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I can't get no... Satisfaction

by Scott Ames
21 replies
Reading threads here is an education. Folks here are marketers, but they have strong opinions on what they like and dislike.

"I hate continuity"
"Video sucks"
"I won't read long copy"
"I won't buy from anyone with a pen name"
"Anyone that is associated with _____I'm not dealing with"
"If you only offer PayPal I'm not buying"
"ebooks without Page numbers? REFUND"

on and on

While I've learned a bit of what customers expect, I've come to the conclusion that there is no way on earth I can please everyone. I knew that really, but I try to please as many as possible.

On the very same product I get glowing reviews as well as people telling me how bad it sucked.

The conclusion is that I'm doing it my way. I'll do my best, but if you can't live with red graphics or left justified text, by all means, get a refund and get off my list.
#satisfaction
  • Profile picture of the author 1960Texan
    Exactly. The fastest way for any small business to fail is to try to be all things to all people.
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  • Profile picture of the author Lisa Gergets
    The conclusion is that I'm doing it my way. I'll do my best, but if you can't live with red graphics or left justified text, by all means, get a refund and get off my list.
    WOOHOOO! Bravo, bravo!
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    • Profile picture of the author Jill Carpenter
      Could you add some bullet points to your list please?

      I think it would read a whole lot better.
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  • Profile picture of the author patselby
    Everyone sees things differently because we all process information in a different way. Some people are visual, some are auditory, etc. I like bright colors but some people like pastel colors.

    Do what you like and, if you aren't successful, try again and keep trying until it works.
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    • Profile picture of the author GT
      Great perspective, Scott. Thanks for posting.

      I, too, notice that some WF members have very strong opinions and have no reservations about sharing them. That's the privilege of an open forum. However, I think there is a time and place for expressing strong views, and there are times when a bit of restraint and sensitivity towards others is more respectful.

      I think that same courtesy should be extended to vendors as well, even when a customer isn't entirely happy. Constructive feedback will serve the ultimate purpose far better than ranting.

      GT
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  • Profile picture of the author Rod Cortez
    Scott, I can't stand the spacing that you used in your post..........
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  • Profile picture of the author Devon Brown
    You're right.. we shouldn't please other people and we should do what we like doing. Does this mean I can put dancing hamsters on my salesletter? I've always wanted to do that.
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    • Profile picture of the author Jim Hallmark
      Originally Posted by Devon Brown View Post

      Does this mean I can put dancing hamsters on my salesletter? I've always wanted to do that.
      Don't encourage Kevin Riley. God only knows how that experiment would turn out.
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      • Profile picture of the author Robert Boduch
        Scott... you nailed it with your conclusion. Bravo!

        "Can't please 'em all"... as my dad used to say.

        A few years back when I was selling mostly hard-copy products, I had one product that had sold several hundred copies without a hitch. Buyers seemed pleased with the product and business was brisk.

        Then one day I received a nasty note from a buyer slamming the product and using locker-room language, he demanded a refund. His biggest beef was that the examples provided weren't specific to his relatively tiny industry.

        'No problem at all, sir. Just send it back and I'll issue an immediate refund' -- I suggested. That's when the guy went ballistic. No way in hell was he going to return the hard copy package I sent. But he never said why.

        All you can do is your best. And it's never enough for everybody.

        Robert
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  • Profile picture of the author Bev Clement
    I wonder how many people have ever bought or read a book by T S Elliot? Yes, there is a good reason for the question, and if you don't know why I said T S Elliot then look on google and also on the OP.

    Scott, I always look at what the buyer is saying, and see if there is a pattern.

    One complaint from many buyers who rarely refund is, "There are no page numbers"

    It takes a writer a second or two to do that, and it solves the problem of people who print out and need to know the page numbers if they drop the papers on the floor.

    Otherwise, I do what I do, and have an alternative for those who need it.
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  • Profile picture of the author Frank Donovan
    Scott

    Re. the thread title:

    "I can't get no... Satisfaction"

    Originally Posted by Scott Ames View Post

    ...and get off my list.
    Shouldn't that be "Get off of my cloud"?




    Frank
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    • Profile picture of the author Scott Ames
      Originally Posted by Frank Donovan View Post

      Scott

      Re. the thread title:

      "I can't get no... Satisfaction"



      Shouldn't that be "Get off of my cloud"?




      Frank
      Ha Ha!! yes it should be!


      I said, Hey! You! Get off of my cloud
      Hey! You! Get off of my cloud
      Hey! You! Get off of my cloud
      Don't hang around 'cause two's a crowd
      On my cloud
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      • Profile picture of the author GT
        This thread might turn into a Stones music revival! I love it!

        On topic ... whatever happened to that old phrase, "The customer is always right"?

        Years ago, when I worked in retail, we tried to live up to that phrase ... but within reason (because the customer is not always right). We simply tried to do our best to deliver quality and value as promised in our promotional material and when we encountered a "difficult" customer, we didn't mind if they stormed out, never to return.

        GT
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        • Profile picture of the author Rod Cortez
          I think "the customer is always right" was invented by customers. The reality is that the customer is not always right. You should strive to always provide world class customer service, but there's no reason to cater to unreasonable demands.
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        • Profile picture of the author Scott Ames
          Originally Posted by GT View Post

          This thread might turn into a Stones music revival! I love it!

          On topic ... whatever happened to that old phrase, "The customer is always right"?

          Years ago, when I worked in retail, we tried to live up to that phrase ... but within reason (because the customer is not always right). We simply tried to do our best to deliver quality and value as promised in our promotional material and when we encountered a "difficult" customer, we didn't mind if they stormed out, never to return.

          GT
          Agreed. These two ideas seem in conflict: "The Customer is Always Right" "Fire your customers"

          Clearly there is a point at which even the most pleasing companies will fire a customer. I remember working for a company that took support calls and they had one customer that delighted in getting the female operators to cry. After many calls like that they gave him his money back and told him never to call again.

          I think if you own the company and are dealing with customers directly, you can do it your way and be fine. If you have a buffer, a team that can deal with all the garbage, then you have more leeway to put up with all the quirks without it impacting your sanity.
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  • Profile picture of the author Nathan Alexander
    It feels so good to hear that.

    Thanks Scott...

    (I needed permission that it's 'ok' to do that too)
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  • Profile picture of the author Nick Brighton
    Scott,

    It's better to be loved or hated by some, than merely "liked" by everyone.

    And if you're not rubbing someone the wrong way, you're not marketing hard enough.
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  • Profile picture of the author Lisa Gergets
    Our own Allen Says said it best..."Sell the way you'd like to be sold to."
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  • Profile picture of the author steve-wilkins
    Too right scott! I have learnt from harsh experience that you cannot please everyone out there and it becomes even harder in the marketing world because well...your marketing to people!

    My latest product sold a significant amount of copies with rave reviews from some and refund requests from others. Just gotta take the rough with the smooth I guess!

    Thanks for sharing!
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  • Profile picture of the author sbucciarel
    Banned
    Originally Posted by Scott Ames View Post

    Reading threads here is an education. Folks here are marketers, but they have strong opinions on what they like and dislike.

    "I hate continuity"
    "Video sucks"
    "I won't read long copy"
    "I won't buy from anyone with a pen name"
    "Anyone that is associated with _____I'm not dealing with"
    "If you only offer PayPal I'm not buying"
    "ebooks without Page numbers? REFUND"
    I have strong opinions on some of those also, and there is a good reason for it.

    I hate continuity - Continuity scam costed me $300 and I had to cancel my credit card to get rid of them.

    Video sucks - I'm on dial-up and watching video is just not an option.

    I won't read long copy - You'd better have some compelling highlights in big letters because long copy bores the crap out of me. I skim for the pertinent info and if it doesn't jump out at me, I assume there is none.

    The rest are fairly lame in my opinion and not an issue for me, but probably are for some. I did get the no page numbers comments on my ebook once.
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