From: "Richard Altenburg (Brainchild)" <[EMAIL PROTECTED]>
Date: Sun, 19 Feb 2006 09:06:59 +0100
On 19-02-2006 07:38, "Paul Levine" <[EMAIL PROTECTED]> wrote:
My findings are that customers almost always buy after you help
them with a
problem. Otherwise, if you do not help them, they will move on and
buy from
someone else.
We experience the same. In fact, we are glad with each and every
user-to-developer interaction, because it is very rare for a user
to tell
the developer exactly what is wrong with his product, and to try to
fix it
together. Most of them just move on without telling you. For every
user
giving you negative feedback, be sure there are at least 20 with
the same
problem but not enough patience to work it out with you. Wouldn't
you like
them to become a customer?
Almost every user that had a problem and worked it out with us,
became a
loyal customer, often telling others about the software and the
support.
Some are so kind to give us feedback that we may post on our web
site. This
is of great value to our business.
A few weeks after the purchase, we contact most customers again,
asking
about any problems or questions they have, and reminding them of our
money-back guarantee! And we repeat this after 3 months and after a
year,
just to keep in touch and get feedback. A lot of new features come
up this
way. Now if we just had the time to build them all...
So, to be short, treat your demo users the same way you would like
to be
treated, and let the sales come as a natural result.
I couldn't have said it better myself. Actually I don't do the "get
back to them" thing, I probably should do however. But I totally
agree with you on how not charging for support works to our benefit.
--
http://elfdata.com/plugin/
_______________________________________________
Unsubscribe or switch delivery mode:
<http://www.realsoftware.com/support/listmanager/>
Search the archives of this list here:
<http://support.realsoftware.com/listarchives/lists.html>
