Not MY Customer. How Far Do I Bend???

13 replies
Ugh.

Ok, here's the deal. I have a little niche, just got it in a good place with my sales page. Yeah, rah, good for me.

So the sign ups are coming nicely now.

Campaign involves a coupon code, but there is a link in my auto responder that takes them to the proper page where their code can be used, and gives my customers an automatic discount.

Seems one of my sign-ups went "shopping around" and tried to apply my code to someone elses site, which obviously didn't work. Analogy is like someone applying a coupon for Kmart when they are at Target.

I got an email from her, and she was looking to get her discount.

I didn't understand at first why the code wasn't working, so I made some calls.

After a couple of days, turns out her purchase was made under another independent sales rep. I get no credit, no commission, no money for the purchase.

I send an apology letter explaining the situation.

She sends me back more cries for help.

I hear her cries! Really, I do. But I am getting nothing for going above and beyond, which in my eyes I already have.

She has been charged on her credit card. Not my problem - but still a company/brand I am selling.

How far do I bend? She wants all her money back now - not sure if she is having second thoughts or what. It is just a 10% discount on the product. No guarantee she will try to purchase again properly using my coupon. She is just one person. But how important is she?

Do I keep trying to help her?

I honestly love to help people as much as I can. But this is coming at a really bad time. I have some other more pressing things going on, and the possible commission I would make from her just isn't worth it. At the same time, I CARE.

You never know who ANYONE really is. She could be someone with great connections - you just never know.

What the heck do I do?
#bend #customer
  • Profile picture of the author Dan Riffle
    Tell her no dice. She didn't purchase from you so there's nothing to discount.
    Tell her to go to Target with a Target coupon and a receipt from K-Mart and see
    what she gets.

    If you want to help her, tell her you'll gladly apply the coupon to a purchase made directly to you. Anything else and she is being unreasonable. You don't have time for unreasonable.

    One caveat: if this is a niche that provides a lot of recurring sales or large backends, you might want to consider working something out with her so you get the future sales. However, there's no guaranty in that.
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    • Profile picture of the author Jill Carpenter
      Originally Posted by riff View Post

      Tell her no dice. She didn't purchase from you so there's nothing to discount.
      Tell her to go to Target with a Target coupon and a receipt from K-Mart and see
      what she gets.

      If you want to help her, tell her you'll gladly apply the coupon to a purchase made directly to you. Anything else and she is being unreasonable. You don't have time for unreasonable.

      One caveat: if this is a niche that provides a lot of recurring sales or large backends, you might want to consider working something out with her so you get the future sales. However, there's no guaranty in that.
      Yes, the niche involves long time re-occuring sales. But exactly, there is no guarantee of that.

      I think a bigger issue, is that I am a representative of the company.

      I worked in restaurants for years, and even though I was not the only one taking care of a particular customer, I knew the company was important, and I wanted to represent the company in the best way possible.

      Yes I realize the internet is a much bigger place - but the customer or future customer is still the priority.
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      • Profile picture of the author ChristineC
        Do you have any ability to turn this over to the "company" you represent....surely they stand to benefit from a positive outcome as well (and perhaps more than you do?)

        Christine

        BTW - I totally understand the "bend over backwards" customer service imperative, and how hard it is to turn it off sometimes!
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        • Profile picture of the author Kay King
          Is this your product - an affiliate product - or an mlm?

          She would have gotten a notice after her purchase and should reply to wherever that came from if she wants a refund. That's the way it's done.

          She knows where she purchased - if she entered the coupon code on another site she could see it didn't work. Chances are she has contact info for you - and doesn't know how to reach the other person.

          She can go through the payment processor or credit card company she used if she wants a refund. I see no reason for you to lose money to someone who didn't buy from you.

          kay
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  • Profile picture of the author Anon7
    I agree with Riff, adding to it, If she is showing the early signs of being a 'high maintenance' type of potential customer, you''re probably best off sending her on her way. If she's one of those, she will be more valuable to you as someone else's customer.

    -Jack
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    • Profile picture of the author RedMatrix
      Originally Posted by Anon7 View Post

      If she is showing the early signs of being a 'high maintenance' type of potential customer, you''re probably best off sending her on her way.-Jack
      I agree, especially that she's not even your customer!
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    • Profile picture of the author lorrainelim
      Originally Posted by Anon7 View Post

      I agree with Riff, adding to it, If she is showing the early signs of being a 'high maintenance' type of potential customer, you''re probably best off sending her on her way. If she's one of those, she will be more valuable to you as someone else's customer.

      -Jack
      @Jack, almost laughed out loud with this comment

      I've encountered this type of customer before, it's good that you care..but she's not even your customer. Help her out and you'll hear from her within a couple of days..again...
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      • Profile picture of the author Charles E. White
        How Far Do I Bend???
        Not even going there!


        Actually, you can only do so much even if it was your customer. I think you have tried to help her as much as you can and should. This looks like a no win situation to me, so spend your time doing something more productive. Just be nice and explain the situation to her, after that it's up to her.
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  • Profile picture of the author Chris Reeves
    I too know what it is like trying to bend over backwards for customers like this. And I know how hard it can be to get past your morals and doing what you think is right and what not. But for your sake, I wouldn't make other peoples problems like this your own.

    I'm not saying don't go the extra mile for your customers when they have a issue with your product/service, but in a situation like this it is probably best to just tell her you've done what you can. That's what I would do. You need to draw the line on spending an overly excessive amount of time on helping one troublesome person and move on with your own tasks. That's what I would do..

    Just my .02

    Good luck with whatever you decide to do.

    - Chris
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  • Profile picture of the author Christie Love
    It's nice to see someone with real feelings in this world. :-)

    Honestly, you can only do so much. After a while, customers like this will drain you. The best suggestion I can give is to kindly let the customer go and tend to projects that are going to actually make you money. Now, if your customer has the same heart as you do, she'll buy your product just out of courtesy for your help. If not, let it go and move on.

    I hope all goes well.
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  • Profile picture of the author Justin Michie
    Sometimes there comes a point where you have to say "I'm sorry, but there's nothing else I can do" and move on. This looks like one of those times...
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  • Profile picture of the author L.G. Carter
    She can go through the payment processor or credit card company she used if she wants a refund. I see no reason for you to lose money to someone who didn't buy from you.
    I agree. You can't do more than explaining her this.
    And you have no reason to feel guilty about her problems.

    Carter
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  • Profile picture of the author David_Thompson
    From what i can see you have gone way beyond the call of duty
    on this one she only have her self to blame by tring to be smart
    going to someone else and getting the product when she should
    have given you the sale...

    Though luck just say sorry you can't help, you've already bent
    over backwards for her...a bit you might break...lol

    --David
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