I DID SOMETHING BAD...

So, I did something bad. Worth it.
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When you run an online business, sometimes you'll deal with the worst of the worst.
The customer is always right.
Yes.
But...
Until that customer is wrong.

[@OurKitchenClassroom]

What you did wasn't bad at all, Derek! It was honest, and it demonstrates that you expect that honesty in your clients, too. The customer can only be right if he is being truthful, and this one wasn't. Well done!

[@speakingeffortlessly1137]

I used to believe "the customer is always right". Now, I still believe in wowing customers and going the extra mile to care for them, but there's a line when a bad customer can become abusive, and they should be "fired". And as you've said, taking an authoritative stance against bad customers really helps to set up expectations of respect and shoo away the bad apples. It's also empowering to be able to choose the customers you want to work with instead of trying to appease everybody.

[@tiranorod]

I admire the guts you have to do what every single business owner feels like to do but doesn't because either they're scared of the backlash (which can be huge specially if you're small) or because things like this would destroy their day (I belive I fit in this second category). Commerce is fundamentaly built on trust and when you give the option to refund and people abuse this, it may make the business owners suspicious and eventually tired of giving that opportunity to test their products and canceling the refund option. In Brazil we have a general climate of distrust in our commercial relationships. We normally have 48 hours (7 days if you bought online) to ask for a refund and only if the product is completely intact and even than you're going to have to argue a lot to get your money back. It amazes me that, in a country with so much more maturity in commercial relationships, people abuse it because we don't have that luxury down here. It is really rare to see someone giving a 30 day refund policy (imagine 90 day like some american entrepeneurs do) and it boggles me that people would go so far as to use this period to take advantage of someone that is being so trusting. Great video!

[@MichaelLopez]

Quote them a high price so they'll either run away or it makes the experience worth it for me; only for one and done jobs--make sure the contract has rules in place that protect me in the event they say yes (service provider, btw).

[@austinreedgillis]

Lol, I've asked for refunds on courses before because I didn't have the money to handle the payments plans and I then deleted all of the PDFs and videos associated with them because I felt guilty about using the content without putting skin in the game. This is freaking hilarious and a fantastic example of idiotic customers that make you hate entrepreneurship

[@markcerisano4268]

I think it's nice that you call these people out. I also think it's nice that you have such a high moral standard. Yes, what he did was wrong. Yes, what those 20 year old girls do is wrong. Yes, it's wrong that we just ignore it and say, "Ah, everybody's doing it. What's the problem?" I call it my spidey senses. When they tingle, I stop being nice. A guy wanted to have his piano tuned. He hadn't tuned it in 30 years. He asked how much and I told him. He was shocked. "Hey, think of all the money you saved all those years by not tuning it?" >Click< I also quickly suggest other tuners when the spidey senses are tingling. I've even just quietly put my coat on and walked out, without even telling them why. That was hilarious. I imagined the customer coming back in the room and like, "Where did he go?". For the record she complained when I was late and said stuff like, "I have a lot of things to do and I can't be waiting here all day for you". I was about 15 minutes late. When she called I said, "I was just like man, I don't want to ruin your day. You've got so many things to do I thought I should leave so you could do them". Hilarious.

[@DougCunnington]

I find using coyote urine like cologne is even more effective. And it’s curing my male pattern baldness. Love the message though. I agree with you 100%. Aside from the urine, of course, i explain that my course is a lot of work. It seems to keep the lazy people out...the ones that used to ask for refunds.

[@digitalcarnage1]

NO REFUNDS! Advise everyone up front that there are NO REFUNDS! They can use the purchase as a tax write off in their business. What a douche... Can you get a refund from a college that didn't teach you shit? No college will refund your money... Awesome story Derek!

[@IvyWinter]

Dude... you're amazing. as also a native New Yorker (Queens born!) I just love how real you are. Good for calling him out.

[@BenfromBrilliantSide]

This is your best video yet. Authentic, funny, and real. It's cool seeing your videos getting better and better :)

[@angeliqueroux5737]

Like coyote urine, keeps the deer away. XD This video made my day. Thanks for making it, Derek! My clients have to fill in a booking form that also forces them to read my cancellation policy. I have strict rules and ever since I put them up on my website, I haven't really had any troubles since. Whenever there's a difficult client, I edit the rules/policies page to prevent something similar from happening again. It's all about integrity and mutual respect.

[@peternyiri8586]

When I was selling on eBay, I would just give their money back and ban them. I think your strategy is better, because it communicates that you care about business ethics.

[@jbrisland]

That is hilarious 😆 people like that totally deserve to be called out.

[@NatalieHjelsvold]

Wow! There is no end to what people will do to be slimy jerks. I love how you handled it and while it may sound like you were being an ass to him, I think customers like this need to be called out for their trashy behaviour! Good job!

[@jbrisland]

That is hilarious 😆 that guy deserved to be called out!

[@LizzyLoveOddballArt]

I'm not sure how to scare away the riff raff from my biz but in the biz of selling digital stamps I suspect that sharing and trading stamps behind the scenes is likely happening....... and I assume nobody would tell me they are doing that.....but I have heard of people doing this. I have just always accepted that it's part of the reality in this line of work

[@richardharris5336]

I often tell my friends about the BAD people who I don't do business with who make petty or impolite remarks over the phone or via email - these aren't my customers, just inquiries - I do that partly to amuse us and also to get it off my chest. As they do annoy me from time to time but I really don't care these days as another opportunity is always right around the corner. Maybe I should "shame" them publicly but I don't think that would build trust for any future prospective clients. Keep in mind that I generally only have 20 clients a year so trust is a really big deal. And ranting or shaming wouldn't help at all for my business. To "scare off" bad customers I believe you need a simple and human qualification process. I speak to every client I have before we sign a contract, often meeting them in person too. Not because I have tons of time to kill but because, with only around 20 clients per year, my investment in each is more significant. I need to know how to do the best job possible for them but I also wish to learn what they'd be like to work for.

[@thejogayogafiles]

Very timely

[@stepupmybody7784]

He would come winning something with this if he would point right away that he did what he did BUT then ended up getting great results. Hidding all that is just pure stupidity.

[@CathySirvatka]

Grrrrrr!!! People be crazy!! And so dishonest; no morals!! I run my business honestly and it's one of my core values. I expect it from clients too. I've had a couple of clients who gave me sob stories about their financial situation, and I gave them deals on their sites (beautiful work for half the money). They are well-known in their industry and I just made that choice. THEN, I see one of them posting photos of her amazing new house on an island off Seattle. A luxury home with all the imported details. Another one did something similar. NO MORE DEALS!! These people are making more money than me by a LOT! I've had a few crazies too, which is why I have tightened up my contract. If someone wanted to really screw me over, I can take down their site. I can also make it know in the industry (which would be my last resort). I have to stick to my guns on the initial price, put it in the contract and then be vigilant about "scope creep." Oh and I'm glad you have something to handle the deer situation there. LOL!

[@learnitfromwilliam]

I agree, you should shame the hell out of them. Why did you leave us at a cliffhanger? How did the phone call end? Title is a bit mis-leading. You did nothing bad.

[@dylanspitz827]

Preach it!

[@digitalgasp]

That story made me laugh-cry. Don't you wish you did it on video so you could see the stupid look on his face? What did he end up saying? that he was sorry? How did he recover from the silence, i'm dying to know!

[@angeliqueroux5737]

Also curious about that. It surprises me that he'd have the tenacity to contact Derek and NOT be prepared to own up to his mistake. I would've prepared an apology and made that part of my testimonial. "You know, I was the worst customer ever, and then I realised, oh shit, this program changed my life! Derek, I owe you an apology." lol

[@DoglinsShadow]

Thanks for sharing (;

[@andrewmcintyre9722]

2%? Derek....why are you fibbing to your fans? Don't start being nice now! We want the Truth!