[Thu, 12 Oct 2000] William X. Walsh said:
> Hello Colin,
>
> Thursday, October 12, 2000, 9:25:04 PM, you wrote:
>
> > Support is a value-add. A huge one, and an expensive one too. I think
>
> Support only comes into play for whether you get repeat business.
> This is based on years of experience. The initial sale is based on
> the services you offer.
Support comes into play all the time, not just for repeat business. If
you can't treat the customer well, he will go elsewhere.
Support can also be a huge component of what drives people to your
services in the first place. Good word-of-mouth has a lot to do with some
companies' success.
> This is a very bad idea, and very bad for "real" RSPs.
I'm not sure what a "real" RSP is. If it means you have to learn Perl,
then ... :)
Seriously, I think it will mean the RSPs will need to be more creative
and/or focused in how they distinguish themselves from each other. It may
precipitate a price war ... so be it. If you were a "bad" RSP before you
had extra services, then you will soon be a "bad" RSP with more services.
Think of it this way too: the potential for some RSPs to f*** up will
get bigger. Which should be good news for the "real" RSPs.
- Colin
