Dance, monkey, dance...

Agreed.

In this situation, I'd say definitely respond to the potential customer in a polite and friendly manner. Answer any questions that you might have neglected to cover in the sales page.

But don't get into pitching why your product is better etc. Such an enquiry is unlikely to convert anyway IMO.

John, generally I agree . . . however, a brand new seller (like so many of the members here at the forum) can't be too picky about turning down a possible sale - any sale. In the beginning of your business, I think "bending over backwards" is OK - you do what you have to do to get some traction in your business and make a little money. In the case of someone just starting out, the $/hour for the owner's time is a lot different (less) than Bly's hourly rate would be.


I question this logic. If a business owner provides extra customer service (as in the example Bly gave) to a particular person, how is anyone else going to know about it? To me, giving outstanding customer service as a way of doing business doesn't automatically label an owner of "reeking of desperation." And again, how do serious prospects even know the amount of help given to any individual?

Great thread and an important conversation - thanks.

Steve

Damn I'm disappointed because by the title of this thread I thought Mr. Tom Addams was the author of this Post . Oh well I guess I will settle for JM

Seriously though, I think this is a really solid point. The other day I got a Refund request from a Customer who said he thought my Product was going to be different because of what my Slaes page said. I know for a fact my Sales page accurately says EXACTLY what a prospect will get if they purchase it.

Instead of going back and forth explaining this to him I just gave him the Refund and moved on

There is always that one that will drive you nuts. Cut them loose fast.

I love this response from Bob. There's nothing wrong with saying this to paying clients - let alone mere subscribers. Bob Bly is world-renowned, so for this woman to deny/question his credibility... she's foolish. This is somewhat what i say to some of the people who email me here on WF and at my business email address - who ask thorny questions - even though everything they need to know is on my sales page.

John,

I like it, your time is "priceless" and you need to make sure the "time stealers" don't get it. But it is also important to have a dialog with customers also.

Chris

A large percentage of your prospects will never buy anything. Focus on the ones who will.

When I was promoting guitar lessons I got one of these a week. My response was always the same, "As I've never heard of (Insert guitar "guru" I'd never heard of) I couldn't possibly comment."

Brent

I agree.

May I add that it's also important to recognize immediately who are the ones that will waste your time and the ones that have a potential to be a serious prospect.

You can usually tell during the first message or the first few exchanges.

As many have noted, there is a difference between customer service, such as filling in information that may have been missed on a sales page, and the kind of "convince me why your product is better than Gooroo Joe's" nonsense.

I'm all in favor of customer service.

I'm not in favor of getting into the kind of desperate "monkey dance" that turns off legitimate buyers. I've seen salespeople turn into unpaid errand boys trying to gain favor with a purchasing agent.

It works much the same way online. If you cast yourself in the role of doing someone's due diligence for them, you spend your most productive time cataloging the differences between your and every other product out there.

I like the approach of "I know what I have on offer, and if something is unlcear, I'll be happy to clarify it. I can't do the same for other products."

Hi John,

1000% up my alley.

I have some posture, so I see myself as the 800 pound gorilla from a clarity approach. I am clear on my offerings, pretty much, so if somebody who projects their fear onto me, by asking about my product's worth, or by exploring some other doubt, I either tell them we do not have a match, or do not give my energy to them, aka, I let them go without responding.

The reason why I take this approach; the customer is often afraid, or worried, or doubtful, and my job is to align with the clear, confident buyer who knows what they want....not the fearful buyer. Naturally, since where your attention and energy goes, grows, by releasing on unclear potential customers or unhappy customers, I attract more perfect matches and expand my business.

One blessing of traveling through Southeast Asia for about 4 of the past 7 years John is that their face-saving culture dictates that the customer is often way out of line, and deserves to either be ignored, or to be addressed with a smile and "sorry", then they move on. The customer is definitely not always right there; refreshing mindset. I respect Thai culture especially for this attitude because as a customer in Thailand, I am grounded in gratitude and understand that complaining gets you nowhere. So this has leveled me off some, and has humbled me some, but I also apply to my blogging business, from the service provider.

I am pleasant, engaging and appreciative of potential customers and clients but am picky in choosing whom I connect with. When I took this viewpoint, my business grew quickly and I encountered less and less folks who even attempted to make me jump through hoops, before they saw I was a chill, happy go lucky, fun-loving but totally immovable 800 pound gorilla.

This has nothing to do with arrogance, or anger; nope, it's all about knowing that the less you give your attention and energy to unclear, picky, doubtful potential customers, and the more you give your attention and energy to perfect matches who dig your offerings, your business will grow quickly.

Love this topic.

Ryan

I could be wrong ... However I think it all comes down to being sincere and authentic

2C