Rude Demanding Customer with Alternative Motives

23 replies
How do you recover your reputation when a customer attacks your product or service in pure spite, if not alternative motive.

Do you tell everyone the whole situation so that they understand that it is not the accurate description of your service?

Do you simply apologize to the customer, publicly?

Or do you just not address the issue at all?
#alternative #customer #demanding #motives #rude
  • Profile picture of the author Anomaly1974
    If the customer is unable to adversely impact your business to any great degree, just move on and understand that you can not please everybody all of the time. However, if they are filling the web with outright lies, it could lead to charges of libel if it costs you business and you can prove that it is not true. Other than that, figure out which keywords he is using to bad mouth you online, figure out where the pages are, match the keywords, own the front page of the SERP with your answer to their allegations and at least people will have the opportunity to see both sides of the story. In some instances, the customer's complaints are fully justified however, and if that were the case, I would still do the same thing ... but only after I had rectified the situation and made sure that it was no longer an issue.

    Just my two cents.
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    • Profile picture of the author manzilla911
      Originally Posted by Anomaly1974 View Post

      If the customer is unable to adversely impact your business to any great degree, just move on and understand that you can not please everybody all of the time. However, if they are filling the web with outright lies, it could lead to charges of libel if it costs you business and you can prove that it is not true. Other than that, figure out which keywords he is using to bad mouth you online, figure out where the pages are, match the keywords, own the front page of the SERP with your answer to their allegations and at least people will have the opportunity to see both sides of the story. In some instances, the customer's complaints are fully justified however, and if that were the case, I would still do the same thing ... but only after I had rectified the situation and made sure that it was no longer an issue.

      Just my two cents.
      great in-depth insight and appreciate your advice
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  • Profile picture of the author artwebster
    If one customer can put you into a situation where you need to recover your reputation, you either don't have many customers or you don't have much of a reputation.
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    • Profile picture of the author manzilla911
      Originally Posted by artwebster View Post

      If one customer can put you into a situation where you need to recover your reputation, you either don't have many customers or you don't have much of a reputation.
      little bit of a random statement attributing no value, but thanks for taking notice to the thread
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      • Profile picture of the author artwebster
        Originally Posted by manzilla911 View Post

        little bit of a random statement attributing no value, but thanks for taking notice to the thread
        That's an interesting observation but what is it based on?

        Is my use of the English language so exotic that you don't understand what I am saying.

        Let me elucidate:-

        If you have a repuation and the words of one person can damage that reputation to such a degree that it needs to be recovered, the reputation was fragile to start with and was not based upon good, solid relationships - indeed, it hardly qualified to be called a reputation at all.

        If you have a repuation and the words of one person can damage that reputation to such a degree that it needs to be recovered, you can only have a small number of followers and they form such a clique that the destructive words of one will be appraised by the others and accepted at face value in the absence of a degree of trust in you that would lead them to accept that the destructive words were not really relevant.

        My statement was not random - it was designed to draw to your attention circumstances that would make your reputation fragile in the (vain) hope that you would recognise a path towards preventing the same situation arising in the future.

        There are none so blind who will not see.

        Something about gift horses springs to mind . . .
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    • Profile picture of the author Daniel Molano
      Originally Posted by artwebster View Post

      If one customer can put you into a situation where you need to recover your reputation, you either don't have many customers or you don't have much of a reputation.
      Agreed.

      I once got threatened by a client saying he would attack my product(s) and give them bad reviews because I wouldn't do things his way. This is what I replied:

      "Feel free to waste your time and effort doing so, it's your word against thousands".

      It's true when people say that you can't please everyone.

      And by the way Art, I'm going to be adding that to my quote book.
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  • Profile picture of the author ToTellAStory
    I'd just address the issue once and tell my side of the story. Why once? Well, no matter how many times you address it, people will still pass judgement. Just once, then move on. Be the better person.
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  • Profile picture of the author michaelmac
    Hi Alan,

    I'm guessing that i'm the customer you are talking about here as i have had unfortunate dealing with one of your WSO's over the last 11 days! If that is the case please have the 'you-know-whats' to name me please! I only passed on my unfortunate experience with your services to forewarn my fellow Warriors...after all i consider it common courtesy to do so; wouldn't you appreciate it? I know i would.

    As for the alterior motive tread very carefully my friend. I told you that i have no intention of using what you passed onto me, and i believe you are in the process of cancelling my accounts with the various sites...that's fine.

    Listen, in a nutshell you offered a service that generously should have taken 24 hours if you are doing this full-time. You took 10.5 days from payment. I then had issues with the quality so a combination of both spurred me to ask for a refund; which you graciously granted. That should have been end of story, so lets just leave it at that. Hopefully we both learned something from it, and if i were able to i'd shake your hand.

    Michael
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  • Profile picture of the author michaelmac
    Just as an aside, Alan is offering what sounds like an awesome SEO package which in my opinion can only bring increased traffic. In fact the copy reads so well that i was greedy for 2 and possibly more packages. I am surmising that the problem with his WSO is that it became so popular that he became overwhelmed with interest and fell behind with his orders. It can happen and is just unfortunate when it does.

    Although i don't need to justify my actions just for the record this is only the second refund i have requested, and been granted, in my time on WF. The offers i have been connected with over in the WSO section tend to be top drawer and beneficial.

    Best,

    Michael
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  • Profile picture of the author jkatzenback
    It happens and can be hard to deal with. Honestly the best thing to do is keep moving forward.

    One thing to consider too is moving forward to "Kill them with Kindness"

    Sometimes you can want to literally kick them in the face, but we need to realize those or instant gratification feelings and need to focus on the future.

    Some people are spiteful and there is nothing you can do.

    The reality is we all make huge mistakes, do things we do not think are going to bite us... but sure enough someone grabs onto it and makes it a living hell for you.

    The way I look at it is, if they would focus on growing their business as much as they are bitching about you, they would be well off. In fact recently I had a situation where the person actually made one of my support people cry... i had to finally tell the person that i want to work with them but obviously there is nothing i can do and if they want o spend their valuable time on a smear campaign instead of focusing on their business, then that's their decision. I told them if they could find it in their heart to forgive me for what it was that i did to upset them, that I would appreciate it and I wished them well.

    I never got a response after that and no indication of a negative post anywhere.
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  • Profile picture of the author michaelmac
    @Canuck1972 - did you read the 2 posts directly above yours...kicking people in the face is an interesting concept that frankly doesn't belong on this or any forum. Thanks though for your comment!

    Wanting to kill you with kindness!!!

    Michael
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    • Profile picture of the author Tom B
      Banned
      This happens when you start doing anything online. That is part of the problem with the internet.

      I have had my share of stalkers that demanded things or they were going to continue with lies and putting me down. I even had one on this forum.

      Just continue doing business as usual. Your customers know what you delivered so count on them to counter balance the negative comments. Don't let these terrorist tactics get you down. They will eventually get tired and go away to bug someone else.
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    • Profile picture of the author jkatzenback
      Originally Posted by michaelmac View Post

      @Canuck1972 - did you read the 2 posts directly above yours...kicking people in the face is an interesting concept that frankly doesn't belong on this or any forum. Thanks though for your comment!

      Wanting to kill you with kindness!!!

      Michael
      LOL it was an expression to express ultimate frustration, kind of figured that I did not need to explain that. thanks for making me chuckle though.
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  • Profile picture of the author michaelmac
    @ Thomas Belknap - did you read my 2 posts above...i'm only asking as it would appear from your comments that poor service is acceptable? Asking for a refund when you are unhappy with a product can hardly be construed as terrorist tactics. I have bought many times on WSO and leave positive comments regularly. I'm only you to clarify as i'm aware of your solid reputation here on the forum and as you have commented on this thread i'd appreciate your feedback.

    Best,

    Michael
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    • Profile picture of the author Tom B
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      Originally Posted by michaelmac View Post

      @ Thomas Belknap - did you read my 2 posts above...i'm only asking as it would appear from your comments that poor service is acceptable? Only asking you to clarify as i'm aware of your solid reputation here on the forum.

      Best,

      Michael

      Michael, I don't care how great your customer service is, there will always be someone who isn't happy with it. If you had a bad customer experience, ask for a refund and then move on.

      If someone isn't content and wants to continue belittling the seller online, well they are more than likely someone who has too much time and won't amount to much online anyway.

      BTW, I wasn't talking about you specifically.
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  • Profile picture of the author michaelmac
    Clarification received and accepted. The reason i came onto this thread was that i felt i had to defend my actions as the buyer. I can say this due to the recent transaction between myself and the OP, so i know that i am that customer. I know that refunds irritate all of us sellers but they happen for a variety of reasons that are the subject of another thread.

    Also, i consider my responses on this occasion to have been courteous, hardly belittling.

    As for time i'm allowed on forums, i try and limit myself to one hour per day on WF or any other for that matter.

    Michael
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    • Profile picture of the author Tom B
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      Originally Posted by michaelmac View Post

      Clarification received and accepted. The reason i came onto this thread was that i felt i had to defend my actions as the buyer. I can say this due to the recent transaction between myself and the OP, so i know that i am that customer. I know that refunds irritate all of us sellers but they happen for a variety of reasons that are the subject of another thread.

      Also, i consider my responses on this occasion to have been courteous, hardly belittling.

      As for time i'm allowed on forums, i try and limit myself to one hour per day on WF or any other for that matter.

      Michael
      Michael, don't waste your time defending yourself if you only have one hour per day on this forum.

      Like I said, I wasn't talking about you personally. I was talking in general based on my experiences. I have the best customers and sometimes one slips in that cause troubles. From your posts here, I am sure you would be in the best customer list.

      Now go make the most out of your time here.
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  • Profile picture of the author Tim Whiston
    You don't need to explain yourself to anyone unless you are guilty of something.

    If you know you haven't done anything wrong just move on and try to let this go. The fact is damage a customer can do with word-of-mouth is greatly exaggerated.

    Yes he or she might cost you a few sales by telling close contacts how evil you are, but if people are interested in your offer they'll buy anyway.

    In my region of around 400k residents, a certain fraudulent landscaping company has existed for over 10 years. Everyone I know is aware of the fact that said company is a friggin joke at best, and an absolute scam at worst - they have even orchestrated a couple of burglaries.

    Yet this company has never bothered changing their name. Why? Because there are enough prospects for them to not only get by, but thrive.

    I tell this story not to celebrate scam artists, but to illustrate that if these types of operation (indeed there are many in every market) can prosper certainly a good operation can move past the slander and gossip of one customer.

    Don't even worry about it. Anyone in business long enough is going to encounter one or two crazies who insist you're ripping them off.
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  • Profile picture of the author michaelmac
    Thomas, Tim, Canuck1972 - glad you came onto this thread to set me right. I'm going to just let this go as i'm now into o/t on this forum for today! I just try my best to give as much value as i can when i come on, well either that or to buy.
    @Canuck1972 - glad i gave you a chuckle my friend...life can be too serious sometimes!
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    • Profile picture of the author jkatzenback
      Originally Posted by michaelmac View Post

      Thomas, Tim, Canuck1972 - glad you came onto this thread to set me right. I'm going to just let this go as i'm now into o/t on this forum for today! I just try my best to give as much value as i can when i come on, well either that or to buy.
      @Canuck1972 - glad i gave you a chuckle my friend...life can be too serious sometimes!
      Now that is a perfect "Kill them with kindness" response!
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  • Profile picture of the author daisuke75248
    Change the subject and just ask them how you can help them. Replace the item or somethin.
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    • Profile picture of the author Kay King
      Do you tell everyone the whole situation so that they understand that it is not the accurate description of your service?
      No - you don't. Others don't care about the "he said, I said". But I don't think you start a thread about it either IF this entire problem was one dissatisfied WSO customer.

      Buyers are free to post positive or negative comments about their experiences in a WSO thread. A sales page overly long with loads of hype will generate questions if the service offered is not fully and clearly explained. The bigger the buildup - the more you are expected to deliver.

      The most negative comments seem to have come after you ignored a refund request by email - which will happen when you run a WSO but use pm's and email for questions rather than posting in the thread.

      Customers can be demanding and impatient. If you provide what you promised and clearly say when it will be done - and do it by then - your reputation will not be harmed.

      The lesson for you is that all communication with a customer is important and to be careful to explain clearly what a customer can expect and deliver exactly that.

      kay
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      • Profile picture of the author Megas
        It really depends on the situation,
        Is it possible the customer has a valid reason to complain? Make sure and if not then just move on and try to build your reputation by serving real customers by offering them good value.
        It is true that you can't please everybody but you should make sure that you aren't at fault.
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