I received 4 emails for the same student between 11pm last night and 6am this morning, my time.
In each one, he got increasingly angry that he couldn’t find my “24-hour technical support number” and that my “technical support guys” were not responding to him instantly.
His complaint was that one of my $7 offers last week was too big for his computer - and he wanted to know “what I was going to do about it”.
I avoided the temptation to tell him that he needs a bigger computer or he needs a tidy-up (the file was just under 30mb!), although I was tempted, I’ll admit.
As you know, it’s just me here - with Lisa helping, of course - and I couldn’t possibly answer phones 24/7 of course!
And I know that you accept and understand that!
He’d been getting my daily newsletter for 12 months, so since the very early issues.
As I said to him, politer perhaps than I needed to have been, I have readers and students and clients worldwide, and couldn’t possibly offer a phone service … especially for a $7 product.
I also told him that I’d happily refunded his seven dollars.
He came back, ever ruder, and insisted that I should offer such a service and it was “disgraceful” that he’d “bought a product online without telephone help”.
I explained, gently, that presumably he subscribes to my newsletter to learn how to start and run a business of his own.
And that he would find it very difficult to offer the service he was requesting, too.
And that I’m really trying to get him to learn the realities of business (even Microsoft, Facebook and Google don’t have telephone help desks).
He replied that this was different, as apparently all of these companies are “free” and he’d paid $7.
There’s no helping some people is there?
He’s no longer a subscriber … err, obviously.
Which is good - I can now reply to sensible emails and help genuine people that much quicker!
Agree / disagree?
Do let me know, please!
I’d better add that over 99% of all the emails I get are lovely - and I really enjoy reading them, helping you to surmount a problem and increase your income and success!
Apart from weekends (when it might be as late as Monday before I can reply depending on what I’m doing), I (almost!) always answer the next day my time (the newsletter goes out at 6.50pm my time!).