What To Do With Whiny Customers?

How do you deal with whiny customers?

I sell a lot of digital info-products, which makes it a lot more affordable for the customer and cost efficient for me.

Most people are very happy with that, plus I add a lot of extra bonuses, high value bonuses that make the entire package a no-brainer for most.

A few days ago I got an email from someone who accused me of selling a rip off, because instead of a 400 page manual and cd’s, he got 1 cd in the mail.

To which I instantly replied, that I apologize for any confusion, it’s a dvd-rom as clearly stated on the ebay page where he bought it from, (I sell quiet a few of them on ebay as well), and that the entire course is right there, plus all the extra bonuses.

This course originally sold for $399 in physical format, which he paid $49 for, barely enough to cover the cost of fulfilling IF it was physically printed, with cd’s and shipped.

I offered him to send him the physical copy if he’d like, if he just added the cost of fulfillment and shipping.

To which he replied that he’d be crazy to that, or something like that.

Well, I guess you can’t please everyone.

Then he went a left me a negative feedback on ebay, which I have 3 in the last 3 years, and over 1400 positive ones.

That doesn’t even count all the people who bought more than 2 years ago with multiple purchases, because ebay changed their system, I’d have over 2,500 by now.

In any case, reason I wanted to share it with you, is if you run a business, you simply can’t please everyone, no matter how much value and customer service you provide.

There will always be someone who thinks the world and everyone else owes them.

Although my initial gut reaction was to email him ang give him a piece of my mind, but I’ve learned to not pay attention to people like that.

They’ll always find something wrong with everything.

And THIS is the kind of thing that I see new entrepreneurs get upset about and in some cases it literally blows them out of the business.

One little hiccup, one whiney customer, and they’re ready to shut the doors on their business and their dreams.

I’ve seen it for many years offline in my old financial business, and I see it online as well.

Look, you just can’t make everyone happy.

All you can do, is do your very best, to provide quality products, quality service, and keep the communication channel open with your customers.

I think when people know that you have their best interest at heart and nothing but good intentions, even if there’s some kind of a mistake or confusion, they’re quick to let it go.

Case in point.

3 years ago, a customer from Canada bought a copywriting program from me for something like $30. It was a digital product, but we also shipped that one on a cd-rom, in addition to the instant download availability.

When you ship things across the border, you have fill out a custom form with the value of the package.

This happened when I was out of town for a month, and I had a fulfillment company do all of that.

Everything was sent out on time, when all of a sudden I get a nasty email from the lady, that she ended up paying $200 for customs, because I put the value at $1500 or something like that.

What happened was, the person in the fulfillment center who set up the mailing, put a value of $30, but put 50 for quantity, ($30 x 50)… oops.

Obviously an innocent mistake, not even made by me, BUT it’s still something I had to deal with.

Of course she should have refused the shipment, and all of that would have been avoided, but she didn’t.

So I emailed her, apologizing and explaining what happened, and I offered her a copywriting course, which I sell for $200, that’s a massive package with dvd’s, cd’s, manuals, etc…

She was very thankful and the problem was solved on the spot.

So the bottom line is you can’t please everyone, things WILL happen out of your control, yet you’ll have to deal with them and take responsibility.

And you simply can’t let this kind of stuff get to you and get you off course.

Hope this helps you next time you deal with a situation of your own.

Cheers,

Vitaly

P.S. The marketing programs I sell on ebay, I’ve packaged into a MASSIVE MARKTING PACKAGE, where you get digital access to more than a dozen very high quality marketing, copywriting, and info-publishing courses for almost next to nothing.

You can get the details at: http://magicmarketingformula.com/special.html

If you do ANY kind of marketing… online or offline, this is pure marketing gold, that’ll pay you back at least a hundred fold over the next 12 months.

D-I-S-C-L-A-I-M-E-R: The package is digital, NOT physical

Tagged as: customer service, whiny customers