Do You Have a Customer from Hell?

Hey, everybody, it's Tara, Bryan, and you are listening to

the course building secrets podcast. Whether you're a coach

or a CEO, the success of your team and clients is based on

your ability to deliver a consistent experience and guide

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you practical real life tips that you can use today to build

your online experiences that get results and create raving fans.

Why? So you can monetize your expertise and serve more people

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Hey, everybody, in today's episode, I want to talk about

the customer from hell, right? So it is going to happen, it's

not a matter of if it's a matter of when it will happen, that

you'll have a customer that's not the best fit for you your

style your teaching, or for whatever it is that they think

that they want, that you are not delivering in the way they want

you to deliver it. So one, check a little bit about that in

today's episode. So first of all, I want to just address like

when it's appropriate to bring in, you know, customers who may

or may not be an ideal fit for you and your style and your

program. And in the answer is, of course, like never, you never

want to do that, right. But it happens in your beta phase right

in your sort of prototype 1.0 version of your program. One of

the things that I always recommend that people think

about is, instead of curating who was coming in, because you

need at that point, you need raving fans, you need people who

are going to give you feedback, both good and bad, right. But

they're doing it in a way that's positive, and they're not trying

to sort of sabotage or, you know, ruin your momentum as

you're moving forward. And, you know, while you don't need to

discount your beta, you don't need to necessarily tell people

that it's your first time doing it and, you know, whatever else,

it is appropriate to talk about the fact that this is the

prototype, or the beta or the 1.0, or however you want to

address it.

And that you're bringing them in, and you know, as a founder

as, as the, you know, one of the key people who will help grow

it. And so they know the spirit in which things are being built

at this point, right? Think about product development, which

is really what you're doing, as you're building out your online

program is product development, when you're creating a physical

product, you have a prototype, right? That you have something

that that people are able to test and play with, and you see

what's working, what's not working. And you don't finalize

the product until you've gone through that testing. Your

Online Program is no different. And so you have to go through

that initial testing with real people to know what's working,

what's not working, what do they like, what do they not like. But

there's a difference between getting positive feedback or

constructive feedback, and just negative,

more toxic feedback. And so it's okay, if you are in that

situation, or somebody is, is, you know, kind of taking a turn

for the negative to let them go. To tell them, it's not a good

fit, to refund their money, and to thank them for participating.

But that you're, you know, going to shut off their access.

Because what the goal is right now is for you to test and

perfect and get your program out there. It's not necessarily to

deal with all of that. So I'm giving you permission today, if

you have that customer from help, it's okay to go ahead and,

and let them go. But use the lessons of what you've learned

of the feedback that you've gotten

to perfect and tweak what you have done, both in the messaging

on the front end, so you don't get those customers who come in,

you know, so they know exactly what they're what they're up

against. And stylistically, there's a match. And in your

program, make sure that you're using their feedback to, to, you

know, again, continue to grow your program, but don't get too

hung up on

unchanging things just because somebody is giving you that

feedback, right, really stand behind what you know, is

working, the style of people that you're bringing in, and

they're really thankful for it. Right? So to views that sort of

holistic picture, not just the feedback that somebody has given

you, like one person has given you.

But the other thing is, is that there's a time and a place for

bringing in people who may give you some more difficult

feedback, and your beta may not be it. And so it's okay

Eat to hand pick or curate, the people that you're having in

your beta, sometimes people get hung up on well, they just want

to get as many people in as, and they want to get as many dollars

as possible. And so they let anyone in.

Probably not the right time to do that, because things aren't

perfected, things are a little, you're kind of in the messy

middle of it, right? And, and so if you see that somebody is

going to be more difficult, maybe they have a lot of

visibility, so they have kind of be up the option to sort of make

or break your success as you're moving forward. Probably not the

right time to have that in, maybe wait until the next

version before you do that. Okay, so if you get them, how do

you deal with them? Right? So what what kinds of things do you

need to do, if you end up with somebody like this in one of

your programs? Number one, take their feedback, right? Let take

their feedback, write it down, put it where it belongs, and and

keep going, keep moving forward. But take their feedback, and it

take it to heart. But don't let it derail you from what you're

doing.

Yeah, consider it constructive feedback, right? And, and use it

just to,

to filled out what you're doing. Or you can just refund their

money, say, thank you so much for being here. I appreciate the

feedback, it seems like it's not a good fit, why don't we go

ahead and just, you know, stop the relationship, refund their

money, or how you know, whatever your guarantee is, just exhibit

that say, thanks so much, you know, appreciate it, maybe you

would like to come back in the future, when it's more polished

and put together. Because what you don't want them to do is to

sabotage, or go out and,

you know, start talking about you or your your company or your

program or your product, right.

The other thing you can do is bend over backwards to, you

know, accommodate their needs, at the expense of everything

else expense of your program expense of everyone else who's

signed up, right? And so those are sort of the three different

directions that people go and one of the things to really

think about, is this is happening to you. What is it

doing to the rest of the people? What is it doing to you or

momentum as you're building? What is it doing to the program?

In general? Is it enhancing the program? Or is it distracting

you? Or is it affecting your energy? Is it affecting your

ability to really deliver with other people, if it is, it's

time to sever the relationship, right? Just give them their

money back, it's not worth it, to have it derail you

significantly.

And then of course, you can take that feedback, ticket to heart,

think about next time what you would do, there are going to be

people that aren't a good fit for your program. There are a

good there are people who

you know, may need somebody different. If you are somebody

who is more

you like to discuss you like to have long conversations and you

have somebody who's just super direct and wants just get in and

get out. That can be a good fit. That's okay. Right? There are

lots of people who match your style. So don't force it. If it

feels like it's not going to be a good fit. So those are some of

my tips and tricks for how to deal with customers from help.

But they will come it just a matter of when and and the more

you have techniques and strategies for how to deal with

that, the easier it's going to be as you move forward. But

don't be afraid to stand behind what you have. And also don't be

afraid to take the feedback, right? But just don't let it

derail you and make sure that you're bringing people in at the

right time. Somebody who is more difficult may not be the best

fit when you're first starting out. You really need people who

are going to be you know,

lifting up through this process giving you feedback, right? You

want that constructive feedback. You don't want to have the

clappers. But you also want somebody who can deliver it in a

positive manner and not try and derail all your efforts. So

there you go. Hopefully that tip serves you today as you go out

and find those awesome customers that will get results and become