Work, Customers, A-holes, etc.

It's not too uncommon for me to have to work with a-holes like this guy on any given day.   The guy posts maybe 2 jobs a year and ALWAYS gets a discount that he is NEVER satisfied with.  Since I took over his account in January I have had one previous interaction with him in which he was also an a-hole; didn’t like the response he was getting to his job posting, I went out of my way to show this low spend customer the MANY ways he could improve his poorly written ad to improve his results but he wasn’t interested. 

On this recent interaction I kept my tongue until the end – and even then my response is DRIPPING with saccharin.  At the end of the day, I have to be professional, regardless of the fact that my coworkers were giddily hoping I would respond in the same manner I was relaying the communications to them :-)

Below is the email string.  I edited it such that you don't have to start at the bottom, just keep reading:

(names have been changed to protect the a-holes)

From: A-hole [mailto:ahole@lamecompany.com]
Sent: Tuesday, August 27, 2013 1:16 PM
To: Farrar, Wendy
Subject: Monster Rep

Wendy,

can you direct me to my new monster.com rep.

Thanks

A-hole

From: Jackman, Ann [mailto:Ann.Jackman@monster.com]
Sent: Tuesday, August 27, 2013 2:05 PM
To: ahole@lamecompany.com
Subject: [Spam 10.00] FW: Monster Rep

Hi A-hole

Wendy forwarded me your email, how can I help you?

Regards,

Ann

From: A-hole [mailto:ahole@lamecompany.com] 
Sent: Tuesday, August 27, 2013 2:16 PM
To: Jackman, Ann
Subject: RE: FW: Monster Rep

Ann,

Looking for a package of 2-3 listings and resume search.

What can you offer.

A-hole

From: Jackman, Ann [mailto:Ann.Jackman@monster.com]
Sent: Tuesday, August 27, 2013 2:37 PM
To: A-hole
Subject: RE: FW: Monster Rep

In terms of the resume search, do you need 100 mile radius access or national access?

From: A-hole [mailto:ahole@lamecompany.com] 
Sent: Tuesday, August 27, 2013 2:43 PM
To: Jackman, Ann
Subject: RE: FW: Monster Rep

100 mile would suffice

From: Jackman, Ann
Sent: Tuesday, August 27, 2013 2:42 PM
To:A-hole
Subject: RE: FW: Monster Rep

Got it.  There are a number of promotions running right now – let me find the best price/value and get back to you asap.

From: A-hole [mailto:ahole@lamecompany.com] 
Sent: Tuesday, August 27, 2013 2:48 PM
To: Jackman, Ann
Subject: RE: FW: Monster Rep

Ann,

Do let me know, we’ve worked with Monster for many years now, never really receive ANY incentives.

Other firms, even ones like DICE play ball.

Do let me know what Monster.com can do to incentivize us to remain a client.

Thanks

A-hole

From: Jackman, Ann [mailto:Ann.Jackman@monster.com]
Sent: Tuesday, August 27, 2013 2:51 PM
To: A-hole
Subject: RE: FW: Monster Rep

Here are a couple promotions that the sales team has that fit what you were looking for:

3 30-day job postings, 1 month 100-mile radius resume access = $1,375  LINK:  http://hiring.monster.com/order/promo.aspx?pid=NA1_11118US

2 30-day job postings, 2 weeks 100-mile radius resume access = $1,195  LINK:  http://hiring.monster.com/order/promo.aspx?pid=NA1_11119US

THEN, I looked online at our website to see what they were offering and they have these promotions running:

1 month 100-mile radius resume access = $499  LINK:  http://hiring.monster.com/order/OrderSummary.aspx

2 60-day job postings = $616  LINK:  http://hiring.monster.com/recruitment-solutions/EmployerHomepagepromotion.aspx

3 60-day job postings = $843  LINK:  http://hiring.monster.com/recruitment-solutions/EmployerHomepagepromotion.aspx

SO, it looks like the online promotion for the $499 resume and$ 616 2 60-day job postings is a better deal than the promotions on top.    Same goes for the 3 job posting package – not a huge difference in price, but it is a bit lower online and you get 60-day jobs vs. 30 day.

From: A-hole [mailto:ahole@lamecompany.com] 
Sent: Tuesday, August 27, 2013 3:13 PM
To: Jackman, Ann
Subject: RE: FW: Monster Rep

Hi Ann,

Then why do they have a sales force if the best stuff is online?

Thanks for pulling this all together.

Thanks,

A-hole

From: Jackman, Ann
Sent: Tuesday, August 27, 2013 3:20 PM
To: A-hole
Subject: RE: FW: Monster Rep

Hi A-hole,

The website is primarily designed to support smaller transactions; 1-2 job postings, the occasional short term resume access, etc.   I am always available to help any  customer find the best product/price to fit their needs, and to support them throughout the process.    And every now and then we DO have access to more attractive shorter term packages, so I always check.

Primarily however, Monster wants the sales force to focus on the larger solutions that may require a more sophisticated set of products and services with customizable pricing. 

I’m happy working with all of my customers, regardless of size and need.

Ann

RECAP:

my coworkers thought I should get a lot snippier, but I figured that would only backfire.  I don’t really give a shit if he doesn’t use Monster, it will just be a time-consuming and unpleasant experience with him not happy with the results anyway.  More work than it’s worth.

(but c'mon, you can't TELL me you don't love the "I’m happy working with all of my customers, REGARDLESS OF SIZE and need."  ha ha ha ha ha}

TOM's SUGGESTED ALTERNATE RESPONSE:

From: Thomas Norton [mailto:tnorton@healthtech.com]
Sent: Tuesday, August 27, 2013 4:10 PM
To: Jackman, Ann
Subject: RE: FW: Monster Rep

A-hole,

As a middle manager at a small enterprise - if I might use that term - I'm sure you can appreciate the fact that any income generated by our continued partnership represents, for Monster, a net loss due to squandered resources. However, your continued role as an object of derision here in our offices serves a valued purpose beyond quantification.

Kind Regards