The smallest customers are often the most difficult to please

Bayard1908 · March 7, 2011 12:10PM

The smallest customers are often the most demanding and difficult to please. I have observed this paradox often enough that I almost consider it a law of nature. Here's a recent eBay example.

Not long ago I bought a PCGS graded 1957 proof set solely for the purpose of obtaining the high grade 1957 half dollar. I put the other four coins on eBay for $9.99 each just to get rid of them. A single bidder bought the nickel, dime, and quarter at the opening bid of $9.99 each. All three of these coins graded Proof 66.

Less than 48 hours after the auction ended, I got an email from the winning bidder wanting to know the tracking number for his shipment. I usually sell coins in the $200 to $2000 range and rarely receive this over eager level of concern from a bidder; but, I sent the guy his tracking number.

Today I received an email from the bidder saying that he's unhappy with the quarter because it has a hint of toning, as was described in the auction listing, and is not blast white. In short, he'd like to return a 1957 PCGS PR66 quarter with a melt value of about $6 and get his $9.99 back. He's also contemplating returning the PR66 silver dime for the same reason. At least he's happy with the nickel, lol.

watercrest · March 7, 2011 12:12PM

I would say in every mix, there are demanding customers no matter what type of price range...

LotsoLuck · March 7, 2011 12:13PM

"I have observed this paradox often enough that I almost consider it a law of nature"

I think it is, and it seems to apply to whatever one sells.

taxmad · March 7, 2011 12:18PM

I have handed taxpayers high six figure audits and they said it was nice working with me and that was that. The worst arse-reaming I ever took was over a 3 figure audit when I was a new auditor.

MidLifeCrisis · March 7, 2011 12:22PM

<< The smallest customers are often the most demanding and difficult to please. >>

I have heard this from others as well.

Two generalities come to mind -
1. People who don't have a lot of money consider every penny as precious.
2. People who do have a lot of money tend to "not sweat the small stuff".

BigE · March 7, 2011 2:40PM

I am afraid to do e-bay anymore, I am paranoid I'll run into more bidiots-----BigE

magikbilly · March 7, 2011 4:22PM

Hi Bayard1908,

I don't really see a "paradox"? I see your point though. But, to some people, that is a "lot of money" (to some its not the money at all) and each deal may seem make or break or very important to them for their own reasons and that is not my business nor should it be or could it be.

If within the time frame (it seems so) for you returns (you chose to literally guarantee he would like it - and you did not show Rev pics!) and the guy doesn't like the coin(s), honor your policy and move on?

Berst wishes,
Eric

PerryHall · March 7, 2011 6:49PM

<< 

<< The smallest customers are often the most demanding and difficult to please. >>

I have heard this from others as well.

Two generalities come to mind -
1. People who don't have a lot of money consider every penny as precious.
2. People who do have a lot of money tend to "not sweat the small stuff". >>

Ecellent points. Not really a paradox but quite logical when you think about it.

halfcentman · March 7, 2011 8:15PM

As my mathematics professor always loved saying "stereotypes do not come out of thin air!" Perhaps that's not politically correct, but I am rarely so. What it means is that a majority or plurality of the group you are talking about has a greater tendency to exist those traits than another group.

With that said, this does not condone anyone to judge any individual based on such a generalization, even if you have an extensive amount of empirical data.

With that said, there is definitely an strong, inverse relationship between the amount of money someone spends and the amount of "hand holding" they need.

There are other reasons for this as well, but I have to run now. Perhaps if this thread continues I will comment on them later.

Greg

magikbilly · March 7, 2011 8:24PM

Well, it is 6:18 am and I am half asleep, but there are indeed some people out there spending a lot of money who could use some "hand holding" if not education and/or common cents!

Best wishes,
Eric

UtahCoin · March 7, 2011 9:30PM

<< The smallest customers are often the most demanding and difficult to please. >>

I agree. My recent experience with the sale of a $15 proof Franklin culminated with threats of leaving me a neg.

Are you going to share his/her ID so we can block?

ricko · March 7, 2011 9:59PM

As indicated above, it may be a 'stereotype', however it definitely has a sound base. Having been in business for many years, I can assure you, that over 90% (these figures are accurate, from the business I was in, compiled over twelve years) of the 'problems' come from customers that are 7% of the business. We finally 'cut' that customer segment and were able to devote significantly more time to customers who 'made' our business. Tough love, but it works. Cheers, RickO

notwilight · March 7, 2011 10:01PM

I sell a lot of low value coins (or I used to, ebay and PCGS are making that less profitable now and I haven't done any big grading deals for a while) and 99% of all customers, big and small, are easy to please. But I agree with the premise in the OP, if you're gonna have problems, it is usually a low value coin. In my recent Silver eagle sale on ebay where I sold hundreds, I had only one customer hard to please. She didn't read the auction of the presale. Needed the coin for a wedding before my auction said I would be shipping (presale). I borrowed a coin from another dealer and had him dropship to her. She sent me a note saying she was very disappointed that the coin didn't get there before the wedding. I got the tracking from the dealer and sent it to her (showing it did get there) and never heard another word from her.

--Jerry

timcoin · March 7, 2011 10:26PM

<< "I have observed this paradox often enough that I almost consider it a law of nature"

I think it is, and it seems to apply to whatever one sells. >>

It is funny how that works. On the flip side, if you were to ask any waitress, it is the old rich guy who is the worst tipper.

hockeyfan9 · March 7, 2011 11:25PM

I think it is funny that we preach buy the coin and not the holder here non stop, but when someone without a lot of money practices it, they are a problem. Maybe he didn't think they were good for the grade. You should be careful how you treat poor people, sometimes they improve their station but won't deal with you because you mistreated them.

astrorat · March 7, 2011 11:37PM

How true! When I was back working in the coin shop we had this kid, must have been 3' 6", who was always so difficult to please. His brother, who was much taller, was so much easier.

llafoe · March 7, 2011 11:43PM

In real estate, I found those purchasing below a certain amount felt entitled and those above a certain amount acted elite. Both were troublesome.

RWB · March 7, 2011 11:44PM

How do you know he is short?

Greeniejr · March 8, 2011 12:28AM

I don't think it is fair to assume all of the people buying cheap coins on eBay like that who are difficult are poor or do not have a lot of money. I would bet some of the most problematic buyers are actually wealthy people who are doing their catfish imitation. Because of the way eBay has set up the rules, it has created an environment where they can force you to be an approval service on your dime and return it if it is not a shot upgrade.

ziggy29 · March 8, 2011 12:37AM

It's always funny when people on a Wal-Mart budget expect Nordstrom service and quality.

tincup · March 8, 2011 12:50AM

'The customer is always right'.... at least in the customers' mind.

BAJJERFAN · March 8, 2011 1:08AM

<< 

<< 

<< The smallest customers are often the most demanding and difficult to please. >>

I have heard this from others as well.

Two generalities come to mind -
1. People who don't have a lot of money consider every penny as precious.
2. People who do have a lot of money tend to "not sweat the small stuff". >>

Ecellent points. Not really a paradox but quite logical when you think about it. >>

There are plenty of people with money who do indeed sweat the small stuff. A friend who was a pharmacist at a chain store said that it was the well to do who were more likely to bring in one of those $10 off coupons that they put out to entice you to switch their biz to your store. To her it was a PITA and more than it was worth.

Maybe the buyer here was one of those who didn't want to accumulate a bunch of stuff that he would end up getting rid of later. Easier to return it and save the hassle later.

coinguy1 · March 8, 2011 1:11AM

Is it really that "the smallest customers are often the most difficult to please", or, are many/most of us less forgiving and more likely to remember problems, in the case of the smallest customers?

JamesMurray · March 8, 2011 1:19AM

I don't think it's strictly true at all , other than citing cases with nothing to illustrate the actual auction it's just one mans opinion who hassles most.
In my own experience it's been high end coins that bring the grief in all forms.Usually the buyer weasling a discount on threat of return or worse.

PerryHall · March 8, 2011 1:26AM

<< It's always funny when people on a Wal-Mart budget expect Nordstrom service and quality. >>

How dare poor people expect good service!!! Actually, I've had good service at both stores that you cite but only one has someone that actually greets me at the door.

yellowkid · March 8, 2011 1:50AM

<< "I have observed this paradox often enough that I almost consider it a law of nature"

I think it is, and it seems to apply to whatever one sells. >>

Absolutely, some of my worst experiences selling antiques has been in the under $50 category. I can remember one fellow in particular who, after I gave him a 30% markdown on a $45 item, was unmerciful in his attempt to get under 10%, then started countering in $1 increments. I finally told him politely that I couldn't do business with him. He later came back when I was away and did the same thing to my wife, who hadn't even given him the 30% I had!!

RYK · March 8, 2011 2:04AM

I think that the OP is taking a shot at me...

I prefer to be called short, not small.

LindeDad · March 8, 2011 2:15AM

<< 'The customer is always right'.... at least in the customers' mind. >>

IMO it's the seller that needs to make the customer think he is outherwise he may not be a seller for long.
One unhappy customer will tell ten people about it. One happy customer keeps the good service a secret.

jmski52 · March 8, 2011 2:33AM

The customer may not always be right, but the customer is always the one spending the money.

airplanenut · March 8, 2011 2:36AM

<< Is it really that "the smallest customers are often the most difficult to please", or, are many/most of us less forgiving and more likely to remember problems, in the case of the smallest customers? >>

I'm not so sure it's that simple. I think the majority of problem buyers I've run into have been over rather inexpensive items, but I attributed that to the majority being newer (either to eBay and/or collecting--I'm not saying experienced buyers don't buy inexpensive coins, but from communications it seems they're not so experienced).

Perhaps this inexperience has led to unrealistic hopes (MS63 is not perfect, and might even have some heavier contact marks; "a small amount of toning" really means the coin isn't blast white), and lacking familiarity with how transactions may normally be handled, these buyers can also be more difficult through a return process. It never occurred to me that some of the problems may be over the value of money, though that, too, seems very plausible.

You may recall, Mark, that my biggest problem buyer was over a very large purchase, and I'm going to be neither forgiving nor forgetting

TwoSides2aCoin · March 8, 2011 2:38AM

Potential customers are even more difficult to please.

Res · March 8, 2011 2:40AM

<< 

<< Is it really that "the smallest customers are often the most difficult to please", or, are many/most of us less forgiving and more likely to remember problems, in the case of the smallest customers? >>

I'm not so sure it's that simple. I think the majority of problem buyers I've run into have been over rather inexpensive items, but I attributed that to the majority being newer (either to eBay and/or collecting--I'm not saying experienced buyers don't buy inexpensive coins, but from communications it seems they're not so experienced).

Perhaps this inexperience has led to unrealistic hopes (MS63 is not perfect, and might even have some heavier contact marks; "a small amount of toning" really means the coin isn't blast white), and lacking familiarity with how transactions may normally be handled, these buyers can also be more difficult through a return process. It never occurred to me that some of the problems may be over the value of money, though that, too, seems very plausible.

You may recall, Mark, that my biggest problem buyer was over a very large purchase, and I'm going to be neither forgiving nor forgetting

>>

I was thinking the same thing. When I saw this I immediately assumed that the buyer had less then 25 feedback.

AngryTurtle · March 8, 2011 3:38AM

<< 

<< It's always funny when people on a Wal-Mart budget expect Nordstrom service and quality. >>

How dare poor people expect good service!!! Actually, I've had good service at both stores that you cite but only one has someone that actually greets me at the door. >>

They will also give you a smiley face sticker!

WinPitcher · March 8, 2011 4:10AM

Funny but right after reading this a moment ago, I went to my ebay to see if a buyer paid yet so I
could get his item out with the afternoon mail. I clicked on his feedback and saw that he received this:

Negative feedback rating Seller charged me $2.50 for shipping then I had to pay another 14 cents COD Buyer:
Member id volvoman200211au ( Feedback Score Of 302Teal star icon for feedback score in between 100 to 499)
Mar-07-11 11:23
2010-11 Everett Silvertips Magnet Schedule (#200574481719) US $0.99 View Item

A neg over 14 cents? On a freking .99 item?

I sorta agree with the OP, I find them the most demanding as well.

Steve

coindeuce · March 8, 2011 4:43AM

<< The customer may not always be right, but the customer is always the one spending the money. >>

Or ignorantly overspending the value of their time involved in returning merchandise that they are not 100% thrilled to own.

telephoto1 · March 9, 2011 5:20AM

Some here can deny it if they wish, but based on 13 years' worth of ebay selling experience, the simple fact is that on ebay, low end value buyers (be it numismatic or otherwise) usually have less experience, less knowledge, more unrealistic expectations and thus, higher percentages of problem transactions. We decided long ago that if the item or lot wasn't expected to bring at least $20-$30 minimum then it wasn't worth listing. The learning curve kicks in pretty quickly when someone causes you grief over the "poor quality" of a $10 face value note that sold for $8.75, or complains that the group of ten different clearly described Mercury Dimes they bought for roughly 50 cents each didn't have any rare dates in the lot... or returns the 1970 proof set you sold them because they didn't find a small date cent in it (after tearing the pristine box due to not knowing how the flap opened). Or, the early 60s set that gets returned because they "heard about" (and therefore expected it to contain) a doubled die reverse Franklin (problem is, the set in question was a 1963). Or, the buyer who wants to keep only the two coins they want out of a mixed lot and return the rest for full credit, plus shipping, natch. Or, the guy who buys the 1941-1974 partial Lincoln set in a Whitman folder and wants to return it under threat of a negative feedback... because there weren't any Indians in it. And those are just the ones I remember right off the top of my head.

And all of this hassle for cheap items offering virtually no profit in the first place? No thanks. I'll leave those sales for someone who places no value on their time.

I also lose patience with the "these guys could get rich and spend a million bucks with you later" argument. I hear that comeback a lot but have yet to ever see verifiable proof that it's ever happened...but even if it did happen... if they are being this big a pain over a $10 deal, can you imagine what a joy they would be to work with on a higher value deal?

mrearlygold · March 9, 2011 5:57AM

Depends on the type of coins. I don't agree with "the smallest customers are the most difficult to please", or even "often".

Edited because I don't like the way it came out

Coinosaurus · March 9, 2011 7:34AM

Some people are simply determined to be a PITA.

I've seen them at all levels.

It's not personal, they are just jerks.

RYK · March 9, 2011 7:49AM

<< Some people are simply determined to be a PITA.

I've seen them at all levels.

It's not personal, they are just jerks. >>

Perhaps we are more tolerant of people who buy five figure coins from us than those who buy $25 coins from us.

JJHulin · March 9, 2011 9:01AM

I have had them from all levels of buyer. Big dollar and small dollar. I can say that I am usually more tolerate of a big buyers demands and irritated by a small dollar buyers demands. Maybe that is why you noticed this more with the smaller dollar buyers. I have to swallow that feeling often. I learned from an old salesman when I first went into commissioned sales to treat the small buyers as good as the big ones. He used to look at me and ask, "Where do you think all those big fish come from? They weren't born that way." He was and is correct.
Later as I matured in my selling knowledge I realized he was really talking about trial buyers. Of course, he was also the one who taught me that sometimes you are just better of not selling to someone as they will always cost you more in labor than you could ever make in profit.

telephoto1 · March 11, 2011 2:50AM

He used to look at me and ask, "Where do you think all those big fish come from? They weren't born that way." He was and is correct.

Problem is...if the "small fish" is a jerk, if/when they become a "big fish", they're usually just a bigger jerk.

LanceNewmanOCC · October 16, 2013 8:29AM

<< He used to look at me and ask, "Where do you think all those big fish come from? They weren't born that way." He was and is correct.

Problem is...if the "small fish" is a jerk, if/when they become a "big fish", they're usually just a bigger jerk. >>

Money doesn't change men, it merely unmasks them

.

3keepSECRETif2rDEAD · October 16, 2013 8:42AM

...since he (the buyer) is small change, you should pay-it-forward and just return his $9.99 for the quarter and tell him to keep it and enjoy it...tell him to go and grab an ice cream cone on you...then go and buy a lotto ticket and see if it comes back

Erik

EDITED TO ADD: lol, I just now realized how old this thread is

ebaybuyer · October 17, 2013 4:54AM

an ebay seller can give away everything for free, pay the shipping and still at least two people in 1000 wont be happy. it is the law of averages

AMRC · October 17, 2013 5:31AM

I have to agree. A majority of the issues I ever encounter are around the smaller stuff. My last neg was by a newbie who never even gave me an opportunity to make it right. I offer to reimburse buyers the return shipping if the problem is on our end.

BaseballAbs · October 17, 2013 5:47AM

Two words come to my mind, Oh brother!

rhedden · October 17, 2013 6:20AM

The OP's story reminds me of a customer who bought an NGC MS63 Morgan from me off eBay in the 1990s. I called it "white" in the description, and it was indeed untoned, but there was a microscopic carbon fleck on the inside edge of the numeral "3" that required a loupe to see, so he wanted to return it. I took it back and sold it to a dealer for more money the next day.

bestday · October 17, 2013 6:41AM

<< I don't think it is fair to assume all of the people buying cheap coins on eBay like that who are difficult are poor or do not have a lot of money. I would bet some of the most problematic buyers are actually wealthy people who are doing their catfish imitation. Because of the way eBay has set up the rules, it has created an environment where they can force you to be an approval service on your dime and return it if it is not a shot upgrade. >>

Be careful with assumptions.. I called Apmex last year ..1st saying I had some MS-70 Silver eagles I wanted to sell ... the person seemed annoyed just dealing with a $600 lot and literally hung up the phone. Little did person know after getting a silver eagle quote I was planning on selling 5 American Eagle gold proofs.. I have not called Apmex since

CoinZip · October 17, 2013 7:55AM

The customer is always right..........

C0inCollect0r · October 17, 2013 4:14PM

In my experience I have certainly found a disproportionately high number of difficult buyers purchasing very inexpensive items.

The smallest customers are often the most difficult to please

Comments

Leave a Comment