There is quite a heated discussion going on over at the Warrior Forum these days about customer support. More specifically, how much support is a customer entitled to based on the product that has been purchased? And where do we draw the line with that support? For those of you who think this is an easy question to answer, it’s not. There are many variables involves. Well, this article is going to take a brief stab at an issue that could fill up a book.

I guess a little background info is in order. The discussion started as a result of an email that one of our members got from an unhappy customer. The gist of the email was this. The customer purchased a $49 year membership and was frustrated at not having any success with the product. The customer felt that more one on one support should have been given and blamed his failure on the product creator. From this post came a big discussion on customer support.

Some people feel that you should give every customer as much support as they want and need, no matter what the cost of the product. Others feel that this is unreasonable and that there is a limit to the amount of time that you should spend with a customer. Needless to say, the arguments turned pretty ugly. But where is the line? That’s what this ultimately comes down to. And for those of you reading this who believe there is no line, I’m going to give you a scenario that will show you that you do indeed need to draw the line somewhere.

Let’s suppose a product creator has two products. One product is a $27 ebook on affiliate marketing. The other product is a $3,000 one month coaching course on affiliate marketing. Now, let’s suppose that John Doe buys that $27 ebook and every single day he emails the product creator multiple times a day with questions…many questions. And he does this for a whole month. Ultimately, the purchaser of the $27 ebook ends up getting as much support as the customer who bought the $3,000 coaching course for that month.

Please tell me under what condition that is even remotely close to fair for the person who spent the $3,000.

So you see, we need lines. Otherwise, not only isn’t it fair to our customers who purchase our high end products but it isn’t fair to us. Imagine we sell 1,000 of those $27 ebooks and every single purchaser wants 30 days of our time. We end up with a logistical customer service nightmare.

Okay, so how do we prevent this from happening? Simple. For each of our products, we clearly indicate the level of support it receives. This way, there are no questions on the end of the consumer. Then, if they make a request that is unreasonable, we simply point them to the terms of their purchase.

Time is a finite resource, like it or not. Because of this, there is only so much of it that can be given to each customer. But one thing is for certain. If you DO promise something to somebody, you better follow through.

Otherwise, you’re REALLY going to find out what customer service nightmares are.

To YOUR Success,

Steven Wagenheim

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