Path: utzoo!utgpu!news-server.csri.toronto.edu!bonnie.concordia.ca!uunet!zaphod.mps.ohio-state.edu!sdd.hp.com!news.cs.indiana.edu!news.nd.edu!mentor.cc.purdue.edu!ach From: ach@mentor.cc.purdue.edu (Joseph Poirier) Newsgroups: comp.sys.next Subject: Reward for NeXT's response on the net. Keywords: customer support arrogance Message-ID: <4152@mentor.cc.purdue.edu> Date: 21 Jan 91 18:56:37 GMT References: <1991Jan19.200318.10586@macc.wisc.edu> <1991Jan20.214014.18419@uncecs.edu> Reply-To: ach@mentor.cc.purdue.edu (Joseph Poirier) Organization: Purdue University Computing Center Lines: 67 In article <1991Jan20.214014.18419@uncecs.edu> jfreem@uncecs.edu (Joe Freeman) writes: >>6. Arrogant silence in this newgroup >> Frequency of NeXT's voice on comp.sys.next are countable. > Arrogant postings are also in this news group. What is the reward > for responding? Wow. I am surprised by this response. I can readily see a couple reasons for NeXT to maintain a more definite presence on the net, as opposed to the rather random appearance they currently have. Some of these reasons even have direct rewards for NeXT. First, I read this newsgroup not only to see how the NeXT computer itself is holding up but also to see how NeXT, Inc. responds to customers' problems. Customer support is very important for me. I do not have a NeXT yet, but I am strongly considering buying one once I gather enough money. When, and if, I do, I will end up using it at home. Hence, the support NeXT provides individually is very significant. I find out about this support through two main channels: this newsgroup and talking to people who own a NeXT already. The people here who own a NeXT seem to like the machine a lot until they have to deal with NeXT's customer service. In the past, I recall that NeXT seemed to be selling its service as an advantage over other workstation manufacturers. However, the people who own a NeXT rarely praise NeXT for its support. I see the same general feeling in this newsgroup. Thus, I take any reports that NeXT will provide good customer service with a grain of salt. I tell my feelings to various people. Some of them are also considering a NeXT (usually weighing it against a Mac II). I can only relate secondhand experiences to the people I meet. And here is the main point: People read this newsgroup and relate their experiences and feelings to many other people who do not read this newsgroup. Word of mouth can be powerful. Providing consistent and prompt customer service seems, to me, to be almost a necessity. Isn't that what that other really big computer company concentrates on? And a major reason customers flock to it in hordes? Second, what does it matter whether the posting or the customer is arrogant, rude, obnoxious, friendly, or any of a host of other traits? Did someone forget "The customer is always right"? I have always been much more impressed to see an employee treat a rude or displeased customer with respect and genuine concern than with an unconcerned, one-customer-isn't- important, just-who-do-you-think-you-are attitude. In fact, there have been occasions where the sole reason I have purchased something was because I saw an employee treat a customer "with kid gloves". This is the type of service that I reward. Thus, when Mr. Freeman asks for the reward of responding to an arrogant posting, my answer is that a good, concerned and accurate response that either solves the customers' problem or directs the customer to the solution tells me that the company is concerned about their customers and their products. This reflects back on the company: I feel that is tells me much about the company that sales and product literature doesn't. Uncaring attitudes reflect negatively on the company, of course. That is why I am surprised that NeXT leaves its customers hanging about the status of such things as upgrades and software. It doesn't matter if the posting is arrogant. Just respond to it. You're reward will be that current and potential customers will be more apt to regard the company well. And your responses will be like free, or at least very cheap, advertising. I don't pretend to know about NeXT's marketing plans. I'm not trying to tell NeXT what it is doing wrong -- I certainly have never ran a company and I have been impressed that NeXT was able to crank out such a machine rather quickly. I am simply mentioning that I don't see how good customer support can be bad for the company. And, of course, this needs to be backed up by actions and not just words and promises. Joseph -- Joseph Poirier Internet UUCP ach@mentor.cc.purdue.edu ...!{decwrl, ucbvax}!pur-ee!mentor!ach