I’ve saved the worst for last here, people…
Today’s email is part 5 of the 80/20 Service series Things Problem Customers Say. Find the whole series here.
Sell a product or service long enough and you’ll get these people.
Run a subscription model and you’ll learn to despise them like I do.
Victim culture is out of control in our society right now. Don’t think it doesn’t extend to your business.
These people are looking for a bad guy. For a source of outrage. For evidence to support what they already believe to be true…
That the entire world is out to get them.
Didn’t get the welcome email right away? SCAM!
Subscription renewed at the end of the term? SCAM!
Market went down, causing trades to lose money? SCAM!
I did an email about this last week, but I’m bringing it up again in this series for one reason…
Because these people have a serious problem with how they see the world.
Maybe it’s not their fault. Maybe they’ve been hurt before.
Maybe they can even be cured of this malady.
But that’s not your job. Your job is to sell a product or service in exchange for money, and to stand behind it as necessary.
You’re doing your job.
But still, these people see scams everywhere.
If you’re lucky they just complain to you about it. Maybe demand unwarranted refunds.
But very often, they’ll just go straight to the credit card company and file a dispute.
They want you to PAY. And in their mind, you’re an evil criminal who SCAMMED them.
What’s that? I didn’t read the terms before I agreed to them? I don’t understand that markets can go down sometimes?
I don’t think so, scammer!
These people are among the worst problem customers in business. Identify them and chase them as far away as you can get them.
They are NEVER worth the trouble.
— Mark
P.S. I wrote this series to point out some of the most common problem customers in business.
How to spot them.
How they hurt your business.
And what to do about them.
But all of these tactics are part of a larger set of principles. Principles I used and continue to use to build customer service departments that basically run themselves.
While throwing off a nice chunk of profit at the same time.
Get the system here: https://gumroad.com/l/rkbth/VIP
