Quote of the Day
“You Can’t Please Everyone” Why Not?
April 30th, 2008 | 5 commentsAs I’ve been getting more into Twitter lately (follow me here) I’ve been having alot of fun “meeting” new people. Gary Vaynerchuk is one who I’ve yet to personally get to know, but I highly respect his marketing style!
He’s a good person, which is more important to me than anything else, and a very successful marketer, both online AND offline!
Below is a video Gary recently produced on his blog that I really enjoy and I hope you do as well!
There are a few things we take as common knowledge just because it’s said over and over again. Rarely do we actually analyze these things and challenge them!
Can you make everyone happen? Probably not, but a good person and a good marketer will try!
If you enjoy the video as much as I did, consider Stumbling it.
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1st May, 2008 at 9:07 pm
A fan-dam-tastic video! And he’s 100% correct. Boy did I just learn something today!
Thanks Josh
2nd May, 2008 at 7:47 pm
Good video Josh. When I saw the title, I was prejudged and thought I would disagree.
After listening to it, it sounds more like, “Listen to the people you haven’t pleased and figure out why.” This I am in total agreement with. This feedback is important when growing your / my business.
However, as far as pleasing everyone, I gave that up long ago. I process over 20,000 physical product orders a year. I figured out years ago when I was working out my house that some people just can’t be pleased. It doesn’t matter how hard you try.
You could sell $100 bills for $5 each and offer free overnight shipping and some percentage of your customers will find a reason to complain and be dissatisfied. I’ve had some unbelievable experiences with customers. Luckily, they are few and far between.
5th May, 2008 at 6:17 pm
lol @ “fan-dam-tastic”
I was the same at first, Brent. There are so many people whoa re just unhappy in life and are going to bitch and complain no matter what.
The main point I get from it is to at least TRY to please everyone. One way I like to stand out is by being very nice and considerate to the butt heads are aren’t to me.
It’s great to see their attitude do a complete turn around after I reply to their unprofessional email with a very nice, professional one.
Refunds for instance. Unless someone says something just TOTALLY out of line, I always respond to refund requests very professionally. Like “No problem at all. Not all products are for everyone. Your refund has been process. Best Regards…
You’d be surprised how many of those people follow my blog etc. just because of the way I handled the refund request.
Being nice is powerful
5th May, 2008 at 6:44 pm
Funnily enough I woke up this morning to just one of the folks you guys are describing so succinctly.
As I booted up the PC and checked my mail I responded to the customer - 13 minutes after the mail arrived in my inbox. I provided the help desk link and confirmed that I had also opened a ticket on the customer’s behalf and promised a speedy resolution.
The customer had said they would dispute the payment if I didn’t help them. Fair enough but as soon as I sent my reply and returned to my inbox, guess what……yep, a dispute had already been filed. I respond to that, explain why the short delay has occurred, ( a technical glitch with the payment processor, not me or the merchant) confirm that the help desk have already responded to my ticket and I’ve told them payment has been received, and their membership information will be with them in the immediate future but the customer insists on a refund.
No problem, I refund her money. Time from first contact to issuing refund was one hour and fourteen minutes. Good service? I think so and the customer could just have easily had what they paid for in the same time frame.
People are often wary of paying online and I’m very conscious of that. Having said that, this proves that some people can be very unreasonable and paranoid. This customer is lost to me forever, but with folks like that, there really is little you can do once their mind is made up.
The problem to my mind is the damage that people like that can do to a merchant’s reputation because no matter how effectively you deal with them, you just know they will run their mouths/keyboards to anyone who will listen and exaggerate the problem to the detriment of the merchant. Alas, some people want to be victims and don’t consider the implications.
I’m still happy that I responded and dealt with the issue in a calm and reasonable manner and gave them good service, even if, as in this case, they are sometimes too blinded by rage out of all proportion to the matter.
8th May, 2008 at 10:58 pm
Excellent food for thought, Josh. Thanks for sharing it.
It reminds me of the importance of “closure” so we aren’t waiting for the proverbial “other shoe” to drop.
I’m going to think about how I can move closer to this paradigm.