Dealing with customers: when does "interest" become "obsession?"

[GallusGal]

Since many of you sell birds, eggs, or products on this forum, I figured this might be a good place to ask. We have been getting phone calls and emails several times per week from an individual who is interested in some of our stock. The problem? We have zero availability of what s/he wants, and will not have any until winter. We have made this very clear in the numerous correspondences, but s/he continues to call and email either flat out requesting them when we have repeatedly said that we have none available, or giving us "reminders" that s/he wants to buy them. It is getting to the point where we are frankly a little bit creeped out because s/he is being so overly persistent; we have been screening our phone calls because s/he will talk our ears off for an hour insisting that s/he must have one and offering excessive ammounts of money for something that we simply don't have to sell. We would very much like this individual's business once we DO have availability as we are struggling to keep our business above water due to a laundry list of issues stemming from dishonesty on the part of the prior owners, but at the same time this is starting to feel like harassment. Any thoughts on how to keep a customer like this at arm's length, or on if it is even worth it to do business with them?

Sorry about being deliberately vauge about the product and specifics, btw. I am perpetually paranoid of what I put on the internet coming back at me.

 

[onthespot]

I think I would save their number, then cut all contact. When/if you have product, call them (from another number, like a pay phone) and let them know.

 

[WingingIt]

I think I'd let them know that:

You are number one on our waiting list and we'll call you when we have it available. We expect this to be around (date - and make it longer than you think it really will be to give yourself extra time, just in case). We have a very small staff and we are in the middle of reorganizing as well as preparing for our busy season, so we won't be responding to emails/calls until we have the item available. We're so happy you want one of our (whatevers) and rest assured that we'll be in touch as soon as we have one available. We know you're going to be very pleased with the (whatever it is). Then put their information down on a list, divert their emails to the junk box temporarily and continue to screen calls if they keep calling anyway.

Just be sure you do call or email them around that date so they don't drive you bonkers.

Good luck!

 

[chickened]

It is part of owning a business. I am a business owner and you have to play psychiatrist some times. I put a note to not answer those numbers until I want to talk to them. You could go buy the product they want and mark it up and take their money.
Quote:

 

[dkvart1]

Quote:

x2 sounds like a great way to handle the situation.

 

[GallusGal]

Thanks for your input everyone.

Winging It, I've already written a few e-mails to that tune, but this individual is relentless. I did not mention the bit about not answering calls/emails until the item is available due to our schedule and staffing though; that is a good idea and I think I will go that route in our next correspondence. Then at least if we don't return emails/calls we won't come off as rude or unreasonable because we DID state that we would contact them. Good idea!

chickened, thanks for the reassurances, I'm pretty new to owning/helping with a business. Unfortunately buying it elsewhere is not an option as it's something fairly exclusive to our business. This individual will just have to be patient and wait.

 

[Steve_of_sandspoultry]

deleted

 

[GiddyMoon]

In some fashion, I have been self employed / business owner since I was 12..hate to tell you, but once you do have what this person wants..they will never go away. If they are creeping you out and wasting your time, the best thing to do is cut it off now. "I am sorry, I regret to inform you we won't be able to supply this for you now or in the future due to unforeseen circumstances. I suggest you try here...give her someplace, even if it doesn't work. Then stop answering her emails.


You allow it to continue, it will never stop. You can't tell me this person is truly prepared to spend so much money that it is worth all this hassle. Good luck

 

[lvchicken]

If you don't feel comfortable about posting this, don't. I am just curious how much she wants to spend.

 

[chickenzoo]

I would be honest. I would tell them that you would like their business, but that you don't have what they are wanting at this time and the continued calls and emails are getting worrisome. You would like to keep their business but if they keep calling about something you don't have, you will have no choice but to take them off the list and ask them to go elsewhere.