How to turn an enraged subscriber into a loyal fan

Michael Lee · 03-18-2010, 04:39 PM

Hi Warriors,

I recently got an email from an angry subscriber telling me to <censored due to foul language>. He added that I should "help people for free or don't pretend to try and help. (He didn't asked to be removed from my list though.)

Instead of unsubscribing him or replying with an equally foul message, here's what I emailed him:

"Sorry if you feel that way. You DON'T have to buy anything if you don't want to. But we cannot give everything for free, because we need to earn something to maintain our business.

But I respect your opinion, so you may click on the UNsubscribe link at the bottom if you want to stop receiving future messages from us."

I got a reply and he said he was sorry. He said he was just having a bad day, that I'm good in persuading him, and that he would be happy to keep receiving my emails.

So the next time, you feel like shouting back at someone who just sent you a nasty email, try responding with kindness. Who knows? They could become your next number one customer.

Cheers,
Michael

linkbeasts · 03-18-2010, 04:45 PM

A speaker I listen to said something similar to this, something about being a thermostat and controlling the "temperature" of the situation with kindness and/or understanding and empathy.

03-18-2010, 04:39 PM	#1
Michael Lee 20DayPersuasion.com War Room Member Join Date: Mar 2005 Location: , , . Posts: 3,050 Thanks: 224 Thanked 168 Times in 100 Posts Social Networking Contact Info	How to turn an enraged subscriber into a loyal fan Hi Warriors, I recently got an email from an angry subscriber telling me to <censored due to foul language>. He added that I should "help people for free or don't pretend to try and help. (He didn't asked to be removed from my list though.) Instead of unsubscribing him or replying with an equally foul message, here's what I emailed him: "Sorry if you feel that way. You DON'T have to buy anything if you don't want to. But we cannot give everything for free, because we need to earn something to maintain our business. But I respect your opinion, so you may click on the UNsubscribe link at the bottom if you want to stop receiving future messages from us." I got a reply and he said he was sorry. He said he was just having a bad day, that I'm good in persuading him, and that he would be happy to keep receiving my emails. So the next time, you feel like shouting back at someone who just sent you a nasty email, try responding with kindness. Who knows? They could become your next number one customer. Cheers, Michael
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03-18-2010, 04:45 PM	#2
linkbeasts HyperActive Warrior War Room Member Join Date: Jul 2009 Location: Buffalo NY Posts: 116 Thanks: 50 Thanked 12 Times in 12 Posts Contact Info	Re: How to turn an enraged subscriber into a loyal fan A speaker I listen to said something similar to this, something about being a thermostat and controlling the "temperature" of the situation with kindness and/or understanding and empathy.