I just had my first “refund fraud” experience, which we lost… I could not give a f@#% about the money, like you said, it’s the principle.

The customer didn’t go social media terrorist on us, we said no to the refund (which was a month after the refund policy ended!) so they disputed it with their bank.

But here’s the pure mental part, the customer is actually attempting to teach people what I teach in my online product…

How did I handle this? I removed them from the community and black listed their email so they can’t buy any other products… Oh, and I also shared this video with them.

Thanks for all you do Derek, your work means so much to so many people 🙂

This has inspired me to test a zero tolerance no exception approach

When I have to face a bad customer, it usually means she wants an update on a website I created without paying for it. If this update is a small update and doesn’t take me that much time, I’ll do it ONCE. Because I believe that is customer care.

However, if they ask me months after the website has been finished, I’ll send them a proposal. If they don’t want to pay, they’re free to hire another web guy – I don’t bother too much about those people anymore.

None of those crazies has taken a discussion like that to social media yet. If they did, I have an army of well known entrepreneurs who are satisfied with my work, that I can use as credentials.

Best,
Jan

It’s nice to know we’re not alone in holding unreasonable clients accountable.

I adhere to a strict policy that anything said publicly about myself or my company reserves the right for us to respond using the client’s full name, other applicable information, and any proof the Company has collected that the client has benefitted from the service. Social Media/Review Sites works both ways and they aren’t there for anyone to be bullied.

This encourages them to be more honest in their reviews (rather than emotional and opinionated) which leaves a fair ground for a problem to actually be resolved. They are also motivated to keep the conversation private (via email) until resolved, which results in protecting themselves from a defamation/libel lawsuit which is always the next step when a Client attempts to disparage the Company in a dishonest manor.

Some people have called this harsh – but I call it evolution. Most companies will work with the client to resolve the issue, and it’s a real pain when clients jump the gun and put the Company’s (and their own) reputation at risk just to be a bully. I’ll be sharing your vide0 with my tribe 🙂

Angela

It’s nice to know we’re not alone in holding unreasonable clients accountable.

I adhere to a strict policy that anything said publicly about myself or my company reserves the right for us to respond using the client’s full name, other applicable information, and any proof the Company has collected that the client has benefitted from the service. Social Media/Review Sites works both ways and they aren’t there for anyone to be bullied.

This encourages them to be more honest in their reviews (rather than emotional and opinionated) which leaves a fair ground for a problem to actually be resolved. They are also motivated to keep the conversation private (via email) until resolved, which results in protecting themselves from a defamation/libel lawsuit which is always the next step when a Client attempts to disparage the Company in a dishonest manor.

Some people have called this harsh – but I call it evolution. Most companies will work with the client to resolve the issue, and it’s a real pain when clients jump the gun and put the Company’s (and their own) reputation at risk just be a bully. I’ll be sharing your vide with my tribe 🙂

Angela