Customers are thick as sh*t

As per title.

/The End.



Level of entitlement where they think a notice or email does not apply to them is beyond the moon. Finished for the day I think.

I'm lucky I guess, I've been blessed with customers that are respectful.

I also provide content to business owners so that's probably why.

Couldn't imagine the headache of selling products on Ebay with all the scammers on there trying to get free stuff.

t2van said:

As per title.

/The End.



Level of entitlement where they think a notice or email does not apply to them is beyond the moon. Finished for the day I think.

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Thats why I dont do ecommerce anymore. I hate customers.
I can ignore or answer anyone that messages me about my blog, I dont owe them anything.

t2van said:

As per title.

/The End.



Level of entitlement where they think a notice or email does not apply to them is beyond the moon. Finished for the day I think.

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I had this issue in the early days of my business. Some advice I received on the matter from BHW members was that "cheap prices attract cheap clients".

After I fulfilled the last of my picky clients' requests, I stopped selling myself short and I started getting pickier with who my clients were. Even still, it's hard to completely avoid entitled clients as even I got one as recent as 2017, but it has cut back on th

I'm not on eBay or anything like that... run our own store. It's a pre order product. Its mentioned twice on the product page including an email that goes out when they order telling them a product is pre ordered YET still get emails asking where the item is... EVEN though it's not out till the middle of the month.

I don't mind so much but it's just a select few who push us over the edge with the old we will do a charge back if it does not arrive or we will write a trust pilot review etc... just pisses me off how people just dont want to read!

Zwielicht said:

I had this issue in the early days of my business. Some advice I received on the matter from BHW members was that "cheap prices attract cheap clients".

After I fulfilled the last of my picky clients' requests, I stopped selling myself short and I started getting pickier with who my clients were. Even still, it's hard to completely avoid entitled clients as even I got one as recent as 2017, but it has cut back on th

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Yeah I agree with that.. I wouldn't call our prices cheap they are in line with the market I think and for what the product is.. normally dont mind the od request like that but it just feels like today we been hit with back to back.. Just one of them days on the whole I think...

At least started to ship the item a bit earlier than the expected delivery date of the 15th so by this time next week all 800 pre orders are out and I can put these requests behind me until next year!

t2van said:

I'm not on eBay or anything like that... run our own store. It's a pre order product. Its mentioned twice on the product page including an email that goes out when they order telling them a product is pre ordered YET still get emails asking where the item is... EVEN though it's not out till the middle of the month.

I don't mind so much but it's just a select few who push us over the edge with the old we will do a charge back if it does not arrive or we will write a trust pilot review etc...

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Have you had them threaten you with a negative Buzzfeed article yet?

t2van said:

just pisses me off how people just dont want to read!

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It's astounding, isn't it?

I'm not sure how you have everything set up, but perhaps you can put a disclaimer in multiple places (e.g., a pre-order confirmation) that it's a pre-order product and not one they will receive right away. Sometimes, you have to do this just in case they skim over the product page. Wording matters as well; if the disclaimer is too long or doesn't stand out enough, they're more likely to miss it.

People suck.

Zwielicht said:

Have you had them https://www.blackhatworld.com/seo/dear-upcoming-bst-sellers-dont-do-this-too-funny.1261701/?

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LOL No. But I could give you a run with a story exchange

Zwielicht said:

It's astounding, isn't it?

I'm not sure how you have everything set up, but perhaps you can put a disclaimer in multiple places (e.g., a pre-order confirmation) that it's a pre-order product and not one they will receive right away. Sometimes, you have to do this just in case they skim over the product page. Wording matters as well; if the disclaimer is too long or doesn't stand out enough, they're more likely to miss it.

Click to expand...

Yeah placed it in contrast to the rest of the page RIGHT above the buy button and in fact stock information & delivery notice is replaced with something along the lines of " PRE ORDER ITEM DELIVERED FROM DATE " don't want to put exact message in for some cleaver folk here googling and finding the site

It's mentioned again on the purchase email. The order status in the customer section is set to PRE ORDER with a tool tip explaining it.

PLUS customer even gets an email explaining what PRE ORDER is and when to expect specific items that are pre ordered. Even redesigned all of that email a few weeks ago to make it easier to read using bullet points almost so it's just quick fire.

So from purchase to order there are plenty of notifications but obviously I'm missing the big flashing neon sign.


Normally CS isn't an issue but as we are growing we are getting more and more of these kind of emails and they just feel totally draining even on the remote CS staff I got in just feels like a total buzz kill... I need to start a customer service bingo game I think!

t2van said:

LOL No. But I could give you a run with a story exchange

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Perhaps we need a "Clients from hell" section here on BHW.

t2van said:

Yeah placed it in contrast to the rest of the page RIGHT above the buy button and in fact stock information & delivery notice is replaced with something along the lines of " PRE ORDER ITEM DELIVERED FROM DATE " don't want to put exact message in for some cleaver folk here googling and finding the site

It's mentioned again on the purchase email. The order status in the customer section is set to PRE ORDER with a tool tip explaining it.

PLUS customer even gets an email explaining what PRE ORDER is and when to expect specific items that are pre ordered. Even redesigned all of that email a few weeks ago to make it easier to read using bullet points almost so it's just quick fire.

So from purchase to order there are plenty of notifications but obviously I'm missing the big flashing neon sign.

Click to expand...

Seriously, it's beyond belief how they can still not know despite all of the notifications.

Perhaps you can try re-ordering the bullet points; try experimenting by placing the pre-order disclaimer in the first or last bullet point. This one might be a bit tacky, but maybe add something along the lines of "EXTREMELY IMPORTANT" is a vibrant text colour to catch their attention. Putting in something they have to click on to get it out of the way could be an option (a slide-in ad, as an example).

I mean, maybe I'm looking at it the wrong way, but perhaps the product is so amazing, they can't help but be blinded to everything else.

t2van said:

Yeah placed it in contrast to the rest of the page RIGHT above the buy button and in fact stock information & delivery notice is replaced with something along the lines of " PRE ORDER ITEM DELIVERED FROM DATE " don't want to put exact message in for some cleaver folk here googling and finding the site

Click to expand...

Maybe a "PRE ORDER NOW" text on the button, would narrow it down a bit?

.

Zwielicht said:

Perhaps we need a "Clients from hell" section here on BHW.

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I think I suggested doing a thread but maybe it was on the weekend when I had a beer or two so may have fallen deaf or I thought about posting one but didn't lol...

But yeah a client from hell section gets my vote!

Zwielicht said:

Seriously, it's beyond belief how they can still not know despite all of the notifications.

Perhaps you can try re-ordering the bullet points; try experimenting by placing the pre-order disclaimer in the first or last bullet point. This one might be a bit tacky, but maybe add something along the lines of "EXTREMELY IMPORTANT" is a vibrant text colour to catch their attention. Putting in something they have to click on to get it out of the way could be an option (a slide-in ad, as an example).

I mean, maybe I'm looking at it the wrong way, but perhaps the product is so amazing, they can't help but be blinded to everything else.

Click to expand...

Yeah I changed it to make the email larger font, explains like:

PRODUCT TYPE 1 arrives this date
PORDUCT TYPE 2 arrives this date

Just as simple as I thought... I admit my previous notification was over complex (wordy and people hate to read) so it's now 3 bullet point lines and 1 sentence.

Boils my blood because you can't even get it in the shops until the end of the month and competitors don't traditional ship until mid Sept intact if you go looking they all state that as well.. SO I can't work out what the excuse is.. only posting out earlier ourselves this year as the product is ready to go earlier than normal.

Note: Not told customers that just leaving it as a "surprise" < they get a dispatch email just not made a song and dance about stock leaving sooner than planned!

As I said apart from a bright neon sign or making some dancing elf appear on screen before you click signing a song about pre orders some of them I dunno how to drum the message through any harder!


It's worse as well with other customers when you part ship the order. Make a note on the invoice with "To follow September" customer takes a photo of the invoice sends you an email thanking you for order but then asks where the missing item is and when they will get it.

RoiBox said:

Maybe a "PRE ORDER NOW" text on the button, would narrow it down a bit?

.

Click to expand...

We actually tried that but it cuts down the number of pre-orders / effects the conversion a little. The testing we done with the larger font and colour contracts for the stock message came back with good results I guess its the small % of people in the grand scheme of things out of the 800+ pre orders not even 10% have emailed I think its maybe not even 5... BUT today just feels like they are all asking about it lol

They are just regular people and being a customer gives them entitlement to be assholes

As they often say.. your lowest paying clients / customers will complain the most

Best to always remain respectful & professional as possible with the goal of avoiding any verbial escalation

at the end of the day, you are the brand & they are the customer. Anything derogatory only makes you look bad

Typical marketer lullabies

I experience something along those lines on the daily. Sometimes, pubs ask to be approved for restricted offers and when I politely decline, I get told to stuff the weirdest things in my arse. Happened twice already but the day is young,

I think in a lot of cases, the clients being difficult usually has an underlying reason. Here are the top 5 and how to deal with each client type:

1. He/she have been burnt before - these can be a pain as they take a great deal of time to trust the replacement. The way I have dealt with this in the past is to provide them a personal touch to your reporting. I'm not sure what your business model is, but this client type really appreciates when you personalise, so however you can do that, make sure to do it. It'll go a long way in retaining this client type. Listen to this client, let them do 80% of the talking. Make them feel like they can voice their concerns. And then visualise whatever you are providing as much as possible. Make it simple for them to understand what value you are adding.
2. The know-it-alls - you usually can deal with these clients by being aggressive as possible. A lot of guys will say quite the reverse, but honestly, I would say that if you are aggressive and know what you're talking about, then they will back the fuck off. You may lose some clients by having this attitude, but the ones you retain, will stay with you forever because you have gained their respect. Know-it-alls usually just want to be proven that you know more than them, so make sure you do
3. The Trolls - "Didn't you say you would throw that in?" - Nothing pisses off a troll more than people who don't give them a rise. Remain calm with this kind of client, always respect them. They will eventually back down and stop trying to get validation through making your life a misery.
4. The "I want everything for nothing" - Honestly, unless you're just starting out, you shouldn't really be fighting for these kind of clients. They will always be difficult, they'll never achieve anything, and won't be easy to upsell either. If you spot a "I want everything for nothing" client, be very cautious. Set their expectations clearly before beginning a relationship with them. Don't offer them anything extra, and only offer what is necessary.
5. The Cunts; "What about this, and what about that. You didn't do this. You didn't do that. I want a refund" - these are no4 clients but on steroids. They will make your life unliveable and will question absolutely everything. As someone already said in this thread; cheap clients = shit life. These clients are cheap as fuck, like no1, but they are also cunts about it. I would recommend avoiding such clients, you can usually tell if a potential customer/client is going to be difficult if he/she are abrupt in their conversations with you, as well as asking about things like "refund policy" (when its' clearly stated on your website etc), "Extras", or my personal favourite: "I'm a big client for you. Give me good price and I'll buy more." - if a client negotiates to pay you more on scale, then they're not ever going to be big clients as they are dumbassess who don't understand the basics of business (economies of scale).

In all cases:

• Make sure your terms of service/product are clear and the customer has clearly agreed to them
• Have impeccable reporting and clear comms with your client/customer so they are aware of what's happening
• Never promise something you can't deliver, and know your own business model clearly
• Avoid no4/no5 clients at all costs. They are easier to capture as they are more likely to gamble on shit products (not saying yours is) but they are infinitely more difficult in the long-term.

I had many clients last year but for one reason or other their demands was unreasonable so instead of arguing I gave gave then their money and bought my mental peace. Now I only have two clients but both are very nice so yea I can totally relate to this

kasher9 said:

I think in a lot of cases, the clients being difficult usually has an underlying reason. Here are the top 5 and how to deal with each client type:

1. He/she have been burnt before - these can be a pain as they take a great deal of time to trust the replacement. The way I have dealt with this in the past is to provide them a personal touch to your reporting. I'm not sure what your business model is, but this client type really appreciates when you personalise, so however you can do that, make sure to do it. It'll go a long way in retaining this client type. Listen to this client, let them do 80% of the talking. Make them feel like they can voice their concerns. And then visualise whatever you are providing as much as possible. Make it simple for them to understand what value you are adding.
2. The know-it-alls - you usually can deal with these clients by being aggressive as possible. A lot of guys will say quite the reverse, but honestly, I would say that if you are aggressive and know what you're talking about, then they will back the fuck off. You may lose some clients by having this attitude, but the ones you retain, will stay with you forever because you have gained their respect. Know-it-alls usually just want to be proven that you know more than them, so make sure you do
3. The Trolls - "Didn't you say you would throw that in?" - Nothing pisses off a troll more than people who don't give them a rise. Remain calm with this kind of client, always respect them. They will eventually back down and stop trying to get validation through making your life a misery.
4. The "I want everything for nothing" - Honestly, unless you're just starting out, you shouldn't really be fighting for these kind of clients. They will always be difficult, they'll never achieve anything, and won't be easy to upsell either. If you spot a "I want everything for nothing" client, be very cautious. Set their expectations clearly before beginning a relationship with them. Don't offer them anything extra, and only offer what is necessary.
5. The Cunts; "What about this, and what about that. You didn't do this. You didn't do that. I want a refund" - these are no4 clients but on steroids. They will make your life unliveable and will question absolutely everything. As someone already said in this thread; cheap clients = shit life. These clients are cheap as fuck, like no1, but they are also cunts about it. I would recommend avoiding such clients, you can usually tell if a potential customer/client is going to be difficult if he/she are abrupt in their conversations with you, as well as asking about things like "refund policy" (when its' clearly stated on your website etc), "Extras", or my personal favourite: "I'm a big client for you. Give me good price and I'll buy more." - if a client negotiates to pay you more on scale, then they're not ever going to be big clients as they are dumbassess who don't understand the basics of business (economies of scale).

In all cases:

• Make sure your terms of service/product are clear and the customer has clearly agreed to them
• Have impeccable reporting and clear comms with your client/customer so they are aware of what's happening
• Never promise something you can't deliver, and know your own business model clearly
• Avoid no4/no5 clients at all costs. They are easier to capture as they are more likely to gamble on shit products (not saying yours is) but they are infinitely more difficult in the long-term.

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While I value the post I don't have "clients" they are all "customers" I run an online store. Type 4 & 5 are becoming more and more common! BUT then it is retail they have always been around...

It's been a better day today thankfully and I'm off tomorrow so the rest of the day can do one Only had the one customer give us the once in a blue moon lecture on product packaging being plastic but that's about it.

Telling us to use paper etc.. I've yet to have a reply after explaining to them to keep our products wrapped in paper would require storing around 10ton of paper on site annually will do little help for the environment when I'm chopping trees for paper

Staff can worry about it all tomorrow.

t2van said:

Level of entitlement where they think a notice or email does not apply to them is beyond the moon. Finished for the day I think.

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We have "no trespassing" signs up all over our property and the amount of people that think they're exempt for some reason is crazy.

macdonjo3 said:

We have "no trespassing" signs up all over our property and the amount of people that think they're exempt for some reason is crazy.

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Don't get me started! This very subject requires a thread of it's own.