How did you deal with difficult customers via email effectively?

Hire someone just to deal with them. That specifically handles the small headache customers. And outsource it if you have to.

The small, complaining customers are always the ones everyone wants to get rid of. They consume so much oxygen. They take up all of support’s time. They escalate things to the CEO. Too much drama for too little revenue.

But the thing is, often the customers that complain the most are the most engaged. The ones that will stay with you for 10 years. The ones that, complaints aside, will recommend you to a friend.

If you can’t afford to service them with your core team, at least hire an inexpensive support resource that is remote and that will pick up the phone or the Intercom/Gorgias.io ticket. At least to talk to them.

That really doesn’t cost all that much, and it takes the burden off your core team.

More here: Don’t Fire Your “Worst” Customers. Hire Them a Psychiatrist Instead. | SaaStr

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Published on March 2, 2019

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