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Comment by diego_moita | Hacker News Reader

I agree with most of the post, but I think it barely scratches the surface. There is just so much to say about this...

* What about a culture where people end up feeling entitled to ask for everything? Should I accept abuses?

* What about personality disorders? There are lots of people out there suffering psychological diseases. How do you diagnose it and handle it, if you are not a psychiatrist?

* You're supposed to be show genuine empathy for your customers needs. I don't know if that is even possible without some emotional vulnerability. How do you control your emotions when people react just plain mean?

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There are worse customers, to me, than those that simply aren't polite. For example, a few times a year, someone will show up, subscribe to a webapp for months, then send an e-mail asking to cancel and get a refund for all their past payments "because I meant to cancel before" -- when they were logging in and using the service regularly the entire time. Even the most polite ways of saying "no" seem to lead to "I'll just call my bank for a refund then". A series of chargebacks, even if they're easily disputed, is more of a threat than the lost revenue -- and running into people so unethical messes with my head more than a "fuck you" ever would.

This is quite true and real. Though you must be aware that this happens to every business. Adjust your prices accordingly, and only worry when it starts being a common occurrence (keep track of it). Plus, not everyone that does it is evil. People go through hard times. They might need to scrounge up some funds to pay rent this month and will do anything to survive (short of assaulting a bank). Don't demonize them. You dont know what might be happening in their lives.

Though some just are entitled assholes. Leave those alone. No sense in trying to paint the sky.

I don't think the customers are assholes intrinsically - just sometimes say mean things.

Good point. But some people are just assholes, and thats OK. Realize that people are different and come in quite an array of colors, personalities, backgrounds, etc. Some of them will be assholes to you. Plus you can't just let people push your buttons. People will say mean things. Hell, I'm a big-eared latino nerd who wears black plastic glasses. I was never great at sports and was very shy. All of my life has been about people telling me mean things and names. But it doesnt matter to me now. Why? Becuase those who say mean things are just a reflection of the things they say. I know you are a good person, and shit, we all have bad moments like this. Do realize that you have to face the mistake and make things rights. Your busines is about customer service, and this is a great opportunity to show what you really are made of.

* What about a culture where people end up feeling entitled to ask for everything? Should I accept abuses?

I don't see anything wrong in people being entitled to ask for everything but they shouldn't feel entitled to actually get it. You can and normally should say no. Edit: Politely and where possible with a reason.

Having said that there are businesses that make their money from catering to insane requirements and going to insane lengths to look after customers but they really make them pay for it. E.g. super luxury hotels.

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