Here’s the skinny:
Yesterday “Email Players” subscriber Neil Dhawan sent me an email about a would-be customer who disrespected his time (and, thus, him) during a call, and the email he wanted to send her telling her why he wouldn’t let her be a customer.
Below is the conversation thread between us.
(Including the email I suggested he send instead, which he did.)
Methinks he dodged a bullet.
Here’s the thread:
Can I please have your input on the following response I am sending someone – who I am denying being one of our customers. This is a tough route for me to take, and I would greatly appreciate your unfettered advice.
Thank You and Stay Amazing, Neil
*************************
Hello ___,
We have not received your email and, to be honest, we would simply delete it without reading your message for a very good reason:
We do not want business from rude and disrespectful people like you.
How so?
You called and spoke with me and I was quite happy to hear the benefits your cats received while using Geneflora for Pets. I patiently listened to your stories and inputted helpful information when you asked.
During our phone call – which was moving towards the 16 minute mark – you received an incoming call.
You simply said, “I have a phone call coming in.” and without hesitation, clicked over to take care of your personal call with complete disregard for my time and that behavior is unacceptable and will not be tolerated.
During our call, I let THREE phone calls go to voicemail, as I was respecting your time – addressing your questions and comments.
Perhaps in the future, when someone offers you’re their undivided attention, you show some class and do the same.
I’m not going to get into a long explanation, as you don’t deserve any more of my time. Knowing that you have access to a computer, you can order the product online. However, do not order from our website, as the order will be reversed.
OK, so that was Neil’s email he was going to send.
Here was my reply:
I would not send that, it comes off as butt hurt (I get where you are coming from, believe me, we’ve all had that happen) and will only give our gal ___ an ego boost.
Simply say:
We are not interested in your business.
Good luck.
And leave it at that.
Even if she writes back (and she very well may) begging to be your customer or demanding an explanation simply ignore her. you don’t want to reward bad behavior. And giving someone more of your time and attention by even writing them an email that is more than a few words is rewarding them with your time and effort.
It’s easier to find a new customer than try to fix a toxic one.
That’s my take on it.
Aaaaaaand, here’s what happened when he used my advice:
Okay, so I’m going to need thicker skin.
She replied with a tirade that began with: Thank you for your nasty, degrading email! There is no way I would ever consider doing any kind of business with your company again and I will make sure that others (pet supply stores, veterinarians, etc.) who might consider such, will definitely never do business with you.
More stuff in between …
And ended with: Maybe you had better go back to India!
Note to self: “We are not interested in your business” is nasty and degrading and not, in fact, as tactful as I first thought – though “Good Luck” was a nice little jab.
Thanks Ben 🙂
Let’s face it.
It takes one helluva rationalization hamster running on all cylinders to draw “nasty and degrading” out of the 9 word email he responded with.
And what’s with the “go back to India” crack?
Sheesh.
But, that’s how low class jackass people be. Why reward someone like that with allowing them the *privilege* of buying your product?
Let ’em haunt your competition…
Anyway, go here next:
Ben Settle
