Do you argue with your customers?
Seems like a silly question to some. But in my little world, it seems common. Not only that, but some in this business talk smack about their customers.
- They rail against refunds (even though they offer a guarantee).
- They piss and moan when somebody says their product didn't do what they said it would do.
- They shame their customers by talking about them on social media sites and industry forums.
See that image up there? Makes a lot of sense, doesn't it. It doesn't really even matter if you're right. You will fail in business if you argue (too much). Sure, once in a while, let it all hang out. In private. Not in a public forum.
To some, you will be a hero. To others, you will appear as a giant dick.
Giant dicks are only good in porn.
A wise man once said,
The customer may not always be right, but he's never wrong. — Me
Let that sink in. There is no point in proving to your customer that he's wrong. What does it get you? You won't save the sale. You won't gain any goodwill. You will look like a dildo to most.
What little you gain will be offset–and then (a lot) some–by the negative perception you send to the world. You create negative karma, you look like a petty little buffoon, and you will turn off a lot of current and potential customers.
Turn a Negative into an Opportunity
Use negative outcomes with customers as a learning device. It's an opportunity.
Maybe your product does suck. Maybe your sales letter was overly optimistic. Maybe you could improve one or the other.
Look, I'm not telling you to always give into the customer. I'm not saying that refund requests aren't disheartening. They are. But look inward when this happens.
- Maybe there is an opportunity to correct something.
- Set something straight.
- Be more clear in what your product or service does.
- Do a better job teaching your customers how to use your product.
- Do a better job getting the right customers to buy your product or service.
Of course, there are “haters” everywhere. Sometimes, you just can't please somebody, no matter what.
So be it. Let them go. Tell them–sincerely–to have a nice day. Ask how you could earn their business in the future. Offer them a free upgrade when you improve your product.
NOW is the time to find out why they aren't happy, what you could do differently, and how you could re-build your relationship.
This is a perfect opportunity to improve your product. You won't get good intel like this in 500 focus groups. I promise you that.