Personalized Emails/Conversation

This pains me to write this and I shouldn't write it, but I do a lot of things I shouldn't do in business.

Its 2025 and something has changed in people.   I have been doing this for 30 years.   We have used personalized customer service for 30 years.  Engaging with customers.  Talking to them.  Getting to know them.   We simply can't do it any longer.   Its become so abusive that I simply can't take it any longer.    Its not good for the company and not good for me personally.   This business is personal to me.  Its been my life for 30 years.   7 days a week.  Every Christmas, every NYE, 100 hours per week.   I love the business and I love providing customers with content while I protect their privacy.   Its why we have customers that have ordered over 300 times.   Its why 95% of our orders are from repeat customers.   I'm not outsourcing customer service to the Philipines and giving someone else access to your information, but I can't engage in conversation any longer.  Simple requests like asking a customer to explain the situation result in wild tirades laced with profanity.   Then when I ask them not to use profanity it results in personal attacks because I sell adult videos.   Its not a handful.   Its 100s per year.   These same customers then come back and order a week later after calling me names and saying "Im never shopping here again."   To say one of these emails ruins my day would be an understatement.   

I have wondered why so many companies outsource customer service or use AI.   The reason is because engaging with customers creates more problems than it solves.   We ask customers to "Please clarify what you are asking.   We are here to help."  and we get back pure fire and anger.   Customers rarely ask questions.   They give statements or express feelings.   These emails are impossible to answer, so we just stopped.  I said we can't do it any longer.   We are losing customers, by trying to help customers.   

We will not engage in conversation any longer.   We simply will not do it.   If it means you don't want to shop here, then I am certain you were going to stop if we did engage in conversation, so we didn't lose anything.

Most questions are asked more than once.   We are writing out replies to those questions and they are on the website.   When you email, we will state the topic and provide the link.  If you don't ask a question we will guess.   

Example:

When do orders ship

https://www.quickdvddelivery.com/pages/when-orders-are-shipped

We realize this may be a change to many and disappointing to some, but its what I have decided to do in terms of what is best for me and best for the business.

The business is changing and there are lots of exciting things happening.  I want the focus to be the content.