBoard.errors[155651].message }}
        • Profile picture of the author Scott Ames
          Originally Posted by Austin.W View Post

          I think we all have to accept that refunds are "part of the job"

          However a tactic I have used "offline" with my other businesses is to turn the refund request into a sale. Fortunately I dont have to give refunds often but on rare occasions when I do I usually offer them a deal -

          Keep the product, dont have a refund and Il give you "x-product" half price, or a variation on this. If they decline, issue the refund immediately. Dont ask questions it looks like your stalling and will annoy them more.

          Also you MUST remember to be polite and courteous. This if nothing else annoys them because they assume you are a con artist.
          .
          Yes.. I am making note of that. When someone goes nuts my first reaction is anger, but I need to put a policy in place to turn it around. Great idea!
          Signature

          Success consists of going from failure to failure without loss of enthusiasm. -Winston Churchill

          {{ DiscussionBoard.errors[156480].message }}
          • Profile picture of the author Paul Myers
            I wonder if it might, sometimes, have to do with the advice given in this forum, and the way people assume folks are con artists without any cause?

            Not always, or even most of the time, but I'll bet it's more common than you would think.

            If people are taught to assume that anything that isn't perfect is a con, and they have what they believe are effective threats, they'll use them in hopes of avoiding problems.


            Paul
            Signature
            .
            Stop by Paul's Pub - my little hangout on Facebook.

            {{ DiscussionBoard.errors[156751].message }}
    • Profile picture of the author Dixiebelle
      Originally Posted by tommygadget View Post

      I have tried to unsubscribe from some memberships where I can't even get an email from the owner to politely tell them that I would like to terminate the membership. It is people like this that creates an atmosphere where people start with guns blazing from the start.

      TomG.

      I agree completely. I have had the same thing happen, and it's frustrating to have to deal with. There are times when a person has a legitimate reason for wanting to unsubscribe.

      Dixie
      {{ DiscussionBoard.errors[155726].message }}
  • Profile picture of the author Daniel Molano
    Originally Posted by Scott Ames View Post

    Why is it that some customers think they have to use every strong arm tactic in the book on their initial contact to resolve a problem?

    IE: I bought this and found I had something similar. I want a refund. If you don't refund I'm going to call the Attorney General, Better Business Bureau, issue a complaint at PayPal, and call a nuclear strike on your home town.
    LMAO This reminds me of the first refund request for an IM product of mine a few months ago: "Man, you have to work too hard to make that work, if you don't give me a refund I will take this all the way to the supreme court."

    Funny, because what I suggested took a maximum of 2 hours a day, imagine how much work it would take to take an online refund to the supreme court. LOL

    I gave him the refund of course, but it was just funny.
    Signature
    Como Ganar Dinero Por Internet - Spanish Make Money Online Site

    Daniel Molano     - LinkedIn Profile
    {{ DiscussionBoard.errors[156778].message }}
  • Profile picture of the author Scott Ames
    Then there are those who you've alread refunded that send another email demanding the refund and asking when it will come. Check your freaking email or PayPal.
    Signature

    Success consists of going from failure to failure without loss of enthusiasm. -Winston Churchill

    {{ DiscussionBoard.errors[157764].message }}
    • Profile picture of the author Neil Morgan
      Someone once emailed me and said:

      "Send me a full refund immediately or I will report you to Webmaster!"

      That's someone who's never going to grasp this Internet thing.

      Cheers,

      Neil
      Signature

      Easy email marketing automation without moving your lists.

      {{ DiscussionBoard.errors[157779].message }}
      • Profile picture of the author Scott Ames
        Originally Posted by Neil Morgan View Post

        Someone once emailed me and said:

        "Send me a full refund immediately or I will report you to Webmaster!"

        That's someone who's never going to grasp this Internet thing.

        Cheers,

        Neil
        LOL!!! That gave me a good laugh.. Thanks!
        Signature

        Success consists of going from failure to failure without loss of enthusiasm. -Winston Churchill

        {{ DiscussionBoard.errors[157784].message }}
        • Profile picture of the author Neil Morgan
          Me too Scott!

          At the time, I had a vision of that poor person sitting in front of their PC terrified to click a 'Webmaster' link in case they got tele-ported to the Wizard of Oz!

          Cheers,

          Neil
          Signature

          Easy email marketing automation without moving your lists.

          {{ DiscussionBoard.errors[157793].message }}

Trending Topics