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Today I Fired A Customer...Big Time

by Steven Wagenheim
19 replies
  • OFF TOPIC
    • |
A week or so ago, a customer emailed me and requested a refund for a
product. No big deal on the surface.

Reason?: Got it from somebody else.

Well, if they did, they got it illegally because there were no rights with the
product.

Strike 1

Then she changes her story when I point this out.

New Reason?: Well, I thought there were articles with the product.

I then pointed her to the sales page where it clearly states EVERYTHING
that the product contains and nowhere did it say any articles were with it.

Strike 2.

Then, in checking their history, I see they're on a list of mine for a product
that they NEVER bought from me. So, they either got it illegally or got on
my buyer's list through less than honorable means.

Strike 3.

I banned them from future purchases through DLGuard.

Today, they bought another product, download was blocked, I refunded
their money, tracked down their account and removed it from my list.

I have no time for these people and don't want their business.

Now go and tell me how wrong I was to do this.
  • Profile picture of the author John Henderson
    Originally Posted by Steven Wagenheim View Post

    Now go and tell me how wrong I was to do this.
    Why would anyone tell you that? You found somebody who had taken the p*** out of you, and you made sure that it never happened again. Sounds perfectly reasonable to me...
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    • Profile picture of the author Steven Wagenheim
      Originally Posted by John Henderson View Post

      Why would anyone tell you that? You found somebody who had taken the p*** out of you, and you made sure that it never happened again. Sounds perfectly reasonable to me...
      You'd be surprised as to how many people will say you should keep putting
      up with these people because one day they can become a good customer.

      Maybe, but I have no intention of waiting.
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      • Profile picture of the author ThomM
        Originally Posted by Steven Wagenheim View Post

        You'd be surprised as to how many people will say you should keep putting
        up with these people because one day they can become a good customer.

        Maybe, but I have no intention of waiting.
        That's all well and good if you don't have many customers or you have to fight to get one. On the other hand you have to look at what it will cost you time wise to deal with someone like that.
        If she got her 3 strikes, then she's out.
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        • Profile picture of the author Kay King
          many people will say you should keep putting
          up with these people
          Steve - remember ...many people will give advice based on imagination rather than experience. Some just like to argue.

          "The customer is always right" may be OK for customers - but not for leeches.

          kay
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  • Profile picture of the author John Henderson
    Steven, if anyone pops up to criticise the way you handled this, just send the customer you fired to their product download page...
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  • Profile picture of the author barbling
    Excellent job....well done!!
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  • Profile picture of the author Bill Farnham
    Originally Posted by Steven Wagenheim View Post

    Now go and tell me how wrong I was to do this.
    Yup, you were wrong. You should have tarred and feathered the mooch before releasing her back into the wild.
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    • Profile picture of the author Steven Wagenheim
      Originally Posted by Bill Farnham View Post

      Yup, you were wrong. You should have tarred and feathered the mooch before releasing her back into the wild.
      Bill, I'm going to vote you the funniest dude on the ranch if you keep these
      witty responses up.

      Thanks...I needed that.
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    • Profile picture of the author Aussie_Al
      I think you handled it with class and patience Steve
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      • Profile picture of the author Tina Golden
        Anyone who thinks that a thief is going to turn into a customer someday is delusional.

        Tina
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        • Profile picture of the author KimW
          Originally Posted by TMG Enterprises View Post

          Anyone who thinks that a thief is going to turn into a customer someday is delusional.

          Tina
          Do you mind if I steal that line?
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          • Profile picture of the author Tina Golden
            Originally Posted by KimW View Post

            Do you mind if I steal that line?
            Feel free. It would be nice to make someone else's Warrior swipe file...lol. I've got some great ones from here that I'll be using in my newsletters and on my blog (with attribution, of course).

            Tina
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  • Profile picture of the author slk
    Tina..I too loved your line....maybe sometimes I am delusional too, lol.
    Steven, I have no time for someone that just wastes my time with excuses and lies. I think you did the right thing.
    Good job!
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  • Profile picture of the author Patrician
    You were very civilized under the circumstances, Steven.

    I couldn't have resisted a few threatening remarks about copyright infringement or IP address tracking, banishment or something scary just for fun (true or not).
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    Patricia Brucoli
    Plug-In Profit Site Helpdesk

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  • Profile picture of the author papacuppa
    Y'know what? Ever since I read The 4 Hour Work Week by Tim Ferris it really doesn't seem unreasonsable to FIRE your customers.

    I also watched a speech recently, incidently by Tim Ferris. He said that 10% of all customers will FIND A WAY to take offense -- not simply take offense.

    I guess some people are just more right brained than others
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    • Profile picture of the author Patrician
      I can hardly believe how hostile some people are. On a daily basis people are insulting on their first contact -

      ... and especially horrible when it is someone who doesn't get emails, doesn't know how to use a helpdesk or get the responses; I will go out of my way to keep sending messages - sometimes using the mortal sin of copy and paste after 10 times with no sign that they have read anything I have written.

      They will come back and say I am rude or must think they are stupid.

      (if they only knew what I really think = stupid is understandable for newbies - I want to help - but just plain evil and malicious as some of them are, well - they don't want to know what I really think of them as it would give them nightmares - Getting 'fired' would only be the beginning.)

      Originally Posted by papacuppa View Post


      .... 10% of all customers will FIND A WAY to take offense -- not simply take offense.

      I guess some people are just more right brained than others
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      Patricia Brucoli
      Plug-In Profit Site Helpdesk

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  • Profile picture of the author SGTech
    I've "fired" customers in my offline business before. Sometimes they just are not worth the hassle.
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  • Profile picture of the author Lauryn
    Lmao @ this person's audacity.
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    I Go Hard = "Slanguage" for putting forth a lot of effort.

    Don't be an arse and try to flip something you clearly have no knowledge of against me.

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  • Profile picture of the author deannatroupe
    I think you should make that a WSO! LOL Call it "How to Fire A Customer In 3 Easy Steps"
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