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How Do I POLITELY Answer Customers Like This?

by LegitIncomes
10 replies
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About once a week I get a customer who just cannot (or doesn't want to) do anything on their own. I'm all for helping people out, but sometimes it gets to the point of just wasting my time with things they should be able to do on their own.

For example.

Customer emails me asking which hosting company to use, and I then email them a recommendation.

The next email I receive has questions like "How do I upload my site". So again, I tell them.

The next email I receive is, "Okay I uploaded my site, now how do I install Wordpress?".

These are all EASY, BASIC questions that the customer should be able to research and find the answer to without emailing me to ask. I feel like by not researching, and just emailing me, they are being LAZY, and it wastes a lot of my time I could be using for more productive things.

Up to this point, I've just been responding to all of these emails...but it's at the point now that it's just too much of my time. I don't want to come off as an ass, because I do want to help . . .How do I tell them politely, that these are all things they should be able to figure out on their own, and to only email me with more advanced questions?
  • Profile picture of the author Thomas
    Compile all the answers you've previously given and make a FAQ page.

    Whenever someone asks about something you've previously answered, direct them there.

    Any time someone asks something new, write up your answer and add it to the FAQ page too... and then direct them there anyway.

    Tommy.
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  • Profile picture of the author kenmichaels
    Originally Posted by LegitIncomes View Post

    About once a week I get a customer who just cannot (or doesn't want to) do anything on their own. I'm all for helping people out, but sometimes it gets to the point of just wasting my time with things they should be able to do on their own.

    For example.

    Customer emails me asking which hosting company to use, and I then email them a recommendation.

    The next email I receive has questions like "How do I upload my site". So again, I tell them.

    The next email I receive is, "Okay I uploaded my site, now how do I install Wordpress?".

    These are all EASY, BASIC questions that the customer should be able to research and find the answer to without emailing me to ask. I feel like by not researching, and just emailing me, they are being LAZY, and it wastes a lot of my time I could be using for more productive things.

    Up to this point, I've just been responding to all of these emails...but it's at the point now that it's just too much of my time. I don't want to come off as an ass, because I do want to help . . .How do I tell them politely, that these are all things they should be able to figure out on their own, and to only email me with more advanced questions?

    Tell them you offer free support for your product / service, and anything else outside of that scope is $90.00 an hr for support.

    I have done this. Sometimes they immediately stop and apologize,
    and occasionally they pony up .
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  • Profile picture of the author Joe Mobley
    This is a good question, probably a fit for the main forum.

    I don't know what service you sold him to make him a customer but here are some things I have done in the past along these lines.

    Upsell him with your Site Setup and Configuration Package. If he doesn't go for it, don't answer any setup questions!

    Quit answering those types of e-mails.

    Be slow to answer those e-mails then send a link.
    "Jerry, Just did a quick Google search. This looks like it might help."

    Different approaches but maybe something for thought.

    Joe Mobley
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    .

    Follow Me on Twitter: @daVinciJoe
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  • Profile picture of the author Jason Kanigan
    Up front contract (or lack thereof) is the issue here. If you don't tell your prospect that they can't do something, you can't really get mad at them when they do it as a client.

    "Miss Prospect, some of my clients do the technical side of things very well by themselves. Others need a bit more help in that department. I'm curious: could you share with me where you think you are on the technical know-how of _______?"

    Price according to answer.
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  • Profile picture of the author CBlite
    The first email asking for a hosting recommendation sounds reasonable enough, but you would think that the hosting company itself already has a FAQs or help section to answer the rest of the questions of your client. In fact, with the hosting I've used in the past there has always been a section on installing wordpress or at the very least, a search function in the technical support index. I think your frustration is perfectly justified.

    Like the other Warriors here, their suggestions of your own FAQs (or directing them to the hosting FAQs) or upsells should suffice. Think of the Warriors that are selling sites here and offering installation and setup with a fee.
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  • Profile picture of the author DavidTT
    FAQ page and as for how to treat them well, I mean its all about patience and being professional. Dont forget that word of mouth can go pretty far sometimes.
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  • Profile picture of the author catang
    Brilliant info,
    Thank you so much for sharing.
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  • Profile picture of the author LegitIncomes
    Thanks for the suggestions everyone.


    Originally Posted by honestbizpro View Post

    Searching on youtube and google search is like having a library a school and a set of encyclopedias all on your lap and people simply do not take time.

    I had a person asking for help that I helped totally free but one day he suggested that I put everything on a video for him!

    That's comical! A personalized video just for him, LOL.
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  • Profile picture of the author MaxBounty
    I totally agree with being patient and professional. Treating people with respect goes a LONG way.

    As others have mentioned, an FAQ ready for questions that you are asked regularly would help. Also, I've found that showing people where they can get information on their own for the questions they are asking works better in the long run (for both parties). The equivalent of teaching them to fish, rather than providing them with one meal.
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