Tips for setting boundaries with customers who email a lot?

21 replies
Hi - got any ideas on dealing with those rare 1-in-300 customers who start sending weekly email questions to things that are already clearly answered on your sites' FAQ areas? You probably know what I mean, if you have a lot of customers. Gracefully set boundaries, deliver superb service, but for rare "constant contactors", then what?

For example many places now charge support ticket services, eg send in a question and it's $_ a month or whatever for the service plan; I dont want to have to do that, but obviously a lot of others are doing that, to stem the tide of questions already answered in FAQs.

What would you do, about the new customer who, after a couple initial emails, then sends in once-a-week emails with questions that are already answered? If I was running a $10k/year platinum mastermind, then a lot of contact's expected and fine, but for say a sub 1k info product, how many email questions are too many? I politely refer them to the right resource areas, but some people just seem to think that buying a product entitles them to a lot of email contact. I always go for answering all emails, quickly and personally, to be professional and helpful, but it often makes my 16 hour days turn into 18 hour days.
#boundaries #customers #email #lot #setting #tips
  • Profile picture of the author curly sue
    Outsource, let someone else do your customer service. on odesk you can pay a virtual assistant $1/hr or less.
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    • Profile picture of the author fin
      Originally Posted by sexy sue View Post

      on odesk you can pay a virtual assistant $1/hr or less.
      Yuck.

      Do you tell yourself that's a great wage for them so you can sleep at night?
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      • Profile picture of the author force5
        on odesk you can pay a virtual assistant $1/hr or less.
        The issue is that they may not be very good , so you could be risking your customer relationship by trying to save some money.

        Boundaries are always tough as you don't want to upset a good customer, but if they pay $17 and you get 20 emails with questions that are not related to your product it is sometimes easier to stop answering or explain that you will only answer questions about your product and only if they are not covered in the videos/faq's

        It is a tough one to know what is the best thing to do that is for sure, good luck with whatever choice you make.

        Paul
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      • Profile picture of the author SteveJohnson
        Originally Posted by fin View Post

        Yuck.

        Do you tell yourself that's a great wage for them so you can sleep at night?
        I have had a VA do work and bill me at $2/hr. I slept perfectly well, and didn't have to tell myself anything. She gave me a price, I paid it.

        If you have a problem with someone charging $1/hr, take it up with them, don't question the motives of someone who suggests hiring them.
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        • Profile picture of the author fin
          Originally Posted by SteveJohnson View Post

          I have had a VA do work and bill me at $2/hr. I slept perfectly well, and didn't have to tell myself anything. She gave me a price, I paid it.

          If you have a problem with someone charging $1/hr, take it up with them, don't question the motives of someone who suggests hiring them.
          Don't tell me what to do.

          I know people from poor cities who scrape by on $2p/h doing things like keyword research and they aren't even great at English (which they'd need to be for CS).

          $1p/h is pathetic and taking advantage of someone desperate for money.
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          • Profile picture of the author SteveJohnson
            Originally Posted by fin View Post

            Don't tell me what to do.

            I know people from poor cities who scrape by on $2p/h doing things like keyword research and they aren't even great at English (which they'd need to be for CS).

            $1p/h is pathetic and taking advantage of someone desperate for money.
            Would you rather I tagged you with an infraction for insulting other members?

            Paying someone what they ask is hardly 'taking advantage'. You don't have the first clue as to their motives for setting such a price.
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            • Profile picture of the author fin
              Originally Posted by SteveJohnson View Post

              Would you rather I tagged you with an infraction for insulting other members?

              Paying someone what they ask is hardly 'taking advantage'. You don't have the first clue as to their motives for setting such a price.
              You're seriously misguided. When someone is so desperate for money that they are asking for so little money it's most certainly taking advantage.

              Do you know what minimum prices are for UNSKILLED workers in those countries? That's people who sweep the streets, not people who write/speak English well enough to handle someone's CS.

              And I hardly insulted another member. I said, "yuck, I hope you can sleep at night." I don't think anyone's skin is that thin.
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              • Profile picture of the author SteveJohnson
                Originally Posted by fin View Post

                You're seriously misguided. When someone is so desperate for money that they are asking for so little money it's most certainly taking advantage.

                Do you know what minimum prices are for UNSKILLED workers in those countries? That's people who sweep the streets, not people who write/speak English well enough to handle someone's CS.

                And I hardly insulted another member. I said, "yuck, I hope you can sleep at night." I don't think anyone's skin is that thin.
                Again - you don't have the first clue of the motivation of someone whose services are priced 'for so little money'. They could be throwing out a few hours of loss-leader time. They could be desperate. They could be someone who realizes that charging a miniscule amount can be better than giving away something for free. That 'so little money' to you could be quite a bit more to them.

                You don't know and frankly it's not even any of your business why someone prices their products at a certain level.

                So let's say someone is desperate for some reason. I can just see the expression on their face as they read the email, looking for maybe that extra $5 to keep their electricity on, or feed their kid for the day: "Sorry dude, I'm not going to hire you because I'd be taking advantage of you."
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                • Profile picture of the author fin
                  Originally Posted by SteveJohnson View Post

                  Again - you don't have the first clue of the motivation of someone whose services are priced 'for so little money'. They could be throwing out a few hours of loss-leader time. They could be desperate. They could be someone who realizes that charging a miniscule amount can be better than giving away something for free. That 'so little money' to you could be quite a bit more to them.

                  You don't know and frankly it's not even any of your business why someone prices their products at a certain level.

                  So let's say someone is desperate for some reason. I can just see the expression on their face as they read the email, looking for maybe that extra $5 to keep their electricity on, or feed their kid for the day: "Sorry dude, I'm not going to hire you because I'd be taking advantage of you."
                  You seem to be taking a simple opinion quite personally.

                  Don't let it get to you.

                  Some might say it was subconscious feelings of guilt. You're paying 50% more than those people do. Don't worry about it.
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    • Profile picture of the author Linkology
      Originally Posted by sexy sue View Post

      on odesk you can pay a virtual assistant $1/hr or less.
      Just remember, you get what you pay for...

      I personally handle all requests myself as I feel that is how it should be but I also have not had any real "Constant Contactors" as you put it per se'.
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    • Profile picture of the author SurrealPSD
      Originally Posted by sexy sue View Post

      you can pay a virtual assistant $1/hr or less.
      That's raw. Imperialism still alive and well I see
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  • Profile picture of the author Willie Crawford
    I'd politely point them to my FAQ, but I'd also outsource
    tech support. You may even want to outsource your
    email management.

    I talked about this is a recent webinar that I did where
    I shared my top productivity tips. You can get the recording
    of my call free for the next day or two here:
    SuccessNet Global TeleSummit

    It will be pulled soon. I was one of many experts featured
    on the webinar who shared our top productivity tips. I spent
    probably 40 minutes talking about outsourcing.

    Willie
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  • Profile picture of the author Guru4u
    Originally Posted by kencalhn View Post

    What would you do, about the new customer who, after a couple initial emails, then sends in once-a-week emails with questions that are already answered? If I was running a $10k/year platinum mastermind, then a lot of contact's expected and fine, but for say a sub 1k info product, how many email questions are too many?.
    I would sell him the 10k/year Platinum Support Plan.
    If he balks, then there is your excuse to turn down the support faucet.
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  • Profile picture of the author Michael Ten
    Be polite and firm and mean what you say.
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  • Profile picture of the author GSX
    Train your clients immediately, put them on a schedule, let them email you constantly - that's fine. Answer all their questions when you do respond but respond on your time, not their. You will eventually condition them, Other option is fire them. If 20% of your clients take 80% of your time, it may not be worth your time
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  • Profile picture of the author ajaysingh4u
    Thanks for all you guys .. To share information's ..
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  • Profile picture of the author kencalhn
    thanks Willie, and to everyone else; good insights. One of my competitive advantages is fast personal service, from me, but that's likely something I should outsource eventually, and just give my 'private email access' type service/bonus for high end coaching students; makes sense.
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    • Profile picture of the author Zend
      Well, there are simpler solution. Outsource a professional customer service from oDesk. TRAIN them accordingly before working in real time. Pay them reasonably, say $3 / hour, and increase it when you get good result (satisfaction) from the customer.
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  • Profile picture of the author John Romaine
    This isnt a problem, its an OPPORTUNITY.

    If someones constantly asking you for help - push them to a buy button. Sell segments of time (support/coaching etc)

    They'll either buy or shutup.

    Either way, issue resolved.
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  • Profile picture of the author JoeyXoto
    I'd say; be grateful you have customers! But no, politely redirecting them to the FAQ section would be helpful. Don't give them the answer in your reply, just say "Please refer to FAQ". It may slightly annoy them, but it willt each them where to go for next time.

    Joey
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  • Profile picture of the author gpwilson
    I understand your concern. Your approach is right, professional and service oriented. Just keep it up and refer them politely. They ask question because they need the answer.
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