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Sometimes I really hate my customers...

Discussion in 'BlackHat Lounge' started by bbrez1, Aug 23, 2011.

  1. bbrez1

    bbrez1 Power Member

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    :rolleyes: I have sold hundreds of copies of some software I made and it's pretty straightforward,
    works great even an idiot would know how to use. They just need to input their website into
    a textbot and press a button! Now with every software there comes the need of at least email support.
    And that's where I can say I've seen everything. Look at this:

    [​IMG]

    Not to mention I get emails saying "How do I open this file" (it's a zip).
    Now what I hate the most of all of this is they than want their money back
    saying I don't offer support. Seriously I'm not going to waste my time
    with someone that can't read.

    Just want to hear your thoughts and experience.. can you also share a screenshots (for the laughs :D)?
     
  2. facebookdude

    facebookdude Elite Member

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    I have had some funny ones. It's not that funny when you get the same stupid question everyday. I feel your pain dude :)
     
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  3. thegladiator

    thegladiator Regular Member

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    I would say that for this simple stupidity of your customer please do not leave money on the table. What you can do is, create a template email with all the FAQs and whenever someone ask you for support you can forward it to them.

    To add credibility that you actually care for them, just edit the name of your customer each time and it will be alright. I know customers can be pain in the backside (which we use to sit:rolleyes:) but then for that alone reason you can't leave the greenery, can you?

    Just think from their point and you remember that every client may not read your first email as they don;t feel it is necessary but every client that contacts you with his/her problem will read your next email for sure.

    Just go ahead and do this if you want more green in your pocket buddy.

    HADAKUMULLAH
     
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  4. MrKennedy

    MrKennedy Newbie

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    I think pretty much every single person who sells something on the internet experiences this. I just had a guy order 500 FB likes, then a day later after work was completed said "oh I thought this was 500 backlinks from facebook. I want a refund".

    el oh fucking el.
     
  5. hardKOrr

    hardKOrr Newbie

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    Looks like you have something to build from here, an auto-email response to every "support question" that includes a faq(as mentioned above) before a human reply would be helpful. This way you can then send a human e-mail explaining how to use that faq, and if they found it helpful. If they did find it helpful ask them if it could be improved (shit ask if they didnt find it useful).

    They would have (hopefully) gotten the information that they needed from the faq, and then a human response on top of that confirming that they had it correct. If they had any additional questions, comments, concerns they could lay it out there for you.

    On top of that you should probably take top 5-10 "i cant figure it out" responses and go into MUCH MUCH more explicit detail description about how they can get that accomplished the first time.

    Either way, and auto response with helpful information followed up by a human confirmation will make you look much better to your customers. If you were your customer would that make you want to buy more?
     
  6. Rushdie

    Rushdie BANNED BANNED

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    go into gmail, settings, labs and choose canned responses.

    you will response to this kind of shit with a suitable email with 1 click.
     
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  7. Subsonic

    Subsonic Regular Member

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    I've been selling After Effects templates for an year now and I just can't believe how idiotic some buyers can be! For example some people have complained that why in earth should they buy an expensive software (After Effects) to be able to edit my templates!? It's so obvious that those templates are especially made for AE.

    One guy even gave me 1 star rating because he didn't own After Effects and couldn't use my template. Because of that asshole my file went from 5 stars to 4 stars and the sales dropped.

    Some customers also think that if they buy a template for 10$ I will customize the templates for them, render videos and other stuff. I'm not their slave lol :D
     
  8. dreadnought2020

    dreadnought2020 Junior Member

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    I was building a site for a small business, and every time I had it done they'd email and say "Oh we've been discussing it and a couple of days ago decided we want it changing now. Scrap that and do this...". Don't bother telling me in time then.
    I ended saying f**k this, sent the money back and stopped responding to them. I still get emails and LinkedIn requests from them. It wore me down after it happened 3 times...

    Another time someone sent me a website plan and I told them the cost. They thought I was going to do it for free and called me a scammer for asking for money!

    Also here is a detailed website plan someone sent me. Needless to say I didn't bother!

    I would like a website for a company that sells tea

    page 1: intro about organic home grown tea which is grown in london

    page 2: where they can purchase it: spare mint, peppermint, oreagno, time, bay leaf

    thats all i want

    I love my life.
     
  9. beest123

    beest123 Junior Member

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    Autoresponse with FAQ?
     
  10. hardKOrr

    hardKOrr Newbie

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    Thanks for your inquiry today, a human representative will be contacting you soon about your concern as this is an automated response. We just wanted to let you know that we have received your email. Attached is a faq for your reference, just a little something to look over that might help you while awaiting a personal response.


    Enter faq here
     
  11. Mises

    Mises Junior Member

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  12. judson

    judson Power Member

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    That's why I stopped doing custom web development. Too much trouble. You would be amazed at the number of hoops people will make you jump through for what should be a simple site that they are paying $100 for.

    By the time you are done setting it up, customising the template, rejigging the layout 5 times and rewriting all their crap content for them, you are effectively earning $1 ph, *and* they are still not happy.

    No thanks.
     
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  13. Jonny Quick

    Jonny Quick BANNED BANNED

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    Charge $20.00 for "expedited support", otherwise they can read the FAQ and wait 24 hours for a human response.

    Now you've given them a reason to read the FAQ; they'll save $20.00 and/or some time. You can forgive the $20.00 if the problem is legit. You need to keep that door open, just in case.

    .pdf documents suck ass. That's one way your support really does suck. Plus, you have the link all the way to the right. No one looks over there. We read top to bottom, not left to right. The link could be bigger, and there's no reason why you can't have large text titles. Most FAQ's suck. Having an antagonistic attitude toward your customers is a one-way ticket to "out of businessville". I know a guy that lost a multi million dollar company because his attitude went sour on his customers. He said "I just...wished it "away"." That was how he explained how he lost hundreds of thousands of dollars.

    Also, .zip files are stupid in most cases. No need to compress a 15 kbyte file down to 8 kbytes. We have high-speed internet now. If you have a lot of people complaining, maybe the problem is that your listening organs aren't working. If someone kicked you square in the ass for real, would you then consider perhaps maybe you could do something to improve the situation? I sense that part of your problem is that you are separated from your customers with an electronic wall. You don't have the sense they are "real". If they had a real foot in your a**, your perspective might change a bit. Either that, or the money could go somewhere else.

    Anyways, that's what I think, for whatever it's worth.
     
  14. DamageX

    DamageX Elite Member

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    Sometimes we hate your customers too.
     
  15. hardKOrr

    hardKOrr Newbie

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    A little rougher than I would have put it, but anyone in agreement with OP should read this twice!

     
  16. eBayMafia

    eBayMafia BANNED BANNED

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    Most industries succeed by charging money from those with a lack of knowledge.
     
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  17. rickstar

    rickstar Elite Member

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    Unfortunately, that's usually how it is, people fail to read instructions and then complain if something doesn't work.

    I would suggest stick instructions or tooltips directly inside the program, make it at as simple as possible, and then even simpler. Typically, you should aim for a refund percentage of about 5% of total sales.
     
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  18. bbrez1

    bbrez1 Power Member

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    That's why you have:
    Reputation: 4

    iTrader: (-1)
    With your -1 itrader being "did not pay for my leads".

    You seem like you knew what u were talking about.

    ?

    And ur totally missing the point. Stop talking shit about my services. I respond via support to my customers asap. I value them and try to offer them the best service as possible. I usually respond within minutes. I got some nice suggestions from users here which I will implement. No need to shit my thread for no reason. If someone doesn't read the email I've just sent that's not my problem. Obviously you had no idea what you just wrote there. You don't read left to right? You read top to bottom? Than how do you send your emails?
    Do
    you
    send
    them
    like
    this?
    Looks professional.
    Sure pdf documents suck rather send them .txt.
    How many copies of any software have you sold yet? 1? Then how would you send them more than 1 file? One by one? And an executable file? Browsers hate downloading .exe files.


     
    Last edited: Aug 24, 2011
  19. hardKOrr

    hardKOrr Newbie

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    Self-extraction is always good though, will also allow you to package a faq or something similar. It can be ran immediately after the "install" as well (or atleast an option).
     
  20. Jonny Quick

    Jonny Quick BANNED BANNED

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    Wow it sounds like you are as big of an asshole to your customers as you are to the people whose advice you solicit. I look forward to your eventual shitlist thread and your eventual ban. I have a sixth sense about these things, and you are an asshole on his way out.

    Just know, that when your shitlist thread appears, I'll be right in the middle of it, shoveling dirt into your grave.