My Customers

Posted Wed Nov 14 @ 08:00:11 PM PDT 2012

It has almost been almost 4 years since someone paid to use one of my websites. I still remember who my first customer was: a medical doctor named Greg. I've had thousands of customers since then and the vast majority of them are incredibility gracious and patient with me. I am very fortunate to have such great customers.

But of course, there are always a few bad apples. Today, a (former) customer of mine who used my product for a month decided to file a chargeback with their credit card company. The customer never asked for a refund, or even made contact with me; this AMEX card holder just filed the chargeback. On top of that, she left the reason for the chargeback blank. I know it's not a big deal, but it always gets my blood boiling. I emailed the person and of course, she hasn't responded. It's not even about the money. My payment processor will refund the payment, and charge me $15. I'm out $35 bucks. It just feels like a slap in the face when someone is ungrateful for something you've poured hundreds of hours into.

I had another notable bad customer a few months ago. This lady purchased my product, then emailed me a few times asking why certain features were missing. I tried to explain that those features didn't exist in my product, and that she simply misread my list of features, or confused my application with a different one. I told her I would be more than willing to refund her money if she was not satisfied.

I have made it a habit to always offer a refund if I sense the customer is unhappy. They actually sound surprised when I mention it and they rarely take me up on the offer. But I think they feel safer knowing they can get out of the deal if they want to.

But back to the customer...I didn't hear back from her until a few weeks later. She disputed the payment with PayPal (fortunately, she didn't go through the chargeback process or it would have cost me another $15). She claimed I was running some kind of fraud, and purposely misleading customers (or something to that effect). What a nice lady.

I actually think those were the only two bad customers I've had the pleasure of dealing with this year. Fortunately, there are a thousand good customers to every bad one. I've got it pretty good!

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