On Thu, Feb 25, 2010 at 2:16 PM, J. Landman Gay <[email protected]>wrote:
> Richmond Mathewson wrote: > > >>> >> Can't they see just how much damage they are doing themselves by behaving >> like this? >> > > Can you see how much damage you are doing to the company by posting an > uninformed tirade on a publicly archived list? Especially when you don't > know what happened? > > RR behaved responsibly regarding the DVDs, and this particular snafu was > not their fault. If you want the reason, wait for the email. > > Rule #1 of business: the customer is always right. Rule #2 of business: thou shalt not break rule #1. There's no exception to these rules - especially now in the era of the internet where a single unhappy customer has a *very* loud speaker at their disposal to let the world know just how unhappy they are and why. It doesn't matter if the customer is being unreasonable. *Perception IS reality*. Plain and simple. It doesn't matter if a bank is financially unstable or not... the mere perception that it is will make it so. If there's a perception that Rev isn't responding promptly and adequately to their customers' needs, then Rev needs to work extra hard to correct that perception. I'm not taking sides, but I will say that Rev would be much better off making amends with customers over this problem (regardless of whose "fault" it is - the customer doesn't give a shit) than just holding onto a few C-notes for profit and asking people to "be patient". A happy customer will in the long run will make up for short-term revenue loss in spades. Rev isn't a perfect product. No product is. I've been able to work quickly and efficiently in it (most of the time). If I had one complaint, it would be that I have yet to ever see a Rev engineer on the forums or in this list answering questions and actively helping users to get all they can out of their product. Instead they've chosen a business model that involves providing technical support for a price. This leads to a perception that they have little-to-no support. That perception is a *huge* problem, IMO. I'd put real money down that Rev has lost a lot of potential customers before they even had them due to this alone, which is sad. Jeff M. _______________________________________________ use-revolution mailing list [email protected] Please visit this url to subscribe, unsubscribe and manage your subscription preferences: http://lists.runrev.com/mailman/listinfo/use-revolution
