Spoon feed them and it's still isn't enough!!!

16 years ago

Refund and move on. The customer is NOT always right.

Only you can determine when enough is enough.

ALWAYS be polite and professional though! When you refund, just appologize for the product not meeting their needs.

Setup a pay per ticket support system for some or all products services.

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Kevin Riley 16 years ago

David

I had one recently that I could see heading this way. Didn't even read the directions, just started e-mailing me about 10 minutes after receiving the product. After 3 e-mails I simply refunded and sent a polite note that IMO the product was not suitable for him.
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Kevin Riley, long-time Warrior living in Osaka, Japan
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- thegamecat 16 years ago
  
  Same deal with me, cut lose and move on.
  
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  David_Thompson 16 years ago
  
  BIGMIKE, Kevin, guys thanks man...
  
  The thing is you try to help everyone you know what
  I mean because you want them to experience the same
  sort of success you , me and others have while working online...
  
  So you try and bend over backwards for them but I have notice
  you can't do that for everyone it will just clough your head and
  support system...
  
  --David
  
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BIG Mike Banned 16 years ago

[DELETED]

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- Kevin Riley 16 years ago
  
  Originally Posted by BIG Mike
  
  I'm not going to be married to this guy for life (that's a Greek expression by the way).
  
  Yeah, we know. This from the guy who shows interest in my brother-in-law :-D
  
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  David_Thompson 16 years ago
  
  BigMike you crack me up with your greek expressions man....LOL
  
  I'm not going to be married to this guy for life (that's a Greek expression by the way).
  
  My greek buddy over here in Stockholm is the same man
  make me laugh till I cry...LOL
  
  --David
  
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  BIG Mike Banned 16 years ago
  
  [DELETED]
  
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  David_Thompson 16 years ago
  
  BIGMIKE you are f***ing nutter...LOL
  
  Love the humor man...lol
  
  --David
  
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  BIG Mike Banned 16 years ago
  
  [DELETED]
  
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  jhongren 16 years ago
  
  When is it good to say i don#t want you as a customer?
  
  I will fire my customer if they take up 80% of my time and only contributing 20% of the profits. LOL
  
  John
  
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  Ken Leatherman 16 years ago
  
  David,
  
  You are an extremely wise man as you laugh at Big Mike's joke. Even though he looks like a big green greek frog, he has two cousins from Sicily, which appear at your door late in the night, when you don't laugh.
  
  Ken
  
  P.S. For a fee he will send them to see your customer.
  
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  lakshaybehl 16 years ago
  
  NO CONSULTANCY FOR PEOPLE BUYING 9.97 STUFF.
  
  Do that for 247 dollar stuff at least!
  
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  dougp 16 years ago
  
  These customers exist in all industries. I learned early in my career that no matter how much time and effort you invest in your product, some customers will always want more, and it seems like it tends to be those that invest the smallest amount of money as well. After a couple of emails, if you feel that things are not going anywhere then it would be better to refund and move on with your business, case solved.
  
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Chipt

16 years ago

Originally Posted by David_Thompson

Hey Guys,

every had a customer where you would bend over backwards
to help them and it seems like they want you to do all the work
for them....

I've had this customer that I went beyond the call of duty to help but
I was left with the feeling they wanted me to do all the work and they
could just reap the benefits of my labour and the worst part is i gave
them consulting for free after paying for a $9.97 product.

And with all of that they turn around and bitch about everything and
moan about guru this and the other, but I'm no guru and not looking for
that status but it felt that these people don#t want to put in the time
and just cloug your helpdesk to get attention.

Every had anyone like guys...

When is it good to say i don#t want you as a customer?

--David

The "Push-a-button-and-watch-money-float-in-magically-while-laying-around-in-your-underwear-adding-nothing-at-all-of-any-effort-or-consequence" model still exists...

... And so do the loser time vampires who steal your products and after sucking every drop of blood and time out of you that you'll permit them to have... then they refund.

The core issue IMO is that their 'entitlement mentality' and complete lack of the critical ingredient "Want To" has doomed them to the dungeons of despair and the negative side of life because it is always someone else's fault.

GOSH that was a mouthful but I think I got it all in...

Chip Tarver

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David_Thompson 16 years ago

Chip your the man that was awesome bro...lol

So true man it was a mouthful...lol

--David
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- Chipt 16 years ago
  
  Originally Posted by David_Thompson
  
  Chip your the man that was awesome bro...lol
  
  So true man it was a mouthful...lol
  
  --David
  
  Thanks, David -
  
  I almost hyperventilated trying to say all that so succinctly...
  
  Chip
  
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braver55b

16 years ago

Considering the followup service you offered to this guy, it probably cost you far more than $9.97 of your time, Refund and move on so you can get to the business of generating more sales :-)

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David_Thompson

16 years ago

braver, I do understand what you mean and it isn't
about the money but it's that feeling of you know it
works and if the person just apply a little effort it
will work for them too and I hate people that just
chuck the towel in with out trying...

That piss me off to no end man..

So you try and help but I do see what you are saying...

--David

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Collette

16 years ago

Originally Posted by David_Thompson

...but it's that feeling of you know it
works and if the person just apply a little effort it
will work for them too and I hate people that just
chuck the towel in with out trying...

That piss me off to no end man..

--David

You can lead a horse to water, but you can't make him drink. Success is not for everyone. Some people won't take it at any price. Not even $9.97.

You can't change someone who doesn't want to be changed. And SAYING you want your life to be different, and actually DOING something to MAKE it different, are two entirely different things. As you've discovered.

Just think of how profitably you could have used all the energy you've been wasting on this guy...

Refund. Get rid of him. Move on.

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David_Thompson 16 years ago

Hey guys,

thanks for the great feedback
it seems like the best option is
to fire these customers early
otherwise it can turn into a
major business nightmare.

--David
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- Roy Carter 16 years ago
  
  David - They are not all locked up!
  
  Every one of us will have experienced the sort of person who will email you 5 minutes after getting the product and then ask a ton of questions where the answers are ALL in the product if they'd just read it!
  
  It can be very frustrating because you really want to help these guys but you soon realise that there are people who would really just like to have you do the work for them, create the income and go to the bank for them to pay in the checks on their behalf.
  
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  Colin Evans 16 years ago
  
  And just how to do plan on showing that customer how your product works when they think the CD tray on their computer is a cup holder?
  
  Thanks
  
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  Chipt 16 years ago
  
  Originally Posted by Colin Evans
  
  And just how to do plan on showing that customer how your product works when they think the CD tray on their computer is a cup holder?
  
  Hey, Colin -
  
  Yes, I've heard of the CD coffee cup holder group, too... and isn't this the very same group whose girlfriends keep repeatedly telling them the start button is NOT located on their computer screen?
  
  Chip Tarver
  
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ukonline

16 years ago

"When is it good to say i don't want you as a customer?"

When you realise they show at least some of the
signs of being a sociopath.

Profile of the Sociopath

Brian.

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seasoned 16 years ago

Frankly, if I had my life to live over again, here is what *I* would do:

1. If the questions are overly stupid, and they have no potential to help me, REFUND ASAP!
2. If the questions are moderately stupid, and they have no potential to help me, provide up to 1 hour, or half the value of the product, whichever is more, and THEN REFUND.
3. If the questions show a problem with the product, provide perhaps 10 times the potential worth of the product of consulting, and refine it, before insisting on a refund. If they last long enough, maybe give them a gift, in addition to an updated version of the product.
4. Of course, if they can help me, then the time should be greater.

Of course, if they ask for a refund, just give it.

Too many times, I get caught up in trivialities, etc... I once made a domain interface. It DID need work, but a customer asked for WAY too much. I switched to another, and it worked ok, until the provider created problems, and I abandoned it. I eventually changed to another interface that is certainly not the best, and cut prices to the bone. The customer STILL complained. The interface? GO DADDY!

There is really no way you can satisfy everyone.

Steve
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valerieSONORA

16 years ago

Originally Posted by David_Thompson

Hey Guys,

every had a customer where you would bend over backwards
to help them and it seems like they want you to do all the work
for them....

I've had this customer that I went beyond the call of duty to help but
I was left with the feeling they wanted me to do all the work and they
could just reap the benefits of my labour and the worst part is i gave
them consulting for free after paying for a $9.97 product.

And with all of that they turn around and bitch about everything and
moan about guru this and the other, but I'm no guru and not looking for
that status but it felt that these people don#t want to put in the time
and just cloug your helpdesk to get attention.

Every had anyone like guys...

When is it good to say i don#t want you as a customer?

--David

Some customers you gotta fire right away.
Once you see how much of a pain they are, send them on their merry way. Just tell them, I can't help you.
See the thread "you can't make everyone happy"
I learned from experience there was one guy who I bent over backwards for and went through all kinds of trouble for him I normally wouldn't go through just as a courtesy and instead of a thank you, he kept bouncing back with more whining and obsessive badgering.
I realized how much time I wasted on him and he was actually losing me money and time cause I was spending all kinds of time on him for nothing.
I've learned the warning signs of "customers" not to deal with and if anyone shows those signs, I wouldn't come near them with a pole. They are nothing but trouble.

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