IN an earlier life, I was working as account manager for a company making printer controller boards. I was responsible for Government and Major accounts, and when a user told us about a bug we always knew two things:
[a] it was going to be a real pain in the neck if it wasn't handled properly, and [b] it was going to take ages to fix, in which time a problem no matter how minor would have blown up in the user's mind to be a really BIG thing. We used to say something like "I'm really glad you told us about that issue Mr Smith because with all our testing we hadn't found it. You'll be interested to know that it's known around the R&D department as "the Bill Smith bug" now. You're famous!" Didn't always work, but often it made the user feel honoured that he was 'special'. He' take a kind of proprietorial interest in "his" bug. (Sometimes with serious issues we could have quite a few users 'owning' the bug) and it would buy us time. Cheers, Michael Kear Windsor, NSW, Australia AFP Webworks. -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: Saturday, 7 June 2003 8:59 AM To: CF-Talk Subject: Re: Very unsatisfied with Macromedia's support attention ... Angel, I suppose it all depends on how large the company is. If you're working for a small company then sometimes the developer must call the client. Regardless of WHO calls though... SOMEONE needs to call and keep the communication lines flowing. The fact that management asked you to make the call and you didn't is somewhat disturbing though. I'm sure there's more to the story though... It's been my experience that you're far better off calling a customer and saying: "You know what, we have no idea what's causing this problem yet... but we're still working on it. I just wanted to keep you in the loop." The alternative is far worse... don't call them... say nothing... and have them screaming at you on Monday. If you're too busy working/coding then simply have the sales guy call the customer. Sales guys (the good ones anyway) are pretty gifted at delivering the news and dealing with upset customers. -Novak ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Archives: http://www.houseoffusion.com/cf_lists/index.cfm?forumid=4 Subscription: http://www.houseoffusion.com/cf_lists/index.cfm?method=subscribe&forumid=4 FAQ: http://www.thenetprofits.co.uk/coldfusion/faq Your ad could be here. Monies from ads go to support these lists and provide more resources for the community. http://www.fusionauthority.com/ads.cfm Unsubscribe: http://www.houseoffusion.com/cf_lists/unsubscribe.cfm?user=89.70.4
