For MANY years now, I’ve been marketing online I had ONE photo of me on all my material. But shoot 🙂 I am getting older… so which photo is better in your opinion.
Thanks for helping me 🙂
I’ve decided to make this post for couple of reasons… One is…I feel, most fights occur because people don’t understand both sides. In addition, there are few ways to prevent this. And as you are about to read this whole story, I hope you will get an understanding of both ends.
Recently, I’ve had a customer of my message me saying how one particular vendor was really rude towards him. (Vendor I know personally, so I was actually shocked that it went down like that.) Vendor is very nice, I spent 4 days with him, and he genuinely loves helping people. So imagine my surprise when I heard about this whole issue. However, at the time I was busy with my own work, so I said, I would look into it a bit later, and discuss it with that vendor.
So here is what happened. Vendor has a support group designed to help with the software. Customer was asking gazillion of questions inside of the group and this made vendor upset. They started arguing, cussing at each other and it ended up getting to them completely blocking each other on Facebook and vendor issued a refund to the customer.
Customer felt like he was badly treated. I am sure, vendor feels the same way… What is worst here… Customer actually loved the product and wanted to use it in his business.
Here is my personal opinion on the whole situation. And here is where I hope understanding will happen and this post might help someone and solve frustration on both ends.
Vendors normally sell 1000+ products in a week. That is 1000+ customers they try to help. Often times, even when they are working with a team…There is very little sleep happening during that product launch week. Vendors get very tired. They don’t mind helping customers and this particular vendor was really on top of it providing support. Now imagine if that vendor had 1000 customers asking 6-7 questions per day… They would go crazy.
NOW, not to sound as I am on the Vendors side…just trying to show both ends. If there is a support group, and you do have questions. Write them all in 1 post and ask it in one setting. Because maintaining 6-10 threads it gets crazy and no reason for that. Also, sometimes you really can get the answer on YouTube or Google. (Of course, I don’t mean those related to that particular product, but for overall questions)
One thing that I personally did not like about that whole WAR between customer and venodor was that their private conversations where shared publicly in the group. I feel that is totally unprofessional. And before you say, you did not have it happen to you…I wanted to share this…
As I just recently launched Commission Drill. I was on the vendors side. As an unadvertised bonus, we also added VIP group for our customers. People often have questions, and we want them to succeed.
I don’t advertise vip group on the sales page… WHY? Simple if the above situation was to happen to me, I have a right to remove that person from the group…
So going back to the situation I’ve experienced.
I had a person message me for the past 6 months, on an off, asking how she can get into Internet Marketing. And there are really so many ways… She was more interested in Affiliate Marketing so Commission drill was a perfect way to get going. This person actually purchased all the funnel products total $133. However, we were just on the first product, she paid for 12.81. She previously wanted me to coach her 1 on 1, but she could not afford it – which I totally understand.
So it is Sunday… she is added to the group.. And she asked few questions. 30 min. later as neither me or my partner responded to her question, she sent me PM. She said, no body responded to my message. I explained that we are not available at the moment, but we will respond shortly.
So I took the moment to see what she asked and responded to all the questions. And left to spend time with few of my friends and my kiddos.
Less than 4 hours after, I got back to find a mile long message. How unprofessional we are, we are not there to help her and that my partner blocked her… I was actually surprised as I saw he had a note to her in the group, that he would help her privately as it seemed like she had many challenges.
I had a talk with my partner, he said, Ivana, she was creating such a bad environment… I had to. So ok…I tried to talk to her… She sent another mile long message and at the end, she said, I don’t think this JOB is for me. And few times already, I’ve tried to explain, that this is NOT a job, it is a business.
The problem was, she wanted to get started and learn it all in 2 hours and generate 1000’s of dollars per month WITHOUT website and she wanted our coaching on top of it – to be there to guide her at moments notice…For a product she paid for $12.86. As the one we were discussing was at that price.
So how did I handle it? I asked her politely to send her e-mail address. I did say that I feel this is not for her. I refunded all, purchases and asked her nicely not to message me again.
You see, if you are totally new, it will take you a bit longer to wrap your mind around a strategy you are learning. IF you don’t have a website, to get accepted into CPA network, you do need one, so you will have to create it. If you don’t know how, learn or outsource. BUT don’t expect to learn to run a full business over night.
If you have purchased any of my products…you do know that I really do care about my customers… BUT anyone adding negativity is not a customer I want to work with. Keep in mind, product sold is the training you have purchased. …Group support is extra help if you need it.
Our group that we have is really a positive group and our members are seeing results already.
Now I know this was a little bit of a long post. I don’t feel we as vendors should publicly lash at our customers or share our conversations publicly. Private is private. But for me personally, if a customer is rude, hostile, negative, it is not a customer I want to work with.
Like I said in my group yesterday… I would rather help 100 people succeed than have 1 ruin it for all!
On that note… have a great day 😉
I have to say… I have my own beliefs and I do find Christmas to be a family holiday… It is the joy of the tradition we have that brings joy to my heart… As I write this, I am heading over to see my family and spend 4 days with them… That is the best part of Christmas for me.
Having said this… During this Holiday season… I wish you peace, joy, and all the happiness!
May this incredible time of giving and spending time with family and friends, bring you joy that lasts
throughout the year.
All the best to you and your family!
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Today I have a really cool story to share with you… Funny as well…On my way to Portugal…I had to run to catch my connecting flight as my previous one had a delay for the take off… I made it the very last minute… So I walk in…Going toward my seat…and two older ladies were in front of me… So I am standing there as they needed a little extra time to pack up their bags….and since I had nothing better to do 🙂 I started to look around…
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