Dealing With People That Just Don’t Get It

No matter what kind of business you’re in, sometimes you must deal with people that just don’t get it. Yes, we all have those moments when we, you mean little old me, miss the most obvious. You know, it’s the looking for the ketchup in the fridge and not being able to find it, even when it’s right in front of your face and you have to look around it, to see where it’s not.

But then there’s another level that’s like those funny calls Dell tech support gets when someone mistakens their CD burner for a cup holder and calls Dell for help fixing it. I had one of those this week and you can’t do anything but just put it behind you and move on.

We sell a vegan meal planner on our healthy diet website that costs a mere $17.97 and is available as a, what else, digital download. You know, an ebook. Apparently there are some that don’t understand what an ebook is or either they don’t read the painfully obvious sales page that explains exactly what it is. And just in case you don’t understand what we’re selling on that page or would like to know more about what’s in the ebook, you can download a free sample copy that has the table of contents, introduction and table of more than 40 recipes.

Of the 3 people still left in the world that don’t know what an ebook is, I came across one a few days ago. They found the sales page, they downloaded the free sample ebook, they ordered the ebook and then they asked for a refund because they thought they were getting a book. They said they don’t like to read on the computer. I don’t like to read long documents on the computer either. I explained this to the customer in an email and said that they could do like I always do and print out the document for further reading. Then they wrote back and said they would just rather have their money back because they really wanted something they could write in.

Okay, at this point I am going to cheerfully refund the customer their $17.97 because it’s not worth it to explain that the whole concept of a meal planner that you can write in, as it states on the website by the way, is that you can print out the grocery lists, weekly planned meals and menus as many times as you wish. Last time I checked, that was what an ebook was all about.

Thus is another day in the life of an internet marketer. This is why affiliate programs are so appealing so many people, because you don’t have to deal with issues such as this. You refer traffic and get your commissions and someone else gets to explain what an ebook is.

See, blogging is easy, there’s always something to write about.


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11 Responses to “Dealing With People That Just Don’t Get It”

  1. If it is already clearly explained, I wouldn’t have refunded him. Let the buyer beware. You didn’t do anything wrong. He’s probably just a cheapskate who wanted to see if he could get the ebook for free. Which he now did.

    He could still complain to his credit card company or PayPal. PayPal will stand by you quite likely since your offer is clearly explained. And his credit card company may or may not.

    Either way, I think you should make clowns like him at least do a little work. If you got really lucky, he’d buy ihateezhealthydiet.com and then set up a blog where he describes his sordid tale and giving you a few free inbound links. Nice!

  2. I wonder if he/she was trying to take you for a ride. They probably knew exactly what they were buying, but just wanted it for free. People are sneaky like that on the internet.

  3. While I agree with the two above that the customer may have been trying to get a free product- I also agree with Alan that they probably really just didn’t get it. I know a lot of people who are on the internet daily and yet have no clue as to what an ebook is. Naturally it’s the consumer’s fault for not understanding a product before purchasing (and as a consumer, I would have just bit the cost if it was that low when it’s my fault for not understanding), but it’s always a part of business to have to swallow cost.

    In the real world stores, you have to deal with shoplifting, returning used items, etc. We have to deal with just as many issues online. Just as a real world store can’t accuse a customer of shoplifting without proof, you can’t accuse an internet customer of scamming. I think Alan handled that all pretty well and may even get future sales because of referrals from a former customer who was satisfied even after making a mistake.

    Maybe Alan could even write an article on “What Is An Ebook” and link to it on his ebook sales page to prevent future misunderstandings, and place a link to the ebook on the “What Is…” page to increase sales from curious shoppers.

  4. Yes, gladly refund the money… just to send them on their way.

    Knowing my style, I’ve gone a few rounds with these f*ckers. Sometimes they bitch to paypal and then you have to deal with paypals shitty complaint process that is so against the business owner its not even funny.

    You should have told the person that you would refund the money once they had printed out the book and sent you a copy by mail. If they tried to explain how plainly easy a refund is and should be, you then use their logic and just say, “yeah, but i need something physical for record keeping, so just print me out a copy of the book and send it back and I’ll gladly refund you for the postage too”

  5. I don’t get it.

  6. That is hillarious. Yeah, those people are still out there. I usually like to refund people very quick when they do not “get” things. It is just funny and usually we can learn thing on how to improve our sites, but some cases like yours are just ready for the section “candid cam…ehhh candid internet…”

    Semmy Stumpp
    Without Fun There Is No Success!

  7. Hilarious! Some people just dont understand the digital age. 😉

  8. I once had the same encounter. I run a web hosting company and this have given me the opportunity to encounter this kind of clients on a daily basis. Imagine receiving a ticket from a client asking for a refund for a domain name that has been registered? The truth is that most people don’t bother to read the Terms of Services (TOS) on any website. They just place order and expect to receive a refund of their money if they don’t like the service. I would advise that we all make our TOS very visible on the homepage.

  9. I absolutely love your ezhealthydiet.com site – and even though I’m not vegan, I appreciate the uniqueness of your meal planner.

    Even my grandmother knows what an ebook is, and has purchased one or two during her adventures on the net. Sadly enough though, a lot of people don’t know and just don’t get it.. as a business owner you either deal with them, or eliminate them all together…

  10. Hi Alan, nice article and posting and about your health site I just visited, anyway I was just wondering since I am doing research for SEO and Traffic and corellation with Alexa Rank, can you please share me what is the visitor per day of your ezhealthydiet.com, and on specific niche like that, can you still make money on that?thanks for sharing

  11. Ari,

    That site gets about 800 to 1,000 people day and yes, you can absolutely make money with a site like this.

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