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Providing Product Support

by pheonixrises
3 replies
Hi guys, I have a quick question about managing customers. I'd just like some opinions how how to handle this type of thing, since I'm relatively new to selling my own info products online.

When you sell a high-priced full product, usually full support is included. However, what about a lower-priced (sub $10) "report" style product, where there is no implication of full support anywhere in the copy or product itself?

I've got a customer who bought a very short report of mine and is now pushing me to get on Skype and the like and spend hours basically telling them every little thing that they should do. While I'm certainly happy to respond to basic questions and help people out, I kind of thought that it was understood that a product like that does not include what basically amounts to private coaching.

How would you recommend I handle the situation? I want to make people happy when it comes to my offerings, but at the same time I don't really have the time to deal with this person on the level they'd like. Obviously it's not a big loss if they refund due to the low price, but I'm curious as to what other people think.

Maybe I should try to sell them on private coaching with me, lol. :p

Thanks!
#product #providing #support
  • Profile picture of the author BrashImpact
    Originally Posted by pheonixrises View Post

    Hi guys, I have a quick question about managing customers. I'd just like some opinions how how to handle this type of thing, since I'm relatively new to selling my own info products online.

    When you sell a high-priced full product, usually full support is included. However, what about a lower-priced (sub $10) "report" style product, where there is no implication of full support anywhere in the copy or product itself?

    I've got a customer who bought a very short report of mine and is now pushing me to get on Skype and the like and spend hours basically telling them every little thing that they should do. While I'm certainly happy to respond to basic questions and help people out, I kind of thought that it was understood that a product like that does not include what basically amounts to private coaching.

    How would you recommend I handle the situation? I want to make people happy when it comes to my offerings, but at the same time I don't really have the time to deal with this person on the level they'd like. Obviously it's not a big loss if they refund due to the low price, but I'm curious as to what other people think.

    Maybe I should try to sell them on private coaching with me, lol. :p

    Thanks!
    I can understand the frustration and dilemma... The last WSO i launched i provided full skype and email support the price point was around $17 average. I am so thankful i did... I gave away a lot of my time to help these people get started...however the rewards are always greater on the other side... WHY?

    -You can be known to offer EXCEPTIONAL CUSTOMER SERVICE
    -You can establish yourself as an authority
    -You can open up a backend sales funnel

    the choices are endless...

    I just feel its important to help as much as possible...Btw that WSO sold over 1500 copies... So yes it took some time... Remember that peoples perception becomes their own personal reality... You want the reality to be the best possible scenario possible... What i would say... Offer to help them on skype but let them know you only have 10 minutes so it will have to be fast... then if you want to give them 15 minutes point out at the 10 minute market hey... then 10 mins is up but i can spare 5 more. By doing that the PERCEPTION is AMAZING as far as Perceived Value...

    Hope that helps...
    Regards,
    Robert
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  • Profile picture of the author pheonixrises
    Thanks for the response, Robert. I do absolutely agree with everything you're saying, and thanks for giving me pointed advice for this particular situation. The perceived value is really what can take you far, for sure!

    It all relates to how sales and even just daily interactions with people works, in my opinion. The strongest sale is usually the one where it's not so much the product being sold as it is the idea or feeling surrounding it. And how people think you just had a really great conversation if you basically let them talk about themselves the whole time. :p

    I suppose one of the things that has been throwing me off with this particular case has to do with information that I left out. My fault, sorry.

    The other people who bought the report have all been happy and haven't felt the need to have hours of coaching over Skype with me, although I have of course answered any questions that have come up. The guy who I'm talking about, for a few days (and I mean every day) before he ended up purchasing the product, was hounding me for a review copy despite the fact that I had given them all out. Every day he was giving me a new reason for why he needed that report for free, so I guess I just have the impression now that he's looking for a freebie.

    To be honest, I was shocked when he bought it and didn't request a refund immediately after just to get it for free!

    But I will take your advice and give him 10-15 minutes and see what he does! Thanks again!
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  • Profile picture of the author TBInternetMarketing
    Yea this is a tricky one. If you don't feel you have the time, tell them that. Tell them you are just too busy to skype, but you can help out with emails as much as you can. That's what I would do.
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