Found a great article that I thought I would share with all the sane and hard working people out there :) Crazy customers and clients…we have all had encounters with them and regardless of our best efforts to remain polite and positive, crazy clients are just that: crazy. It’s best to remember that there is nothing you can do or could have done that would make these crazy people happy. Unhappy customers are often unhappy for a multitude of reasons. Sometimes there are underlying issues like addiction and mental illness, other times they are used to getting what they want by complaining and being pushy, and sometimes they feel like you “owe” them additional free work or products for no additional cost because they feel slighted in some unrealistic (or lets get real: imaginary) way. Regardless of the reasons, these crazy customers are often abusive, abrasive and incoherent. They expect you to pay out on work that delivered, work that they claim isn’t what was expected or they are just looking for more free shit. Remember, the customer is most certainly NOT always right. In fact, they are often quite wrong (!) and we are being polite when we don’t rub it in their faces. If you delivered what was promised, and more, and your customer/client is still unhappy: forget them. Seriously. You did your job! You probably went above and beyond, you managed to keep you shit together for as long as possible, with as much good humour as possible, and we don’t need to suffer the abusive or drunken ramblings of the insane. Keep you calm and carry on. That’s it. Keep calm….and carry the fuck on. Don’t give in to crazy customer demands. You did everything you could and you were amazing. There is nothing more you can do that will make that crazy customer happy and anyone who asks for extra, when they clearly got what they paid for, are not worth the effort, time or attention. Haters gonna hate. Haters will only make you stronger :)
Check out the great article below. Happy travels, my lovelies….
Sunday Steinkirchner / Contributor
I discuss the triumphs and challenges of being my own boss.
Ever have a “client” that is all talk and no action? I put “client” in quotes, as this person leads you on but never actually buys anything. Recently, a man overseas had a habit of placing multiple orders on our website, only to never pay for the items. Every month for about a year, five- and six-figure orders were placed, always with the same result- credit cards declined, foreign checks bounced, bank fees incurred. In response to our repeated inquiries, this gentleman sent us lengthy emails containing intimate details of his private life and manuscripts for his unpublished novels. Eventually, our optimism of this man becoming a regular customer subsided and we agreed that he was just plain nuts.
On a house call a few months ago, we encountered a guy who loves to debate religion and politics with strangers. The best way to deal with this, of course, is to not engage in the discussion at all. However, it’s a little difficult to get away from this guy when he keeps cornering you in his mother’s dark, labyrinthine house, and you can’t leave because you really want to make a deal. We were relieved when we finally left (with the books we came to buy), but more than a little freaked out when he said he was going to call us to follow up on the discussion. Thankfully, he never did.
The very worst experience we’ve had buying happened rather recently. We visited a man who wanted to sell his books to pay for his daughter’s cancer treatment. If this sounds rather heavy, it is, but we come across unfortunate circumstances like this all the time. Illness, or inability to pay for treatment, is often a reason people decide to part with their possessions. We pay well for the books we buy, but this man’s expectations were way too high. When we declined to accept his inflated prices, a calm and polite demeanor gave way to explosive and unpredictable lunacy. He was loud, abusive and accusatory. He shouted that if we did not pay him the money he wanted, we would be responsible for his daughter’s death. We found out later from local sellers that he rants to anyone that will listen, and even called our professional association headquarters, the ABAA, to curse out our executive director. He is well-known for his erratic behavior, and might even be a pathological liar (he does not even have a daughter, let alone a sick one.)
These days we are more likely to check with colleagues before we deal with someone unknown to us. The man in the above scenario finally stopped filling our voicemail with raging tirades when I picked up the phone, called him out on his behavior and told him we would never answer another call from him. While it is in most job requirements to deal with unsavory characters, you should not be subject to abuse or ridicule, and it is not your responsibility to fix your client’s personal problems. Be knowledgeable within your job description, patient when dealing with a hysterical client, and seek help from co-workers or colleagues when the scenario is above your pay grade. Even if you cannot predict what will happen, with each new experience you will learn about a new type of client, a new personality (or personality disorder), and a new way of negotiating. That way, you’ll be more prepared the next time something even crazier happens.