When Customer Support Goes Bad..
Seven months ago a customer purchased one of my low priced products - a one-off payment of $15.
Now, I honestly go out of my way to help all my customers and make sure they feel valued (I really do value each one of them), anyway, a few days after purchase he sent me an email asking for additional help.. that's no problem...
The day after that.. another email, asking for more help..
Again, no problem.. but I think you can see where it's going here..
Almost every day since then he has been emailing me asking me questions, and for seven months I've been replying and helping him as much as I can. I've also spent an hour on the phone with him, making sure he understands everything.
And yet, each day, he will return with a new question, often repeating a question that he asked weeks ago.
Where would you draw the line and say enough is enough?
I don't mean in an idealistic way, where we all give our customers all the time they need, all day, every day. I mean in the real world, where time is valuable and we all have work to do and businesses to run.
Thanks for your input gang.
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