Dealing with bad customers
If your online business involves products or clients, there is strong probability that you will have to deal with bad customers at one point or another. There is a big difference between bad customers and constructive feedback, and you should soon be able to differentiate between the two after you have been running your online business for a little while.
You will be pleased to know that bad customers really are few and far between and it is a sad fact of life that some people will never be happy no matter what lengths you take to keep them satisfied but, on saying that, if you are selling a sub standard product or are offering a shoddy service, then you basically get what you deserve. Sorry for being so blunt but I have come across many instances during my years on the internet where some customers are treated as nothing more than a slight annoyance.
If you are treating your customers in a fair and proper manner and your products are top quality, then the first thing to remember is not to take any rudeness from the odd customer personally. They are probably either just plain rude by nature or are having a really bad day. Sometimes you find that they may be new to internet marketing or in some cases new to computers. They may be having problems downloading your product and are feeling frustrated.
The thing to remember is just to keep calm and answer their questions politely and with understanding. By acting in this way you can soon turn a situation around and end up with a happy customer who could very well stay a customer for a very long time.
One thing to be aware of is the serial refunder. If you offer a guarantee, you will find that these people have got no intention of paying for the product, and if it is downloadable they know only to well that they can keep the product and not pay for it. There are various ways to combat this which I won’t go into here but if you are offering a no questions asked a guarantee then you most definitely have to issue a refund with a smile on your face.
If you are offering a service or online help and you are faced with a bad customer who is with you for the long term, you really have to ask yourself if it is worth keeping them as a customer. If your dealings with them is putting a dampener on your day and affecting other aspects of your business or even your family life then to be honest, it just isn’t worth keeping them.
Give them a refund and let them go. Let their negativity go elsewhere and get yourself back to your normal positive self. It is important that you realise that having someone like this on board is just not worth the hassle.
Thanks for reading all about how I make money online and hopefully you will be able to do the same. Internet marketing is a fantastic way to make money online – whether you are newbie or an advanced marketer.
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Samantha
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Hi Samantha, thanks for the advice on dealing with customers particularly understanding that they may be having an off day , may be struggling with a product etc. I think we can all run into problems if we promote a product that doesn’t deliver on its promise and in this case the customer has every right to be upset. Your advice covers every potential situation we may find ourselves in. I have printed it out for future reference should I reach a stumbling block. kind regards Orla
Samantha, it is a great post thanks for writing it!
Great post. Sometimes you have to fire your bad customers but you can always use http://businessbeware.biz to warn about those bad customers too.