Sales and Service: July 2007 Archives

Sometimes I'm such an intolerant b*tch. I wanted to title this article "Dealing with Idiot Customers" but thought better of it.

I got this email from a customer who ordered a bio template from my how to write a bio service.

Barbra: I am afraid that this is simply not acceptable. In our previous communication I specifically pointed out what I needed in the bio and I expected you to provide the complete bio, not a template. Please send me the completed bio as we agreed upon or return the money back if you are not going to do this.

Of course, the first thing I did was refund her payment. No problem there. Then I considered what to write back. That's when Mean Intolerant Barbra popped up. She wanted to write:

I have issued your refund. And you are an idiot.

But fortunately Customer Service Barbra prevailed. She advised me to write:

Dear ________,

I have issued your refund. I'm sorry for the misunderstanding, but if you read the order page you will see that it is very clear that you are purchasing a template, not a custom written bio.

Best of luck to you,

Barbra

Because it's business, right? It doesn't hurt me to be nice about it. And hey, if I'm really honest about it...I've been in that customer's place too. I've misread things and made assumptions about what I'm getting for my money. So I got over myself and did my bit for peace (and customer service) today.