MBA939 How to Deal With Evil Customers

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Hey O welcome to the $100 NBA show, the business podcast that knows your time is valuable. That's why we try to get you the the best business lessons in 10 minutes every single day with our daily 10 minute business lessons for the real world. I'm your host, your coach, your teacher Omar Zenholm. I'm also the co founder of the Hundred Dollar MBA, a complete business training and community online over at 100mba.net if you are just getting started. If you want to make sure you nail your business idea, make sure you're actually creating something that people want to buy. Then you need to check out our complete course on Idea Validation. This is a seven part course with a workbook to make sure you nail your business idea, feature, price, whatever it is. And this in depth course is absolutely free. Enroll at no charge over at 100mba.net in today's episode you will learn how to deal with evil customers. There are people out there that simply don't want to see you win. They these people can be downright nasty, belligerent, even abusive. And we're not talking about competitors, we're talking about customers. People that actually buy your product. What's up with that? How do you deal with these people? Well, the good news is is that you have options and we're going to explore those options today. This is going to happen to you as you grow, as you start building your business. If it hasn't happened already, you're going to get customers that are just horrible. They're just not nice people. They're people that you just don't want to deal with. And I'm not talking about people that are irate or are upset for a good reason. These people are being nasty for no good reason. I'm going to show you how to deal with these people, how to deal with evil customers. I want to make sure that you're prepared so when this does happen, or if it's already happening, you handle it with grace and you don't stress out. Because at the end of the day, you can't let somebody, whether they're a customer or not, affect you and your business in a negative way. So let's get into it. Let's get down to business. One of the things that I had to learn the hard way, it took me a long time to learn this. I'm not particularly proud of this, but it took me a while to understand that there are people out there that just are not going to like you. They're just not going to like you. They're not going to want to see you win. They're going to be mean to you and nasty, regardless of how you treat them. Some people get a high when they see other people lose. I know this sounds crazy, but it's true. There are people out there like that. Unfortunately, they're just messed up.

And.

And you're gonna cross paths with people like this as you become more successful. Some people just can't stand it. You can call it jealousy, you can call it envy, you can call it whatever you want, but at the end of the day, it's gonna manifest in a way that you're gonna have to deal with. People are just gonna be straight up mean to you. And sometimes not often. These people are your customers, people that actually buy things from you. The communication is just so out of line. And now with communication being on email or chat, people are even more aggressive when they're this type of person because, hey, there's no confrontation like being face to face or even on the phone. Same. So how do you deal with these people? How do you make sure that this doesn't affect you as a person? Because a lot of us, you know, especially me, when I remember this happening to me, I'm so glad that I've gotten over this and I've learned how to be better at this. But often we just. It really ruins our day. It ruins the way we think and the way we function, and that's horrible. You just set back our whole business off one person, you know, trying to be nasty. They've succeeded in that way. So how do you deal with this? Especially if they are a Customer number one, you have choices. They don't have to be your customer. It's your business, it's your product. If you don't have this in your terms of services, make sure it's in there that you can refuse service to anyone you choose. This is in all terms of services of most companies I've seen because of this. Because you're going to get people that are just going to be more detrimental than they're worth, and you just want to cut them off. I don't want to deal with you anymore, that they're just not worth it anymore. So you have that choice. You have the choice to reaching out to this person that's just being straight up evil and just saying, hey, I don't think we're a good fit. You're obviously upset. You're obviously not happy with being our customer. So here's a refund. If you'd like to give them a refund, you can. But you can put in your terms of services or refunds. It's up to you. You know, if you want to give them a refund, you could go ahead and give them a refund. You can cancel their subscription. Thank you very much, But I don't think we're a good fit. And that's it. Done deal. You don't have to deal with them anymore. If they continue to be nasty, that's a different story. You can get your attorney involved. Somebody who's really being abusive maybe needs to be told what to do by an attorney. But usually that solves the problem. Usually that really is a shocker to them. What the heck? This person is refusing to serve me. I wasn't expecting that. I'm entitled to service. No, they're not. They are not entitled to the service. You built the business for yourself. You built the business so you can serve the people you want to serve. This is not somebody you want to serve. Simple as that. This is the luxury of having a business. You don't have to serve everybody that want to be served. If you have somebody that's causing you pain, that's causing you problems, cut them off. You don't have to deal with them. Now, if you don't want to go down that avenue. If you want to continue to have them as a customer for any reason, you think you can win them over, maybe you want to just keep them as a customer. That's an option, too. That's a viable option. But you got to treat this person differently. This person that's just being nasty, being mean, where they're just being, you know, really irate and hurtful for no real reason. Maybe they're complaining about something that is not really worth complaining about, or maybe it's not something that you promised. Some people are just going to find something to really be nasty about. What do you do? Well, first of all, you need to make sure that you understand that this is not a normal situation. That whatever happens now is not something that you should take for face value. You know, you got to take everything with a grain of salt. This person is obviously has an agenda. They're trying to hurt you. So you can't let them hurt you. Whether it's you or your customer service team or your virtual assistant, you got to make it clear that, hey, this is the profile of this customer. You, you can just stay professional and reply to them in a cordial manner and answer their questions as factual as possible. I would also address at the top of the email or the top of the communication, hey, we do not appreciate being spoken to this way. Please speak to us in a respectful tone and you can remind them of your terms of service. It's not a threat. You can say, hey, this is the consequence of continuing to act this way. If you continue to do this, this is what's going to happen. I'm just giving you a heads up. We're going to cancel your service. And that's within our right. You signed up to this. You, you agreed to this when you signed up. And you gotta take that course of action, in my opinion. You know, I've tried both ways with different types of customers. Some people turn around, some people like, you know what? Sorry about that. I had a bad day. I didn't mean to be so nasty, you know, thanks for letting me know and you're okay. And you can kind of keep that whole situation dormant. But some people, it doesn't matter. That makes them even happier. When you go down that route and they're like, yes, I'm getting under their skin. They're reacting. In my opinion, when you have that type of person, you have to cut your. You have to say, you know what? This person's spending so much of my time and energy and focus, it's not worth it. By the time you have replied to this person back and forth a whole bunch of times, you could have, you know, gained three more customers in that time. So it's not worth your effort when somebody just purposely trying to hurt you. Really being nasty. Even if you decide, hey, I'm going to terminate this person's service, or, you know, Refund them the product. I don't want to deal with this person. They will continue sometimes, sometimes they will continue to email your customer support. Even as somebody who is not a customer, a former customer, at that point, you need to really decide what you want to do. If this person is being irate, if this person's really being belligerent to your team. With technology these days, you can block these people's email. You can just block them and make sure they never come back to your email. Often in these situations, the more attention you give this person, the more you reply, the more you, you actually fuel that fire, the more they are getting what they want. So it's best just to ignore it by just blocking them, especially when you have no obligation towards them anymore. And if they're just being nasty and they're just being irate, you know, there's no reason to expose yourself or your team to that kind of language or that kind of behavior. You have to remember that you are in control. This is your business. You created this for yourself and your lifestyle. Don't let people dictate the way it's run. Don't let people dictate how your day goes. Don't let people dictate who you serve and who you don't serve. That's up to you. Some of us get really unlucky and get some of these nasty, nasty, evil people. At the start, when we're starting our business and we feel like, hey, I gotta take this customer, I need the money. You don't. And you gotta look at it in a practical way. They're costing you more time, they're costing you more money to keep them than what they're actually giving you for their business. You do not need the headaches.

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Part of business is dealing with a range of people. People that are sensible, people that are insensible, some people that are just downright nasty, some people that are super pleasant. You're going to deal with the whole spectrum. Your job is to make sure that you keep things steady, that you don't allow external things, external people to affect the way your business is running. You make that decision, it's your business. A story comes to mind about Elon Musk in the first few years, in the early days of Tesla, when Elon Musk is really trying to push the new Model S. This is the second model that they released after the Roadster. The Roadster was to raise money so they can be able to build a Model S, which is like their flagship car now. And Elon is very open to the media and allows people to write blog post articles and he invites people to the factory because he's very proud of his product. But one writer wrote a blog post about Tesla that was absolutely nasty and half of the information was just false. He just made up things that just didn't happen. When he went to Tesla, he complained about things that just never even existed. And the whole point of the article is really just to take a stab at Elon. He was just really upset that his Model S car was going to be delivered a little bit later. And Elon communicated way in advance that, hey, we're a little bit behind in production, but you're going to get your car just a little bit later. On top of that, he said, hey, if you want to get a refund on your reservation, that's an option. You can do that. So it's not like he had his money hostage. He could do whatever he likes. But he was so upset about this for some reason, he just went on the attack and was just absolutely nasty in this blog post. He has somewhat of an audience with this blog. But Elon, understanding that this is his business, he's the leader and he could do what he likes. No one's forcing this guy to buy a Tesla. So he publicly stated that that this guy that wrote this blog post will not get a Tesla. He refunded his money. He canceled his order. Then Elon publicly said the person that wrote this blog Post will not get a Tesla. He canceled his order, he refunded his money, and he banned him from buying any Tesla in the future. Basically, he said, listen, I don't want you as a customer. You don't get the privilege of owning a Tesla because of the way you're acting. He made it very clear. I have no problem with, you know, people disagreeing with me, with people, you know, writing things that maybe are a bit critical as long as they're founded in facts that they're true. But when you make up stuff and you just attack people to try to tarnish somebody's, you know, company or hard work just because you're upset about something that you can easily get out of, he's like, no, that's where I draw the line. You don't get to have a Tesla. You don't get to be one of the people that gets to be a part of this company, be a part of what we're building, and be an owner of my product. And people were a little bit taken aback by this or shocked. Like, man, Elon, you could do that? Yeah, I could do that. It's my company. And a lot of entrepreneurs, like, yeah, I guess he can do that. Why not? You know, it's his business. He can sell what he wants to sell to whoever he wants. Guy who wrote that nasty article filled with lies got his order canceled and can never buy a Tesla. Now, obviously, this is an example and somewhat of an extreme example, but it shows you what you're able to do as an owner of a business. You don't have to take anything from anybody. You. You don't have to just bear and grin it and just kind of pretend this is not happening. Feel like you're being attacked or your dignity is being, you know, really just stomped on. It's your right to say, no, I will not allow this. And I just don't want this kind of person to be a customer. We're not a good fit, period. So you will have evil customers from time to time. It's not that often, but you have options and you know how to deal with them. Now, you may not have any evil customers right now, but you may in the future. So make sure you bookmark this episode because you may have to go back to it. Thank you so much for listening to the $100 NBA show. If you love what we provide, if you love our show, let us know in an iTunes rating interview. We read every single review. It helps us improve. It helps us know what you love about the show and also helps other people learn about the show and know if it's good for them. So thank you in advance for leaving us a rating and a review. Tomorrow's Wednesday, and on our Wednesday episodes we answer listener questions. And we have a listener question from Fabian and Fabian asks, I have an online business. Do I need business cards? A great question because are business cards obsolete now? Do people still give these out? Are they useful in any way? We get into it in tomorrow's episode, so make sure you tune in for that. Alright, that's it for me today, guys. But before I go, I want to leave you with this. Sometimes business gets emotional. In a lot of ways. It's an emotional game. If you can keep your emotions in check. If you allow things to affect you, you have to control your surroundings. You have to stand guard. Can't allow people affect the way you behave, the way you feel, because the way you feel is going to affect what you do. So stand guard. Be careful. In a lot of ways, business is an emotional game. All right, I'll check you in tomorrow's episode. I'll see you then. Take care. Of.

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