We receive and respond to hundreds of emails from customers every day -- and 99% of our customers are the nicest people you could hope to meet, even if something hasn't gone as planned. (Book is delayed, shipment is crushed by UPS, glitch on the website, etc.)
But that other 1% of the emails we get just make you want to walk away from the job some days. They're mean, nasty, and belligerent -- usually over the smallest of problems. These people just go full nuclear from the first email, without even trying to be nice or calm, or failing that, not insane.
Something I've noticed is that these people who are insanely angry always seem to be brand new customers. In my experience, our regular customers are almost universally wonderful people. I suspect they give generously to charity and help the elderly cross the street. I wouldn't be surprised to learn our regular customers read to orphans and spend their evenings volunteering in soup kitchens. This post is not meant for them.
Today's tip on how to be a normal, well adjusted human being:
If you entered your mailing address wrong on your order, please do not blame Mindy or yell at her because of your mistake. Just say something like, "Oops, how do we fix this?" and Mindy will happily help you. Continuing to yell at her is not the way a normal, well adjusted human being deals with discovering he's made a little error. Yelling and stomping your feet is how a 5 year old handles things. If this is how you react to your $15 purchase being shipped to the wrong place because you entered your address wrong, I am seriously worried about your friends, family, and everyone else you interact with on a daily basis.
Brian
But that other 1% of the emails we get just make you want to walk away from the job some days. They're mean, nasty, and belligerent -- usually over the smallest of problems. These people just go full nuclear from the first email, without even trying to be nice or calm, or failing that, not insane.
Something I've noticed is that these people who are insanely angry always seem to be brand new customers. In my experience, our regular customers are almost universally wonderful people. I suspect they give generously to charity and help the elderly cross the street. I wouldn't be surprised to learn our regular customers read to orphans and spend their evenings volunteering in soup kitchens. This post is not meant for them.
Today's tip on how to be a normal, well adjusted human being:
If you entered your mailing address wrong on your order, please do not blame Mindy or yell at her because of your mistake. Just say something like, "Oops, how do we fix this?" and Mindy will happily help you. Continuing to yell at her is not the way a normal, well adjusted human being deals with discovering he's made a little error. Yelling and stomping your feet is how a 5 year old handles things. If this is how you react to your $15 purchase being shipped to the wrong place because you entered your address wrong, I am seriously worried about your friends, family, and everyone else you interact with on a daily basis.
Brian
We try to resolve any problem or question or concern, even if the person starts the conversation by using more profanities than a Quentin Tarantino films.
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