Curiouser and Curiouser! on service http://matt.blogs.it/ RSS feed for topic service Copyright 2006 Matt Mower Squib/0.1 self@mattmower.com self@mattmower.com en-gb How to win a customer Fri, 28 Oct 2005 16:23:51 +0100 <p>Well now this is very interesting. This morning I emailed the authors of <a href="http://www.ambrosiasw.com/utilities/snapzprox/">SnapZ Pro X</a> (which most of the Mac cognoscenti are using to make nice screencam-movies) to tell them why I wasn't planning to register (it's to do with how the program runs, rather than the capture functionality itself). I confess I did so with little hope of a response and little hope that any response would be polite or helpful.</p> <p>I remember one occasion where I emailed a company with an online MP3 catalogue to say that it would be much easier to browse if they actually had categories and an A-Z rather than just putting a random bunch on each page with a next button. They asked me what the hell I was talking about. I tried to explain why browsing was a good thing and got a response along the lines of "You are an idiot. We are glad you are not a customer!" What a great way to build your business!</p> <p>So I was a bit surprised this afternoon to get a personal response from David at Ambrosia software which began:<blockquote>Thank you for the feedback. We often get ideas for ways to best improve our products from customers who've decided not to purchase it.</blockquote>What a great start. He then went on to describe some of the historical reasons for the way the app works, hinted it might be rethought in an upcoming version, and offered me a reasonable workaround.</p> <p>Polite, informed, listening, helpful. I think I may register as much as anything to support a company who seems to understand what customer relationship (especially with non-customers) management actually means.</p> <p>Two thumbs up to <a href="http://www.ambrosiasw.com">Ambrosia Software, Inc!</a></p> http://matt.blogs.it/entries/00003066.html