I learned that there are two types of bad customers:
- rude customers
- customers which are not market/product fit
For rude customers, please give them benefit of the doubt: maybe they are just in a bad mood that day. Your support team needs to understand that their job is to help customers to achieve their goal (not to talk about bugs). If you get a multiple rude answers after you try to help them, just cut them (refund and ban). Do not worry about twitter and social media things: only 3% of world population reads it. Do not worry if that customer thinks they are vip (like CEO of some random ‘ycombinator’ company). The successful people are amazingly polite.
For bad market/product fit, you need to explain how your product does not fit. Sometimes it is mistake of your sales giving them impression that you can do certain things. This is a hard problem.
In short, your customers will eventually define your company: in same way as in bar/restaurant business customers eventually define type of a bar/restaurant.
- rude customers
- customers which are not market/product fit
For rude customers, please give them benefit of the doubt: maybe they are just in a bad mood that day. Your support team needs to understand that their job is to help customers to achieve their goal (not to talk about bugs). If you get a multiple rude answers after you try to help them, just cut them (refund and ban). Do not worry about twitter and social media things: only 3% of world population reads it. Do not worry if that customer thinks they are vip (like CEO of some random ‘ycombinator’ company). The successful people are amazingly polite.
For bad market/product fit, you need to explain how your product does not fit. Sometimes it is mistake of your sales giving them impression that you can do certain things. This is a hard problem.
In short, your customers will eventually define your company: in same way as in bar/restaurant business customers eventually define type of a bar/restaurant.