Are You A Complainer? There's The Frickin' Door!

40 replies
OK, you know who I am talking about...

The guy that has done nothing but complain about everything since he bought your product or joined your site.

The lady who consistently sends you emails telling you what you should do or how you should change your product or site.

The idiot who never reads your TOS or product emails because they bought with a damn throw away email address.

...the complainer.

Don't get me wrong, I am one of the most patient people you will ever meet, and I have a great deal of respect for those who need a little extra push.

But at a certain point, the time they take up in your day ends up costing you more than they are paying for their product/service.

So the question is - at what point do you let them know that they are getting annoying and/or kick 'em to the curb?

Thanks for listening, I feel better already.
Allen
#complainer #door
  • Profile picture of the author ryanman
    So you think you aren't complaining right now? Where is the door
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    • Profile picture of the author Daniel Brock
      Allen,

      There is a good portion of people that I have interacted with that have that mindset.

      Typically it's because they are skeptical and are not 100% committed to the trade.

      These are your get rich guys/gals for the most part.

      It's pretty common IMO.

      All I do is try my best to help them out and if they get mad, they get mad. Nothing else you can do about it.
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      • Profile picture of the author discrat
        I have had it up to here with these Threads , and I am fed up with people complaining about Complainers !!
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        Nothing to see here including a Sig so just move on :)

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        • Profile picture of the author lcombs
          Originally Posted by discrat View Post

          I have had it up to here with these Threads , and I am fed up with people complaining about Complainers !!
          So, you're complaining about people who complain about complainers?

          I love it!
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          • Profile picture of the author Scott Ames
            Originally Posted by lcombs View Post

            So, you're complaining about people who complain about complainers?

            I love it!
            So you are complaining about people that complain about people who complain about complainers.
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            • Profile picture of the author AndrewCavanagh
              They're just telling you what's missing in your product...either more clear directions or extra products you could create and SELL.

              Listen closely...there's often gold in those people who seem annoying.

              Yes some people are a pain in the arse but often you can significantly improve your products and create more products from the needs they're telling you they have.

              Kindest regards,
              Andrew Cavanagh
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            • Profile picture of the author lcombs
              Originally Posted by Scott Ames View Post

              So you are complaining about people that complain about people who complain about complainers.
              Of course!
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      • Profile picture of the author Allen Graves
        Originally Posted by Daniel Brock View Post

        Allen,

        There is a good portion of people that I have interacted with that have that mindset.

        Typically it's because they are skeptical and are not 100% committed to the trade.

        These are your get rich guys/gals for the most part.

        It's pretty common IMO.

        All I do is try my best to help them out and if they get mad, they get mad. Nothing else you can do about it.
        Thanks.

        The funny thing is that although they complain all the time - they don't leave! LOL

        AL
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  • Profile picture of the author J Bold
    Ok, so you are complaining about complainers? You see the humor in this?

    Quit complaining you whiny baby time waster (joke).
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  • Profile picture of the author Allen Graves
    Originally Posted by Allen Graves View Post

    OK, you know who I am talking about...

    The guy that has done nothing but complain about everything since he bought your product or joined your site.

    The lady who consistently sends you emails telling you what you should do or how you should change your product or site.

    The idiot who never reads your TOS or product emails because they bought with a damn throw away email address.

    ...the complainer.

    Don't get me wrong, I am one of the most patient people you will ever meet, and I have a great deal of respect for those who need a little extra push.

    But at a certain point, the time they take up in your day ends up costing you more than they are paying for their product/service.

    So the question is - at what point do you let them know that they are getting annoying and/or kick 'em to the curb?

    Thanks for listening, I feel better already.
    Allen

    Whoa! Tough crowd.

    Read it again.

    I'm not complaining, I am asking a question.
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  • Profile picture of the author theimdude
    Originally Posted by Allen Graves View Post

    OK, you know who I am talking about...

    The guy that has done nothing but complain about everything since he bought your product or joined your site.

    The lady who consistently sends you emails telling you what you should do or how you should change your product or site.

    The idiot who never reads your TOS or product emails because they bought with a damn throw away email address.

    ...the complainer.

    Don't get me wrong, I am one of the most patient people you will ever meet, and I have a great deal of respect for those who need a little extra push.

    But at a certain point, the time they take up in your day ends up costing you more than they are paying for their product/service.

    So the question is - at what point do you let them know that they are getting annoying and/or kick 'em to the curb?

    Thanks for listening, I feel better already.
    Allen
    So tell me Allan me complaining there by AF side a bit .............. would that fall in the same category
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    • Profile picture of the author Allen Graves
      Originally Posted by theimdude View Post

      So tell me Allan me complaining there by AF side a bit .............. would that fall in the same category
      Sorry, I didn't understand your question.
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      • Profile picture of the author butters
        My sandwich shop forgot to put cheese in my roll today I left.

        "The idiot who never reads your TOS"

        Lol, what normal person reads the TOS, do you read the TOS on everything you use... What was in the TOS which made it such a vital thing to read?
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        • Profile picture of the author Allen Graves
          Originally Posted by butters View Post

          My sandwich shop forgot to put cheese in my roll today I left.

          "The idiot who never reads your TOS"

          Lol, what normal person reads the TOS, do you read the TOS on everything you use... What was in the TOS which made it such a vital thing to read?
          The fact that all sandwiches must come with cheese.
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      • Profile picture of the author theimdude
        Originally Posted by Allen Graves View Post

        Sorry, I didn't understand your question.
        I am starting to get inpatient of the lack of support with Article Friendly
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  • Profile picture of the author FloridaRay
    Whoa! I agree with you Allen. Sometimes people's patience wears thin.
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  • Profile picture of the author acrasial
    Originally Posted by Allen Graves View Post


    So the question is - at what point do you let them know that they are getting annoying and/or kick 'em to the curb?

    Thanks for listening, I feel better already.
    Allen

    You should do it right away, if that is how you are going to look at things. That is better than trying to come back later and then throwing things in their face, because when you do that LATER, you end up looking like the complainer and the person you just described.


    And as others have said, you are complaining about complainers. Thus, if you have the idea that you don't want to be dealing with people who are dissatisfied and will always complain, then get the "cut off" attitude. Cut them off RIGHT AWAY.


    Otherwise, if you cut them off later, and listen to that, you bow down to their level, and technically become a hypocrite.
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  • Profile picture of the author mmurtha
    Hey Allen,

    I think it depends on the individual because evryone is different, everyone's toloeration limit is different, their needs are different, etc ... There are cronic complainers and there is nothing you can do for them, they will always complain.

    I think the key here is for you to know and understand whether or not you want to keep them as a customer and what you will tolorate.

    In other words take it on a case by case basis. That's what I do.



    And no, I didn't think you were complaining either.
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  • Profile picture of the author Dennis Gaskill
    As a rule I try to help everyone, even those who cost more time than their purchase would merit. Where I cut it off is when it becomes evident that the person isn't trying to help themselves.
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    • Profile picture of the author Jeremy Morgan
      Originally Posted by Dennis Gaskill View Post

      As a rule I try to help everyone, even those who cost more time than their purchase would merit. Where I cut it off is when it becomes evident that the person isn't trying to help themselves.
      That's usually where I step out as well. It all depends on the attitude. When people start attacking me, making threats etc I hit the refund button and walk away. When people genuinely need help and are respectful about it, I'll go a long ways for them.
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  • Profile picture of the author Sleaklight
    Not only do people that don't read TOS or product emails but mostly people who don't read forum descriptions. I run a 25,000+ member site and happens a lot there and I see it way too much here as well.
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  • Profile picture of the author ozduc
    Originally Posted by Allen Graves View Post

    OK, you know who I am talking about...

    The guy that has done nothing but complain about everything since he bought your product or joined your site.
    Might be a good opportunity to take note of what he is complaining about as there may be other customers who feel the same way but just keep quiet about it.

    Originally Posted by Allen Graves View Post

    The lady who consistently sends you emails telling you what you should do or how you should change your product or site.
    Again this lady could represent your target customer and if she doesn't get it the way it is maybe there is room for change.

    Originally Posted by Allen Graves View Post

    The idiot who never reads your TOS or product emails because they bought with a damn throw away email address.
    I've got to admit I haven't read too many TOS agreements, although I've never purchased with a throw away email address.

    All that aside if your site is perfect and your customer support 2nd to none, Kick 'em to the Curb
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  • Profile picture of the author Jeremy Aragon
    Allen, I get what your saying man. I've dealt with the same 'complainer' on all kinds of levels from IM to pest control to drug dealing. What I'm assuming I am doing wrong is 'enabling' the client. It often seems the more 'out of my way' I go for them in the name of superior customer service the more they take and demand, feel me?
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    • Profile picture of the author Dennis Gaskill
      Originally Posted by Jeremy Morgan View Post

      That's usually where I step out as well. It all depends on the attitude. When people start attacking me, making threats etc I hit the refund button and walk away. When people genuinely need help and are respectful about it, I'll go a long ways for them.
      We think a lot alike in this matter. It's not always as it seems though...

      Some people use the mechanism of complaining to get others to do for them what they should be doing for themselves. You can turn the tables on them in some circumstances by giving them some tasks to do before you can answer their questions or address their complaints. Rather than completing the tasks that will help you help them better, they just go away because they don't want to help you help them, they just wanted you to help them while they do nothing but use your time.

      LOL - You learn a lot about people if you spend enough years in this business.
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  • Profile picture of the author Allen Graves
    Hi Andrew,

    It's like this.

    You go to McDonalds and complain because the Big Mac was made with beef instead of chicken.

    Well, McDonalds may like the idea and decide to market a new Bic MacChicken sandwich. WIN - WIN

    But this same guy comes in every day and complains that the fries are made from potatoes, it's Coke instead of Pepsi, the lettuce is not Romaine, the color of the building is red and not blue (along with a 2 page essay on why blue is his favorite color), the drive thru lane will not accomodate a tractor-trailer truck, the towels in the mens room are not made from recycled soda bottles, the milk shakes are too thick, the hamburgers are too cheap and the cheesburgers are too expensive, the spicy chicken is too hot and the they need more pictures on the walls.

    I understand where you are coming from Andrew, and those people are definitely worth listening to. As I said, I respect those who need a little extra push.

    But I'm talking about the guy at McDonalds.

    Allen

    p.s. I am out of my alloted thanks for the day. So thanks everybody!
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    • Profile picture of the author Amber Jalink
      Hi Allen,

      There are some people you just *can't* please, no matter what you do, no matter how much time you spend with them.

      Yes, I agree - sometimes it comes to a point where you spend more time with them, or answering questions, etc., and it becomes beyond your time paid for.

      I've had this happen to me on occasion - I won't even go into details (the biggest offender lol) - but one person who did this to me, I ended up "firing" them.

      Sometimes you just have to be firm, draw the line and say, "I've spent well beyond the amount of time... it seems that you just aren't happy no matter what I try to do for you, so I think it's best that we both part ways".

      And - when you say they keep coming back, YES add in your terms (even if you have to put it in your sales pages) - that "repeat refunders" or "repeat complainers" (or however you want to word it LOL) - will not be dealt with.

      There are about 3 people over the years that I have actually manually removed them from all of my mailing lists, membership sites, etc., so that they never get an email from me again. Of course, yes, they could re-sign up, but only one did that and asked why he hadn't heard from me in so long

      Hope this helps.

      Amber
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    • Profile picture of the author Popstar
      Originally Posted by Allen Graves View Post


      It's like this.

      You go to McDonalds and complain because the Big Mac was made with beef instead of chicken.

      Well, McDonalds may like the idea and decide to market a new Bic MacChicken sandwich. WIN - WIN

      But this same guy comes in every day and complains that the fries are made from potatoes, it's Coke instead of Pepsi, the lettuce is not Romaine, the color of the building is red and not blue (along with a 2 page essay on why blue is his favorite color), the drive thru lane will not accomodate a tractor-trailer truck, the towels in the mens room are not made from recycled soda bottles, the milk shakes are too thick, the hamburgers are too cheap and the cheesburgers are too expensive, the spicy chicken is too hot and the they need more pictures on the walls.

      I understand where you are coming from Andrew, and those people are definitely worth listening to. As I said, I respect those who need a little extra push.

      But I'm talking about the guy at McDonalds.

      Allen
      Allen,

      The person you're describing is a loser who's looking for attention because in "real life," probably no one pays attention to him. There's a difference between dealing with genuine customer complaints (which can help your business as Andrew pointed out) and the types of attention-craving lunatics you're talking about.

      The more you answer them, the more they'll come back.

      Let's face it... if they really wanted Pepsi instead of Coke, they'd go to someone who sells Pepsi... they wouldn't keep complaining to the guy who sells Coke.

      You already know the answer to your question. Refund them politely and move on.

      You're running a business, not a babysitting service.
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    • Profile picture of the author Dan C. Rinnert
      Originally Posted by Allen Graves View Post

      ...the hamburgers are too cheap...
      That's an easy fix. Charge him more.

      As for the rest, you're on your own.
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  • Profile picture of the author BiancaRaven
    These people crop up from time to time for everyone, I'm sure. In most cases, I choose to remove these types of people from my mailing list with a polite message letting them know that my products probably aren't right for them at this point in their lives.

    Unfortunately, when you get those real @$$hole-types who are determined to trash you and write miserably nasty, unjustified comments about your work because they feel like complaining, the only thing you can do is remain professional and don't give in to their reduced level of intelligence or negative mentality.

    Shrug it off and move on. Life's so much easier when you go through it with a smile
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  • Profile picture of the author GameLinx
    One member I had, only complained about rating images on my site. That is all he would come online to do, is rate images, and speak to me in a language I had to translate in Google translator, so I could understand him. This waisted my time so bad, I could have done something productive on my site.

    I finally stopped responding to him, and he left, and never came back...
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  • Profile picture of the author sbucciarel
    Banned
    Originally Posted by Allen Graves View Post

    OK, you know who I am talking about...
    Actually, I get what you are saying ... and it's not always just complaining. Basically, it's customers who are such a time suck, that they cease to be profitable. Doesn't matter whether or not it's complaining or the ones who haven't discovered Google yet and ask endless questions that could easily be answered by searching for the answer. It's all the same. They are so high maintenance, that any profit you have made has vanished in the amount of time you have to spend to appease them or teach them.
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  • Profile picture of the author Bryan Douglas
    I've learned that 20% of the people cause 80% of the headaches/problems in business. Cut out the 20% and you have less stress. The 80/20 rule goes for a lot of things.
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    • Profile picture of the author butters
      Originally Posted by Bryan Douglas View Post

      I've learned that 20% of the people cause 80% of the headaches/problems in business. Cut out the 20% and you have less stress. The 80/20 rule goes for a lot of things.
      I learned that random % are really cool, its like, I thought 20% of my sandwich would be cheese but to my surprise it wasn't, it was really 14.6% or was it 13.2% oh what the hell we will say 14.1%.
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  • Profile picture of the author Imran Naseem
    Banned
    I just ignore them. People constantly complain, even your own competitors start complaining when they see you do well and then start taking personal swipes against you in their emails and make it out as though "its business as usual".

    *rolls eyes"
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  • Profile picture of the author Zack Lim
    I will try to help them as much as possible in the beginning. But if I start to realize that they are just looking for trouble and they are not genuinely interested in helping themselves, I will just refund them the money and ignore them.

    It is just like the case where you have given the person a winning lottery ticket where they will just need to go and claim it. But if that person even want to complain about putting in the effort and time to claim the winning ticket, I will personally feel that this person is not even helping himself and it will not be worth my time to help this person.

    As Popstar has mention: we are running a business, not a babysitting service.

    Hope my humble contribution is useful

    Zack
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  • Profile picture of the author Allen Graves
    Thanks everybody.

    I appreciate the comments - most of them, anyway - and now have a different outlook on things...one that will both allow me to handle these people and also will allow me to look at them in a different light.

    Cheers,
    AL
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    Every day I check the obituaries. If I don't see my name there, then I know it's going to be a good day!
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  • Profile picture of the author BIG Mike
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    [DELETED]
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    • Profile picture of the author theimdude
      Originally Posted by BIG Mike View Post

      I define complainers as the folks who will do and say anything to ensure that you are not able to satisfy them no matter what you do. They live their sorry little lives out pissed off at the world - I can't imagine being that way.

      Fortunately, they make up a very small percentage of customers...but they seem to think they're going to take up 100% of our time. I give them a choice...quite bitching and show a little courtesy or hit the fracking road.

      Life's too short to get overwhelmed with someone else's constant negativity...
      Hey Big Mike I have a complaint to you. Early today after I received a email on you "RABBIT" coupon I started a thread here wanting to share it the thread was deleted. Why was that???

      I got your Videobot and Padbot today thanks (now I have them all)
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  • Profile picture of the author Fernando Veloso
    Originally Posted by Allen Graves View Post

    So the question is - at what point do you let them know that they are getting annoying and/or kick 'em to the curb?
    It's not the when, it's the how you do it.

    Before spending (more) 2 hours with them, send a quote of 2 hours X $$ for their approval.

    If they approve it, they'll get your help - maybe for free - it's your choice. But if they don't approve it and ask for a freebie, remind them you need to work and make cash, and maybe when you have time for freebies, you'll get back to them - but first you need to take care of paying customers.

    Santa does not live here anymore.

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  • Profile picture of the author Marhelper
    Once it becomes clear that they do not have a desire to be proactive then it is time. I think it comes down to discernment and being able to do so comes with time. There are some people that are just negative but do not want to be and with those that fit into this category, I have a great deal of patience. Those that have no agenda other than putting you down then the door opens REAl fast.
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  • Profile picture of the author senderbot
    Hi,

    I think that the people who take the time to complain to you about your product are at least interested enough that they are open to starting a dialogue with you. Perhaps if you see through the complaint you can help create an evengelist for your product.

    Its the people who complain to everybody except you that I would worry about. Those are the folks that could really damage your business and there'd be little you could do about it.

    I'd encourage the complainers to send you feedback as much as possible... and maybe you can sell them something else perhaps more appropriate to their needs.

    Cheers

    Max
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