I had the unfortunate experience of purchasing a WSO from a particular warrior. The WSO product itself was bullsh*t, but introduced me to a new webinar service with fabulous features. In fact, I was so impressed with the features of the service, that I PM'd the warrior to ask a couple of questions (he stated he was seeking JV partners, and I thought I could send a LOT of business his way). Here's the question I asked (copied from the PM I sent him):
"Just purchased, and have a few questions...
1. Does [webinar service] work with mac computers? (it's not addressed on the website).
2. It's obvious you own the [webinar service]. Is it a software that you developed yourself, or did you private label something else? (I ask because I tried calling the number on the webiste to get the question about Mac's answered, and got a machine. I love the features, but am very concerned about getting quick support."
Here's what this guy responded:
"I use a mac. There is no phone support. If you want your money back we are happy to give it. I don't want any customers who are upset, I have plenty of good ones that are my JV partners which is what I'm looking for."
OK, it's obvious English is a 2nd language for this guy, so - in spite of the fact that another warrior posted on the WSO thread that he was very rude, I decided to give the dude the benefit of the doubt. So I wrote:
"You have not answered my concern about [webinar service]. It sounds great but if there's a problem, how quick is support?
You've already stated there's no phone support. So, if someone has a webinar and something isn't working properly, how quickly can they get help??? THAT is what I'm trying to find out.
I am an interested customer."
The rude dude just doesn't get it.... he's either not reading the message, or he really can't understand English, or he's just really obnoxious. Here's what he replied (his FULL response):
"I said there is no phone support."
Normally, I would just wipe the sh*t off my hands and move on at this point. But, the service looked really good, so I hung in there and tried to make myself understood.
=>>>> (hang in there... there really IS a point to this story).
"Right. So, if someone needs help with their webinar, HOW do they get support? And how quickly can they get it?"
Here's his response (he's referring to the training product I purchased thru his WSO and STILL not providing me with the info I'm asking about the webinar service):
"There is no phone support, watch the modules and implement as it's instructed, if you can't get a refund. I don't sell babysitting or support etc... If you want that there is 100 other webinar systems, I don't claim to be the best or anything, I'm surprised you purchased this, ask for a refund there is 30 days you can get it. I don't think this system is for you. One of the others ones will serve you much better. I'm not trying to be rude I'm just trying to tell you I don't like support I like people to follow instruction and implement, I made videos showing how to do it and tons of people have done it WITHOUT SUPPORT. I know that is not for everyone, but I HAVE THE RIGHT TO OPERATE THIS WAY. I know it's not for you and most people, that is fine it's my right. Please ask for a refund my staff is happy to give it. "
Since this guy - who either doesn't understand English, or doesn't understand good customer service - runs the webinar service... at this point I decided to wash my hands of it.
=>>>> (Almost to the point of the story).
I wrote back:
"Just give me a refund. For the record, I've been holding webinars since the technology first became available. I don't need training on how to use a webinar or how to hold one.
I was VERY interested in being a JV partner... the prices were good, the features were GREAT. Unfortunately, you're treating me like I'm a pest... when, in actuality, I've been online since 1998, have a great reputation, and a huge list.
However, before I promote anything, I need to make sure people can get support. It sounds like you're saying that, if something goes wrong with your webinar software, then it's the customer's problem.. you don't provide any support. "
I then submitted a refund request to his staff, with the caveat that - if I didn't get the refund within 24 hours - I would perform a chargeback (I don't usually get this aggressive, but I didn't trust this guy as far as I could throw him).
Shortly after, I got another PM from the rude dude:
"Wow, my staff just told me what you wrote and how your threatened us with a charge-back. They are issuing you a refund as we speak, please go find some other company to work with, we are not a match!"
"No kidding. If you want to sell products, maybe you should treat your customers with a little respect."
=>>>> And, here it is... the point of the story!
This is what he replied to me (UNBELIEVABLE!):
"I disagree with you. I teach my students to get rid of 10% (at least) of customers to make more money. I don't think you would agree with that philosophy. But I teach it for years now at 8 or 9 of my last bootcamps.
The reason I came to america is I can say or do what ever I want! Those who don't like have the freedom to pick somoene else they like! I know 1000+ people hate me, I'm fine with that!"
Hey rude dude... make that 1001+ people who hate you. I'll happily count myself among that group.
According to this guy, after 12 years of running a successful internet based business, I've been doing it all wrong! I've been NICE and respectful to my customers. I've provided support for my products. I've even (heaven forbid!) treated my customers like they are human beings!!!!
I'm amazed that this guy thinks just because he's in America and CAN say anything he wants, that he WILL say anything he wants... and thinks it won't come back to bite him in the rear end.
So warriors... what do YOU think?
It is better to be rude and obnoxious, and not provide any support at all for your products and services, and get rid of 10% of your customers? ... Is it really a BETTER business practice?