Today I got a customer who was extremely rude, and at times quite profane.
He was unhappy that I sent him three emails in one day.
Now, here's why that happened. I have my welcome message of course, then I have 8 straight days where I send one email per day with a freebie or two or a tip. After that I send out only a weekly broadcast or two.
This is all explained on my squeeze page, people know what they're signing up for before they opt in.
I made some changes to my squeeze page + download page, but forgot to update the link in the welcome email. I then got a few emails saying the link didn't work. So, I had to send out a broadcast to those on my list explaining about the broken link and with an updated link.
I also had a giveaway event broadcast scheduled. So on this one occasion and this one occasion only, I sent out 3 in one day. My own policy is to try not to send out more than two a day, and even that is to only be on the rare occasion.
I got a couple of unsubscribes, unsurprisingly.
But, I got one guy in my inbox who was adamant that I was "spamming him", and that "that's not what he signed up for" he even called me a prick in the final email and that I'm arrogant.
He even gave me a "free lesson" in marketing (who's the arrogant one?), by saying that "even if someone subscribes to 'one email per day for 8 days and that they know they might get more than one email on occasion after that' they don't want it, even if that's what they're signing up for". Is he on to something there? I'd like your thoughts on that one. Maybe he's right. But then I only got a 2 unsubscribes.
Now, in honesty, I'm quite inexperienced in email marketing. In fact this is my first time building a proper list. I just want to know other people's views on this.
I tried my best to stay gracious in my answers and not be a bit of a douche and I even wished him good luck (though he probably put his own negative tone into that line rather than my sincere tone), but I think that my attempt at not reacting to his behavior made him think I was being arrogant or something like that.
I just want to know how the more experienced marketer (and email marketer in particular) would have dealt with it, and if there are any general tips on how to handle overly aggressive complaints.
I have a pretty thick skin I like to think, so I can take criticism even if it's not constructive, but to have abuse hurled at me for sending a few emails is bad crack. I don't take it personally, however.
Any help on this one?