“Computers are hard!”
Today’s email is part 3 of the 80/20 Service series Things Problem Customers Say. Find the whole series here.
As my readers should already know, the best approach to customer service is to prevent problem before they happen.
To keep things simple.
It’s in the spirit of this principle that I introduce today’s problem customer…
The person who wants someone to walk them through every step of even the simplest process.
“I put in my username and password, now what?” CLICK THE LOGIN BUTTON!
Some of it really is this simple.
But what about more complicated tasks?
Software support comes to mind.
I work with a client who sends out cryptocurrency day trading alerts. Many of these people have never traded in their lives.
Still, we rarely get asked to “walk them through it.”
Why?
Because we thought of this ahead of time. They have a library of training videos, a written guide spelling out exactly what to do, and an active members community where they can ask their peers for help.
The customer who wants you to walk them through everything is abdicating his responsibility.
You sell a thing, he wants to use the thing. But he will make absolutely ZERO effort to figure out how to do it.
He thinks that’s your job.
I think that’s why he made this list of problem customers.
— Mark
P.S. This is just one of the types of problem customers that I discuss in the 80/20 Service Guide.
Prevention really is the best medicine with these people.
Get the cure here: https://gumroad.com/l/rkbth/VIP
