Dealing with customer threats

[mdean]

We've had an interesting couple of weeks with customers who think we are at their mercy.

Last week we had a customer who mailed a money order for a product. It clearly states on our website that postal mail orders will be delivered in 2-3 weeks. When she was unable to get through to us, she made threatening remarks about how she was going to ruin our business and SOMEHOW got my husband's employment information and sent slanderous emails to his work stating that he had stolen their money. Mind you, he has nothing to do with the internet business. Once we finally did speak, she went and sent his employer a second email stating that her allegations were not true.

Today, I typed in our business name, and the second listing was to "The Rip-Off Report". Here there was a false allegation that we took a customers money from Saudi Arabia and refused to give it back. Oh, and that we also claim to ship worldwide but refused to ship to him. It clearly states on our website that we do not ship outside of the US. His credit card was only pre-authorized when he submitted his credit card information. Had he read his credit card statement more carefully, he would have realized we had not taken his money.

Boy, anybody can just go ahead and ruin your livelihood, huh.

I guess the lesson learned is to work hard at your customer service until you drop to the ground.

[Raymond]

It seems to me that this customer seems to be able to find out too much about your personal information than a regular customer can. Is there a chance that this customer might be someone you know personally? Unless you list your home address online and somehow your husband's company also lists his address on the company page, it is hard to imagine anyone can make the link between you and your husband.

I suggest you to do some research on this customer. If you find anything suspicious, contact your local authority.

[Lex_Luther]

Yes, research this customer and find out who your dealing with, it might be a competitor. You might also find it interesting to look up the story behind the guy who runs the rip off report. Last I heard he was a federal fugitive.

[seonick]

You will never be able to please all customers, no matter what. Our latest customer battle was by far the most bizarre - The customer called to complain that she had recieved the wrong product, we checked her order and asked her what she received. The items ordered and items recieved were identical, so we told her as much - they were also recieved in a timely manner (5 days) and in perfect condition. That still was not enough, apparently she wanted a different item entirely and it was our fault for not reading her mind when she placed the order. She then demanded that we send her the product she wanted for free! That's the point when we just gave up (hung up)

[figment88]

My sites are all informational, but I do buy from smaller sites online. A lot of them really suck which makes me aggressive with dealing with decent ones.

Case in point, I bought an item for a birthday gift. I had a choice of going with several smaller specialty shops (all had same item, same price). Since I was only a week ahead of time, I went with the one that stated "in stock in our San Diego store" to ensure delivery in time in California. Next two days, I receive various order confirmations, than on day three they tell me the item is backordered. Now it is too late to order the item from another shop.

Unfortunately this type of bad experience carries over to the next small site I dela with.

[Corey Bryant]

Most people realize that people like to complain more than they will give a compliment to a company / another person.

I used to try to please everyone all the time. This just got me into more trouble. I would not really worry about it too much. You have to ask yourself, is it worth your time to fight her? I would just start sending out in your invoices a little statement like if you like our product / services please send us a testimonial to post. This usually will help people see / understand your business and it will actually help you understand some as well.

-Corey

[luckychucky]

Beter yet is to automate your testimonials harvesting, then post the results onsite. It makes you feel great if you're doing your job right, gets you very useful feedback if you're not, provides great blather fodder for SEO, and lastly, it helps drown out the loons so you have a ready counter to their complaints (if only for yourself and your own peace of mind, to give perspective on the rarity of complaints, at the very least). Here's what we do. Works great:

<<

Dear Bozeaux LeClowan Jr.

Two weeks ago today, we shipped your order to:
Bozeaux LeClowan Jr.
30058 Rolling Donut Lane
Frottage, Louisiana 90210
United States

We're always working to improve your wholesale shopping experience at
WidgetWorld, and we'd love to hear your feedback.
What can we do to help?
Kindly take a little minute to let us know how we can better serve your needs.
THANKS!

* Quality and Design - How did your customers like the widgets?
* Profitability - How are the prices, and your retail markups?
* Ordering - Did you have any problems ordering from WidgetWorld.com?
* Shipping - Did your order arrive on time?
* Customer Care - Were we nice to you? How can we treat you even better?

Thanks so much for your valued opinion,

WidgetWorld Customer Satisfaction