Don’t Mess With Thought Leaders
2 Feb
Ayende vents his frustration with here with a company that provides a specialized licensing tool for .NET developers. Reading about the problems Ayende had with the company he was dealing with should teach a few valuable lessons about customer service.
- 1) Don’t ignore your customers problems
- 2) Don’t tell your customers its their problem
- 3) Don’t refuse to give a refund in a reasonable situation
If you are a technology company you should expect to hold conversations with your users in the public view of the Internet. A half way clued in technology company should take for granted seeing both praise and criticism of their products and practices on the Internet. Then to treat a community leader with a large audience who overlaps with your customer base so poorly is really dumb.
When a prospective customer researches your company’s product or service on the Internet and they come across a tale woe from dealing with your company from someone with a lot of Google juice it is going to negatively effect your bottom line and in the current economic climate that is going to hurt your company.
