We Reserve The Right to Refuse Service

Tags: customer-service

I made the mistake of reading blog comments while finding a link to Ramit Sethi’s briefcase technique video and other Earn1K introductory material. In the original version of the post Ramit advertised a one night only first come first served webinar.

Two commenters showed how seemingly arbitrary rules can help filter out the people that will just waste your time and theirs: Alfonso asked for a recording because the live event was at 4AM in his part of the world. Ramit said “no”, and Alfonso decided to set his alarm to make the event.

Meanwhile, check out Adam’s response.

Damn, Adam. Walk down the block to Osco Drug and purchase a VHS cassette to record Lost since DVR technology is a foreign concept for you. Or just stop watching Lost and get on with your life — you’re on a personal finance blogger and entrepreneur’s site inquiring about ways to earn more money. Step one is to stop watching television on television’s schedule. Step two is to learn a desirable skill or trade. Step three is to produce some real work. Ramit’s scheduling barrier meant that he didn’t need to listen to Adam whining later.

Along the same vein, Merlin mentioned email as a way of weeding out customers that were out of his league on an old episode of Back to Work

If somebody wants to hire me to talk about productivity stuff, and they can’t schedule a phone call, then they may need more help than I can give them.

I recently had a repeat encounter with a help vampire, and it made me wonder if I was too easy to approach with problems. Maybe I can be too eager to help at times? I like being helpful, and I try not to be a jerk even though I am some of the time. Here’s the rub: being too helpful can do just as much long term damage as shunning all requests for help. Helpful people everywhere want to grow their community and nurture novices into journeymen and seasoned experts. Coddling stunts growth and encourages new community members to turn into help vampires. Spoon feeding answers to full grown professionals is a little like feeding chicken to Mogwai after midnight.

Refreshers for people on both sides of the help equation:

Be helpful. Be pleasant. Know that refusing to help can be the most helpful solution of all.