Let’s call it the Apple effect. Never mind that your product is complex as hell and not particularly easy to use, but with enough PR you can convince the masses that it’s a great product, and you must just be too stupid to understand it. Your Internet was great when everyone else said it was, but the minute you break the illusion it’s crap, and they are all mad at being deceived previously.
It’s a real stroke of marketing brilliance if you can manage to keep that illusion and then convince people to pay for “geniuses” to fix it when it breaks. If it was so easy to use why does it take a genius to fix it? Mark > On Feb 1, 2022, at 9:50 AM, Josh Luthman <[email protected]> wrote: > > The false assumption that correlation is causation. Everyone wants their > complicated IT issues to be a simple snap of the finger fix. No one wants it > to be a complicated mess (ie ethernet issues: is it the router, patch cable, > poe, line, radio). > > On Tue, Feb 1, 2022 at 2:37 AM Craig Baird <[email protected] > <mailto:[email protected]>> wrote: > Sorry, can't tell you the name for it, but I experienced this very thing in a > major way when my partner and I sold our WISP back in 2014. We sold it to the > local telco, which had a less than stellar reputation at the time. We > announced the pending sale to our customer base probably a month or so before > the actual date that it changed hands. And we put the best spin on it that we > could. As part of the deal, my partner and I went to work for the telco. The > day of the handover came, and the phones blew up with calls from customers > screaming about all these problems they were suddenly having. Not only that, > but the local town Facebook classifieds page (which also doubles as the town > gossip & gripe forum) blew up as well with similar complaints and all kinds > of conspiracies about how the telco was intentionally sabotaging their > formerly awesome Internet service in order to force them to switch over to > DSL. The interesting thing was that there was nothing wrong with the network. > Nothing had changed from the day prior, and in fact, nothing had changed from > back before we started talking to the telco about selling. We had not even > interconnected the two networks yet. The network was humming along just as it > always had. My partner and I were still running it. The telco's techs didn't > even have access to the network, and even if they had, they didn't have any > login credentials to anything. Yet, for a lot (and I mean A LOT) of people, > the world was coming to an end and they were utterly convinced that the telco > had intentionally destroyed their Internet service. > > To this day, I still have people tell me how much they wish we hadn't sold, > and how it went bad from the very day the telco took over. It was a very > interesting lesson in human psychology. > > Craig > > > On Mon, Jan 31, 2022 at 11:11 PM Steve Jones <[email protected] > <mailto:[email protected]>> wrote: > You guys are a bunch of nerds, somebody has to know the term Im looking for > to describe this phenomena. > > When an inert even triggers customers to believe there is an issue that > doesnt exist, or they notice an existing issue and assign it to the event. > > Some examples: > > You put up a notification that site A is undergoing maintenance, so a > customer on Site B that is totally isolated sayas that ever since that > maintenance, there has been a problem. > > We did a mass change of our defalt WPA keys on managed routers. Probably 1 > percent of the customers claimed that "ever since the change" there has been > some issue. Changing they WPA key wont impact performance. > > I just completed a network wide rate plan naming convention change, every non > custom account will have anew name for their rate plan on their invoice. > this had zero service impact, its just clerical, but as the bills go out, > probably 1 percent (probably that same 1 percent) will call in with an "ever > since the change" complaint. > > Im not looking to argue with the customer as to whether there is an issue or > not, Im simply looking for the name of the phenomenon. > > Id like to incorporate this into tier 1 support training so that this doesnt > continually generate nuisance escalations. Some reference material on it > would be the bees knees. Everything has a name, like Petrichor: the way it > smells outside after rain or Phosphenes: the lights you see when you close > your eyes and press your hands to them. > -- > AF mailing list > [email protected] <mailto:[email protected]> > http://af.afmug.com/mailman/listinfo/af_af.afmug.com > <http://af.afmug.com/mailman/listinfo/af_af.afmug.com> > -- > AF mailing list > [email protected] <mailto:[email protected]> > http://af.afmug.com/mailman/listinfo/af_af.afmug.com > <http://af.afmug.com/mailman/listinfo/af_af.afmug.com> > -- > AF mailing list > [email protected] > http://af.afmug.com/mailman/listinfo/af_af.afmug.com
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