Dealing with Hard Customers

It's gonna happen eventually but it's not as hard nor annoying as you might think.

Customers coming from another SaaS and demands certain features to be added to yours. Thinks it’s simple and should be done for them.

Customers that cannot wait for support. Complains about it after 3 minutes from creating the ticket.

Customers that have an ideal process that only works for them. Assuming that you’d overhaul your code just for their personal use case.

Customers that have endless requests. Because they would assume they are paying for your development and not the service. Though that doesn’t make sense business wise, they wouldn’t look at it from that point of view.

Customers that cry wolf every time something goes wrong even if it’s not your fault. Even if the internet is down, it’s still our fault for some reason.

Customers that are just plain annoying personality wise. We’ve all met people that annoy us. It’s part of life.

There are a lot of different types and you’ll encounter them from time to time as you start to grow your SaaS.

It’s not the end of the world. I’m not telling you to just drop them, that’s your decision.

I just want to tell you from my experience, all they need is somebody to be there for them.

Sure, some of them will need more hand holding. Some will require a bit more time from you. Some will need your personal touch. But as you deal with them, you’ll get to understand things more and build a better relationship. You can let them know the limits of support and they will understand. And most of the time, they will be your loyal customers and they will be vocal about referring you.

It’s RARE, at least from my experience, to actually meet a REALLY BAD APPLE. A mean and toxic type of person.

There will be more and more of them that will come along as you grow, so just be patient and find ways on how you can deal with it.

I promise you, it’s not the end of the world and it’ll make you and your SaaS better.

Drop me a DM and say Hi. I'll get back to you as soon as I can.