Forum Moderators: buckworks
To both of them I replied, essentially, NO WAY. Perhaps when the problems are of my own making I can afford to be a little more generous. Interestingly enough, both of those customers have relented and are willing to accept their orders under the original terms. I thought for sure I would lose them both. At the same time I've issued a few refunds after 'demand notifications', only to have the customers tell me they would rather have they product. So why did they demand a refund? I've told them in each case that the refund was issued, and if you really do want the product, get in the back of the line.
This is all new to me, something I've observed from the sidelines and for the most part something I avoided. I detest working with customers. I also think it is unreasonable and unfair to string them along.
I know that just like Content is King to a web page, the Customer is King to an e-commerce site. Frankly, I dont mind telling them where thay can place their royal lips. As a rule, I refrain from doing so, but its tough.
It would seem that a lot of the customer attitude is based on the fact that we live in an instant society. So when they order something, they want it shipped the same day, and I cannot provide that sort of service. Maybe someday, but not anytime soon.
FWIW, I do believe in customer service, just not from me. So I have hired someone to provide a friendlier voice to our service dept.
Am I alone in my disdain of customers? And how much is too much when they think they deserve more than they get?
High maintenance customers cost more than they are worth in the long run. It is profitable to have a "blackball" system in place to weed out the undesirables.
Recently I had a very very cranky customer. He started off by yelling at me about how my widgets were crap and didn't work and so forth. He was really loud and talked kind of funny. I kept trying to get him to stop and listen to me explain to him that he had not used the widgets correctly and that's why they hadn't worked, but he wouldn't. I thought he was maybe retarded because of the way he spoke, the way he had treated the widgets, and his refusal to listen. This must have come through in my tone, because he became enraged and screamed at me about how he had an advanced degree and hung up on me. I was so worked up by then that my hands were shaking.
Afterwards I realized he must have had some sort of injury from a stroke and that's why he talked like he was retarded. He probably was really fed up with being patronized on account of it and thought my widgets that he couldn't work right were just another in a long line of insults. He was also a jerk in his own right and not knowledgeable or willing to learn about how to use the widgets, but that was not the main problem. The main problem was my response to him. I tried to think about how I could make this right with this guy but couldn't come up with anything that wouldn't just reopen the wound. So I quietly gave him a credit back. (I give a credit back about once a year.)
I felt bad about that guy for a couple days. I felt disappointed in myself that he had sensed that I thought he was retarded. I pride myself on being a good schmoozer, and IMO, a good retailer should always be able to find out what is bugging the cranky customer. Once in a blue moon you can't, but that is the exception, not the rule.
It's not a good idea to disdain your customers. It's bad for business and gives your soul acid reflux. If you do disdain your customers or you find that they are primarily skeevs, thieves, cons, scammers, chargebackers, and jerks, then you should find another business, because you are a failure at what you do.
Enjoyed it immensely :))
If they were female I just pointed out that I was going to hose down the room with extra strong smelling cleaners ..
I didn't do this on many more occasions ..although it was deserved..
If the customer has a case ..then they merit listening to
If the customer is a case ..then they merit telling ..
life is too short ..
The important thing to remember is this:
The relationship is always more important than the sale.
As with any bad relationship it's always best to terminate it. Even a simple 'I'm sorry, but I don't believe we can meet your expectations.' will suffice in most situations. Or, as my old boss once said to a customer who complained about one of our waitresses (who was exceptional), 'Ma'am, please don't ask me to choose between a customer and a really great staff member, because you just wont win.'
(Every one of us was totally devoted to this boss, obviously, given he gave us trust like that).
I know when the customer support is being condescending, and I tell them all the time that I don't care for their fake concern. Usually, it throws them for a loop as they can't fall back on their script. I turn the very technique you describe on them. I'm actually recruited by family and friends to handle their hard cases with companies that screw them. Usually, it works out well. They call me a professional complainer.
It's an easy technique. You repeat the same mantra over and over again, digging yourself in a hole. Another technique is the word "supervisor." The thing is that I'm also very nice and polite with the customer service reps, telling them that I know they cannot solve my problems and that I don't want to frustrate them further - and that's why I want to speak to their supervisor. Believe me, that one works. By the time I get to the supervisor, my problems is usually fixed within minutes.
Having said that, I really value angry customers who do call. I shut my mouth, don't argue with them, and let them win most of the time. I also can tell a customer "no" very quickly. Takes gusts sometimes to say no.
LOL - what a great boss! BTW - welcome to WebmasterWorld!
The Customer is Always Right
