The WEST Program Blog

Internet Marketing Customer Support Service: The Customer is Wrong

I deal with it every day and recently a friend of mine, Barry Goss, showed me this video about customer service. Internet marketing customer service is a bit different than traditional businesses. Many times we see emails like this:

“Hi Bob

I know you said the special offer you were making was only available until noon Eastern time last Wednesday, but I just got the money for it and I need you to put that web page back online.”

My answer to this one… “Ah, no… the offer also said no exceptions.”

Or this one,

“Hi Bob,

Your WEST program is $1997 or a payment plan. I only have a thousand dollars. I’ll pay you that until I make some money online then I’ll pay you the difference.”

WHAT?! Seriously, this isn’t a trade show or a market where you can haggle prices. Internet based businesses are businesses all the same. We don’t haggle prices and we do sell products and services that we have created to provide solutions to people. When you do business this way, you are showing that business person that you cannot be trusted as a customer and you are also, on a subconscious level, devaluing that service within your own mind.

From the position of a business owner, I like to picture the customer in my mind as if they were standing right in front of me, speaking to me one on one with this type of haggling. Then, I wish to myself that I could record this conversation on video so they can see what they look like and hear how foolish this haggling all sounds.

Sometimes, I realize, we build strong relationships and bonds with the people that subscribe to our newsletters and purchase our products, but at the same time, by haggling price with the vendor, you are devaluing their service and pulling food out of the mouths of their family. For many online business owners, you may even be taking away the only profit that they have made all month long!

It’s not right. Vendors and product creators online work just as hard as other folks in traditional businesses, many times they work harder to make a buck. The next time you want to haggle price… take a look at this video and think about how this comes across to the product owner. Take a look below:

Click Here to Do Real Business and Become a Real Customer as Well

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Hi,

Bob Yeager here… could you give me a moment
of your time please?

I always like to get you at this time,
because you’re focussed, I know you are
right?

Well, I was hoping you could help me out for
a moment. Could you look at two videos and
pages for me?

I like to get opinions from the outside.

Sometimes when we create videos and things,
we tend to get too close to the process.

I know your eye is sharper than mine, so
I was hoping you could take some time for
me to do this.

The first page is this one:
http://www.TheWESTProgram.com

I just put a new video on it and wanted
to be sure that my message is getting
across clear.

If you could tell me if it’s cool I’d
appreciate that… also, there is the
page that is after that one:

http://www.TheWESTProgram.com/west.html

I want to be sure that I am covering the
topic in enough detail to get the value
across that is there.

After you watch those videos and read those pages

could you leave your comment below with your honest thoughts?
Thanks!

Bob Yeager

Creator of www.TheWESTProgram.com

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