How to respond to chancers

[bdw]

I regularly get telephone enquiries from people who have built (or are trying to build) their own websites. I got one just now, which spurred this post. They often get stuck and need information about some aspect of the design (in this case it was about taking CC payments for an online shop).

When I get these enquiries it normally takes a minute or two to realise that the person is only seeking free information and assistance. When I do realise this I find it hard to tell them to p|ss off without being too rude. they can be quite persistent and on occasion I end up on the phone talking to them for five or ten minutes dispensing free advice.

How do you deal with this sort of situation in your line of business (not necessarily IT or web design)? How do you get rid of them?

.

 

[DiscoverCRM]

Hi Companies like mine specialise in providing this sort of information for free. so msg me i will pass on my details get them to contact me direct. it resolves your problem and passes them on to my free information service.

 

[JohnnyCash]

I regularly get telephone enquiries from people who have built (or are trying to build) their own websites. I got one just now, which spurred this post. They often get stuck and need information about some aspect of the design (in this case it was about taking CC payments for an online shop).

When I get these enquiries it normally takes a minute or two to realise that the person is only seeking free information and assistance. When I do realise this I find it hard to tell them to p|ss off without being too rude. they can be quite persistent and on occasion I end up on the phone talking to them for five or ten minutes dispensing free advice.

How do you deal with this sort of situation in your line of business (not necessarily IT or web design)? How do you get rid of them?

.

Why are you worried about sounding rude? They are not your customers, they will never be your customers, and they have no respect for you (otherwise they wouldn't be using you as a free advice line). They're freetards.

I would just stop the people as soon as you realise what they're doing, and tell them not waste your time and hang up on them...

To limit the calls in the first place don't put your phone number sitewide in your footer. Change it to "click here for phone number & address" or something, and link that to a page. Then on the page list the number, but with a paragraph making it clear you're happy to speak to potential customers, but you are not a free advice line. You would need to word it carefully so as not to scare away legit inquiries.

Maybe even put an offer for a 30 min phone consultation with a Paypal buy button? I wouldn't expect anyone to go for it (they're freetards after all) but the fact it was there at all would hopefully put them off trying to get the same for free?

 

[Spapro]

Why not offer a service where the caller gets 15-20 minutes 'consultancy' over the phone. You could charge £25-£45 and offer this as soon as you reach the point in the conversation where you realise they are after free advice.

You may need need to pull together a quick contract which you can email over detailing what the customer can expect and to protect yourself from getting embroiled in additional work they expect to be completed within the initial cost. The customer then signs your contract and provides their CC details so you can charge them.

You could then charge your normal hourly rate if further work beyond the 20 minute phonecall is required.

People can't expect to get stuff from a specialist business for free. They should be paying for your expertise/experience.

 

[TotallySport]

Setup a premium rate line for support, and make some money, re brand the other line as a sales line, and if they ring it, suggest the other number.

 

[Bill Ryan]

Can you ask earlier n the conversation what is their position and are they looking for a supplier?

 

[bdw]

People can't expect to get stuff from a specialist business for free.

I can assure you that some of them do. I had one guy a while ago who wanted to know how to do something on his own website. He was very persistent and when I tried to put him off he complained that it would only take me minute or two to give him his answers. "Come on mate, just tell me how it's done. It won't cost you anything!"

 

[BobbyBoy]

They're freetards.

That's brilliant Johnny

Made my day

On a serious note though, sometimes you have to draw the line between offering advice as the first stage of a business relationship and simply allowing people to take advantage and use you as a free resource.

Bobby

 

[RedEvo]

I sympathise with the OP's situation. I'm the sort of person who likes to help people and find it hard to be rude when people are clearly extorting information from me. I've started thinking about these situations from a purely business perspective and terminating conversations very quickly when it's obvious people are freetards (thanks for that).

d

 

[JohnnyCash]

Why not try and deflect the freetards elsewhere via a link... if you're selling SEO then link them straight to the UKBF seo page and make it clear that anyone who just wants free advice should post it on a forum like that. There must be a million different web design forums who'd be happy to have the free content/posts from these people.

 

[steve the fitter]

is giving a bit of free advice really that bad for you and your business?

 

[cmcp]

I make it clear that the price is for my time, not just deliverables. If they get through to my direct line I shut it down as soon as possible and take it to email. I get a lot of people huffing and puffing about how I should do business (I should be honoured they called me afterall hmm), but the more of these calls that sneak through the bigger barriers I put up to qualify people.

 

[JohnnyCash]

is giving a bit of free advice really that bad for you and your business?

Well it depends. If someone is asking questions to see if you actually know what you're talking about before they hire you, thats fine.

If they're just looking for free advice and you know they will never be a paying customer, why waste your time even speaking to them?

 

[steve the fitter]

If they're just looking for free advice and you know they will never be a paying customer, why waste your time even speaking to them?

If you see it as a total waste of your time cmcp has got the right idea.

 

[isntworkdull]

just tell them that you will do it for them, and quote a ridiculously high price... you never know ahh.. lol

 

[bdw]

is giving a bit of free advice really that bad for you and your business?

Yes, why should I give strangers who offer no prospect of work something for nothing? :|

.

 

[Rafael]

As you run your own business I agree with the general sentiments that you should tell them no, a premium line for such enquiries might be a good idea as someone suggested, if the chancers come through on the wrong line asking questions you could just say, quite politely and jovially, "People pay good money for a thing like that, please call me back on my advice line".

I really sympaphise with your situation, but with your own business it should be easy for you to manager, in a lot of my jobs I've done the work the sales managers and/or directors should be doing because most people in sales in those positions are not so much post historic monsters, as most historic ponsers, very quick to take the credit and ensure you stay put on the ground level so they can try and milk you of all your ideas, ideas they should be having, and built a career off them. When you tell them no or stop sharing, even though it was never in your remit or job description to do that, they become very aggressive and make life very difficult in whatever way they can.

There are a LOT of chancers out there, out for a free ride

 

[deniser]

We get phone calls and emails almost every day from other retailers/would be retailers asking for contact details of our suppliers.

Do they really think we would give out this information just so they can copy our business model and stock the same products?

 

[KateCB]

We had this a lot in the beginning, and sometimes our staff could spend 40 minutes talking somone through options and 'how to's', however we now answer the main number as 'accentmas order line, how can I help'.

If someon starts with ' I'm having a problem with....and was hoping you could tell me how to......' we tell them that this is the order line, and we have no technical knowledge, however if they email ........@........., then one of our technical/design (whichever one is relevant of course) staff will email them with rates for advice and support services.......

It works, AND we have had many who have emailed, AND paid for advice/support......there are many that still say, 'well can't you put me through to them', but we tell them that these staff only respond to queries via email and that we have no direct telephone number for 'technical'.

It has cleared our 'order line' for orders, allowed our staff to reclaim probably and hour or two a day that they can put to better use than talking to someone who is essentially calling to pick our brains!

 

[bdw]

Thanks Kate, I can see how that would work but elsewhere on my site I have stressed that I am basically a one man band.

.

 

[mit74]

I have the same problem when people have problems with their computer. They tell me what's wrong and expect a diagnosis which isn't a problem but many will also want me to tell them how to fix it and the hardware specs to be bought etc. If I feel they're starting to take the mick I'll tell them to google it.

 

[KateCB]

Change the website, don't stress that you are a one man band - its the beauty of the internet, that you can appear as large or as small as you want to.....When I first started accentmas.co.uk there was me......but I had email addresses for the sales team, the design team etc and I didn't even HAVE a telephone number then, so it was ALL email!

If you want to be known as a one man band organisation, you could say, 'I'm really sorry, as you know there is only me here, and I have an customer with me, so if you could email your query, I will get back to with rates etc when I am free again....' If they persist, tell them that you would love to help, but an email will clarify their problem for you and allow you to think about it, which you don't have time to do right now' Later send them your rates for advice and support......they either pay (PayPal is good for this - use the request money option to their email address!) and get the advice, or they try and bully someone else to give them free help!

 

[KateCB]

I have the same problem when people have problems with their computer. They tell me what's wrong and expect a diagnosis which isn't a problem but many will also want me to tell them how to fix it and the hardware specs to be bought etc. If I feel they're starting to take the mick I'll tell them to google it.

My husband had this, however he now asks for their support agreement number.......if they don't have one then sorry, he can't put them through to anyone who can help, he can sell them a support agreement though..... - he offers one off support fees for a maximum 60 minute 'support session' and 12 month support agreements.

 

[bdw]

Change the website, don't stress that you are a one man band

Actually for this business I want people to know that I am a one man band. If you try to build yourself up as a major website design company you end up getting enquiries that realistically you cannot handle. these also have to be answered and at my age I can do without the hassle.

I do know what you mean though. I have another business which is portrayed as something much bigger than it actually is because in this niche people want to deal with larger companies.

.

 

[I Love Spreadsheets]

This is a massive problem for me as well - People seem to think that all they have to do is call me up and I will debug their formulas for them.

If something takes a couple of minutes to answer and its an email enquiry, I will normally answer free of charge. However anything that will take me over 5 minutes or so I just quote my hourly rate.

A particular problem for me are students and their homework. Out of the blue I will get emails from 20 odd companies (who all have hotmail accounts) with the same problem all trying to blag some free advice on the basis that they will bring all their future work to me. Some even just email me their assignments and one wanted to pay me based on how high his grade was.

They all get the same answer - this is my hourly rate and this is my quote.

 

[mit74]

Some even just email me their assignments and one wanted to pay me based on how high his grade was.

hilarious! Especially as it can be 3 months or more before the grade is returned. Would they expect not to pay you until that time?

 

[I Love Spreadsheets]

That particular student started to get bit annoying after a while. I emailed him back a quote saying we don't work on a "per grade" basis and that we need full payment up front.

A few emails went back fore as he tried to get me to do it for free. Eventually he started to accuse me of holding back his education. So I suggested he took up my impact on his education with his lecturer and CC'd in his lecturer for him.

Never received another email from him, but did get a nice call from his lecturer to apologise.

 

[mit74]

That particular student started to get bit annoying after a while. I emailed him back a quote saying we don't work on a "per grade" basis and that we need full payment up front.

A few emails went back fore as he tried to get me to do it for free. Eventually he started to accuse me of holding back his education. So I suggested he took up my impact on his education with his lecturer and CC'd in his lecturer for him.

Never received another email from him, but did get a nice call from his lecturer to apologise.

nice story!! you should post the emails online.. would make for great reading !

 

[iArtist]

I regularly get telephone enquiries from people who have built (or are trying to build) their own websites. I got one just now, which spurred this post. They often get stuck and need information about some aspect of the design (in this case it was about taking CC payments for an online shop).

When I get these enquiries it normally takes a minute or two to realise that the person is only seeking free information and assistance. When I do realise this I find it hard to tell them to p|ss off without being too rude. they can be quite persistent and on occasion I end up on the phone talking to them for five or ten minutes dispensing free advice.

How do you deal with this sort of situation in your line of business (not necessarily IT or web design)? How do you get rid of them?

.

Easy

You have them explain the problem then you say:

I can certainly help you with this, for £(whatever your rates are) I can talk you through the process and for £(whatever) I can do it for you. Which do you prefer? Credit card or paypal, thank you for your money...now let's proceed

Meanwhile I get a LOT of email enquiries about all manner of things and I always reply as helpfully as I can. Why? .............Why not?

 

[KateCB]

Thats good - like that...yes, professional, to the point.....love it!

 

[An Oasis]

How do you deal with this sort of situation in your line of business (not necessarily IT or web design)? How do you get rid of them?

The phone is too busy for them to bother getting through, so they phone someone else.

 

[bdw]

Actually I think that some of the people are responding to this are doing so according to what they think should happen rather than what actually does happen.

How many of you actually do what you are suggesting and are respnoding based on actual experience?

.

 

[iArtist]

Actually I think that some of the people are responding to this are doing so according to what they think should happen rather than what actually does happen.

How many of you actually do what you are suggesting and are respnoding based on actual experience?

.

I have done exactly what I said 'I' do. I give the advice..

But you don't want to do that.....in which case you simply and effectively advise them of your fees and then let them decide what to do next.

 

[bdw]

But you don't want to do that.....in which case you simply and effectively advise them of your fees and then let them decide what to do next.

There are no fees for initial enquiries. The problem is that grey area where the enquiry turns into free consultancy.

.

 

[maxine]

I think every industry gets their fair share of these.

We get quite a lot for our plumbing business. People will phone with a problem/leak or whatever and don't want to call us out for a fee but just want to get info on how to deal with it themselves. It's got to the point now that we ask outright if they want info to DIY and if so that's fine but theres a limit of 10 minutes on the call and if they are happy with the advice can they please leave a testimonial somewhere for us.

Some people really take the mickey though even after we have given advice they come back again and again throughout every stage of their bathroom refit project or whatever it is and ask questions on the best place to buy plumbing fittings, should they use x or y, and so it goes on.

Some even get us to come out and visit for a quote and bluntly ask questions and make lists in front of us.

when this happens we just try to hit it head on and ask them if they are after free advice and support and remind them that after 10 mins we need to start charging for our advice.

Its a toughie but usually we give out free advice where we can within reason but ask for something back in return.

 

[JohnnyCash]

Its a toughie but usually we give out free advice where we can within reason but ask for something back in return.

So what you mean is, you don't give out free advice?

 

[justinshi]

I sympathise with the OP's situation. I'm the sort of person who likes to help people and find it hard to be rude when people are clearly extorting information from me. I've started thinking about these situations from a purely business perspective and terminating conversations very quickly when it's obvious people are freetards (thanks for that).

d

Good for you,sometimes you have to be rude

 

[maxine]

So what you mean is, you don't give out free advice?

Its free but a thank you is nice

 

[AdamJ]

We had a spate of wannabe new competitors phoning up and asking where we get our hearing testing units built, what the specs are, etc. As we had to do the original design and spec and source a manufacturer ourselves and had refined it with each new unit since I was less than helpful in pointing them in the right direction.

 

[clyde123]

We used to get a lot of this when we had a retail shop well known for its technical side. The young lads would love to answer them, and show what they knew. I really had to come down hard on it, but it took a long time to change. I'm sure we actually lost some business, because you don't always know whether it's a freetard or an honest punter who wants detail.
At the end of the day, when you realise they're only picking your brains, you need to go quiet, just hum & haw, and politely get rid of them. Making any old excuse.