People who want TOO much support

18 replies
What do you do with people who ask too many questions? I think that product creators should definitely provide support for their products, but what about people who just keep asking questions?

Where do you draw the line?

Do you answer the questions, tell them to pay to for help, or do something else?
#people #support
  • Profile picture of the author taffie
    It depends, if you feel they are time wasters, or just want to take you for a ride, do away with them I would say. But if you sense they are genuine t, then help them perhaps in exchange for a testimony.
    Eddington provides marketing advice and solutions to business owners, he is the founder of
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  • Profile picture of the author Nightengale
    You can offer 1, 2, 3, etc. group Q&A bonus calls. Or offer a 1-on-1 Q&A call (10 min., 30 min, etc.) as a bonus if you don't have enough for a group Q&A call. Offer a paid coaching program (a "lite" version or something more in depth) for any further help they may need.

    Tweak this to fit your offer.

    This allows you to be the "good guy" and offer good service, yet avoid time-wasters while allowing you the opportunity for more revenue.

    I just bought Dan Kennedy's Ultimate Lead Generation Machine and we get 6 follow up Q&A calls. It's awesome!

    Hope this helps!

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    • Profile picture of the author OnlineAddict
      When someone paid for my service, I always answered any amount of questions without even thinking to find a way out. Yes, sometimes I thought if its worth it to answer 30 emails for a few dollars, but I always did, as reputation is everything in any business. You may lose time and money on one customer, but that customer can refer you 10 more customers, you never know. If a company asked me to pay for support, I would drop them completely and forever, no way I would even consider using them in the future again.

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      • Profile picture of the author Laura B
        I would also take a hard look at your product and make sure that the questions you're getting are not things that you should have explained better. Of course, we all know people don't read things very carefully (sometimes not at all), but you want to make sure it's not something you're missing first.
        Free ebook: Affiliate Marketing: Just the FAQs
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  • Profile picture of the author Anthony171
    If you got time to answer it, then help them out. However, time is money, so spend it wisely.
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  • Profile picture of the author OnlineAddict
    One more time, if you can't afford to give support at your current price, simply increase your product price. But charging for a product and then for support, thats low, sorry.

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  • Profile picture of the author ceenote100
    Add a FAQ page.
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  • Profile picture of the author jeffreydale
    Add a common questions page and FAQ if you feel you're repeating yourself. Only answer questions that aren't covered in it, otherwise point them to the link/help file.

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  • Profile picture of the author CDarklock
    Originally Posted by Mike Hlatky View Post

    Where do you draw the line?
    Create a personal coaching option and put up a sales page for it.

    When someone is asking too many questions, tell them "you seem to have a lot of questions, so let me recommend the personal coaching where I will answer all your questions and give you direct individual help making this work for you." Then send them a link to the sales page.

    Poof, they will disappear. Of course, on the off chance they actually do decide to click the buy button (which ought to be for upwards of a thousand dollars), it should work.

    Then you can draw the line wherever you want, whenever you want, depending on the questions.

    EDIT: I should clarify here that some questions really do help improve products. Those questions, I love answering and will always do free of charge. Then I mail my buyers list, or update the FAQ, or even modify the product -as appropriate - to get the new information out there. But sometimes people want to know how they can best integrate your AdSense strategies into their Empower Network promotions, or use your Clickbank affiliate techniques on Commission Junction instead. That's essentially wanting a different product. And coaching is a different product. (Which I will probably write up and sell later.)
    "The Golden Town is the Golden Town no longer. They have sold their pillars for brass and their temples for money, they have made coins out of their golden doors. It is become a dark town full of trouble, there is no ease in its streets, beauty has left it and the old songs are gone." - Lord Dunsany, The Messengers
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  • Profile picture of the author Mr. Ken Russell
    Well, what I've learned is that a lot of people usually have the same questions. So.. instead of having to answer them personally one by one, I host a Q & A (questions and answers) webinar every week. That way I can answer questions directly and address my entire audience.
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  • Profile picture of the author murtuza
    list down answers to all the questions that you have responded in an FAQ. The next time all you have to do is copy paste and the answers and shoot them an email or just give them access to the entire FAQ you have before you answer the questions...

    Want to know my true story & how I got started with my internet business? What kind of problems I faced to get started & how I finally cracked the internet code? I have also prepared a 30 day blueprint for you to get started. No signup is required, just rush in to check out pure content ==> how to start an online business - And yeah, if you like what you read don't forget to 'like' & 'tweet' it. All the best :0)

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  • Profile picture of the author Austin80ss
    It's depends on quality of support you want to build.
    I know be greedy is a bad thing but when it comes to survival it's no time to waste.
    Select top priority clients and give them additional help after purchase.
    Show to other clients your attitude and get more workers for assistance.
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  • Profile picture of the author AngieJS
    Look out for the questions you keep getting asked and see if there is another product you can produce.
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    • Profile picture of the author marciayudkin
      I would also take a hard look at your product and make sure that the questions you're getting are not things that you should have explained better. Of course, we all know people don't read things very carefully (sometimes not at all), but you want to make sure it's not something you're missing first.
      Sometimes the questions point to a redesign of your product that is needed to make sure people can easily find the answers to such questions themselves.

      As some people have mentioned, you may need a FAQ page on your website or a FAQ section within your product. You may also need a quick-start guide: "Read this before getting started." Sometimes it helps to have a summary at the end of each chapter or section of your product so people see the main points more clearly. You may also need to add a coaching option for those who just prefer to be guided by their questions rather than by reading or studying.

      Marcia Yudkin
      Check out Marcia Yudkin's No-Hype Marketing Academy for courses on copywriting, publicity, infomarketing, marketing plans, naming, and branding - not to mention the popular "Marketing for Introverts" course.
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  • Profile picture of the author Tom Brownsword
    While you should definitely consider questions and look at your product to ensure that it delivers on its promises, technical support should be limited to help with downloads, opening the document, etc.

    The product should stand by itself.

    If something is not clear to somebody, then by all means improve your product, but otherwise, people should pay for your time. As an example, if you're teaching traffic generation techniques and somebody wants more details about how to get affiliates, you should either recommend a product on that subject or set up a paid consult.

    Tom Brownsword, CISSP®, GCIA, ITILv3
    Certified Computer Security Pro

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  • Profile picture of the author davidfrankk
    As long as I'm not losing out on any thing by helping them, I try my best to do so. But when they expect too much, I quote my price !
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  • Profile picture of the author DenisBalitskiy
    I just ignore those people. I have several infoproducts, and when people start saying stupid things, i respond them as my secretary or assistant saying that i am unavailable.

    Never give up.

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  • Profile picture of the author bsbear
    You really need to draw the line somewhere.
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