News for hackers. Stuff that matters.
Re:How to detect a toxic customer by gte910h on Thursday December 09, 2010 @12:48PM (#1988302)
Sorry, the actual costs for 10 licenses is far less than 10x the support cost of 1 license. The support costs of 1 very penny pinchy person is often far in excess of a normal license sale. Many people choose not to pay that support cost intentionally.

It feels like you're asking for a discount, and having sour grapes when he said no. Tone is very hard to read in text. From the walls of text and the style of your post, I'm not sure you didn't start the cattiness in his mind.

Re:How to detect a toxic customer by kls on Thursday December 09, 2010 @01:04PM (#1988365)
I'm not sure you didn't start the cattiness in his mind.

If I did, it was not my intention. The summation of my email to him was pretty much that I have a young daughter that I want to teach video production to. That I think it would be best for her if I could teach her some of the advanced features and I inquired if they had an educational discount program. The last line asked if they did not would they consider selling me a basic license and upgrade me to pro with the explicit agreement that it was to only be used for educational purposes. I feel that I am pretty good at regulating my tone and did not use words that would appear that I felt entitled to such an arrangement. I was polite in my request.

While, my tactic is debatable, I don't think the content or how I approached it was a factor. Further, I have said on multiple occasions that I did not walk away with sour grapes about the exchange, he was totally within his right, I was the one asking for a favor. That is not in dispute, and I was in no way shape or form upset about his decline. The only thing I walk away with was that I felt that I it was better that I had that exchange before a sum of money was involved.

Re:How to detect a toxic customer by gte910h on Thursday December 09, 2010 @01:34PM (#1988501)
Perhaps it's just hard to tell the "I outsmarted him" story when the people you're telling it to relate more to the antagonist (the guy) than the protagonist (you). It makes me want to ascribe more negative features to you than I have any rational basis to really do so.
Re:How to detect a toxic customer by kls on Thursday December 09, 2010 @01:43PM (#1988547)
Sure and I understand that, i ask that you don't see it as an "I outsmarted him" post that was not my intention (which has got kind of lost). My intention was to serve as a warning to how customers make decisions and that placing earmarks on customers can be dangerous. I am by no means disconnected from the realities of writing software, it is after all what I do for a living. Rather than bragging about outsmarting someone (which I never felt I did) I merely wanted to highlight the dangers of earmarking bargain shoppers as being difficult customers. Contrary to how I may be perceived in these posts, I am a developer first and for most and am very rational when it comes to dealing with other development organizations to my knowledge no one has ever seen me or my organization as a difficult customer. We may be critical of who we establish business relationships with, but after a relationship has been established they are generally amicable.
Re:How to detect a toxic customer by rhizome on Thursday December 09, 2010 @03:00PM (#1988883)
I consider potential clients who bring their personal software needs into the equation to be "difficult." Educational discounts mean and are used for a very specific purpose and typically have tax implications for the vendor, and a dad teaching his daughter is not part of it. Naturally, a retort would be that he doesn't think enough of his daughter's education to pay whatever it takes to get the tools to do so. You aren't a school and it's crazy to ask for an "educational discount" from a businessperson who is otherwise perfectly accomodating.

My general take from the approach you describe, paying attention to the "smallest" detail of a deal (and/or bringing ever-smaller details into the deal) is reaching for more and more tenuous reasons to neg the vendor. It's analogous to reducing your tip at a restaurant because your water glass was not promptly refilled, and then further when the silverware is not perfectly parallel..

Re:How to detect a toxic customer by kls on Thursday December 09, 2010 @03:27PM (#1988983)
You aren't a school and it's crazy to ask for an "educational discount"

That's the first that I have heard that it is crazy to negotiate. I have always though it was crazy to not negotiate. That is what sales is a negotiation. I understand that there is an amount of developers who do not like to negotiate. But that does not negate that for a good deal of business negotiation is business as usual.

Naturally, a retort would be that he doesn't think enough of his daughter's education to pay whatever it takes to get the tools to do so.

It's not a retort I would use or allow to come from my organization. Doing so could be seen a comment on ones character, an unnecessary one at that. I guess I see the world different from other developers. I see these kind of requests as the cost of doing business and they don't bother me. I also see the cost of reputation being valuable to me.

Re:How to detect a toxic customer by rhizome on Saturday December 11, 2010 @03:07PM (#1995546)
Well hold on now, "negotiation" is one thing, but I think it's disingenuous (or perhaps hyperbole) to call what you're asking for "an educational discount." I mean, I think I understand what you're doing, and of course negotiation is natural, but if you're going to exaggerate your terms by saying your personal software needs amount to institutional status, you risk being perceived as a bad-faith negotiator.

We all see the world differently, it's just that communication and, dare i say, negotiation depends on the participants operating with similar terms. In your example you're trying to tip the balance of perfect information by causing the provider to have to account for a question of how legitimate your discount request it. Which it really isn't, because you aren't really that kind of institution.

I hope I'm explaining myself well enough, it's just that it's not a good negotiation if people are exaggerating their terms. Sure, "ask for twice what you want so the compromise is closer to your target number," but this isn't a foolproof strategy.

Re:How to detect a toxic customer by kls on Saturday December 11, 2010 @10:06PM (#1996286)
Sure, point taken, I know that I did not represent a qualified educational discount, and I never directly called it an educational discount to them. I asked if they had a program and if they would consider applying it for my case, and secondly if they did not have an educational program would they consider upgrading me to the pro if I purchased the basic with an explicit agreement that we would never use it for commercial work. that is why I asked if he would consider it. I know that it was an out of the normal request, but there are some companies that will sell an educational version for any non-commercial use so it was not totally out of the norm. He was well within his right to say no based on the fact that I did not represent you typical case. In fact, the way I see it he is within his right to say no for whatever reason he sees fit, he wrote the software after all.

You never know unless you ask. His response was closer to no go to hell though (just to be clear, he did not tell me to go to hell) and that is what made me chose the path I did.

I am not put off by negotiations, and very much enjoy it when a client negotiates with me, so long as they don't become combative or disrespectful. It gives me an opportunity to show them in detail how much value I am providing for their money. I find that the client that negotiate with me and then see the value seem to be my best customers. The second vendor did just that, took time to show me their value and that is why I chose them. You learn a lot of valuable information about people in negotiations and that was really the point I was trying to drive home, that some times people don't negotiate just to get the best price. Sometimes they see it as a path to insightful information. It's the reason I always negotiate. If that makes me a toxic customer, so be it, but I like to know the paying field before I commit to anything in life.

As well just for the record on this one from your other post:

It's analogous to reducing your tip at a restaurant because your water glass was not promptly refilled, and then further when the silverware is not perfectly parallel..

I have a friend, who does this and I get extremely mad when I am at dinner with him and he does. He does it as a way of rationalizing reducing his tip, he is very cheap and he is a multimillionaire. After several occasions I refused to eat dinner with him, unless I paid and covered tip. He is disconnected from the fact that not everyone has buckets of cash and that that money is a lot more valuable to someone on waiter wages than his principals should be to him. My friend is a good guy, his cheapness just gets the best of him, some times. Anyways, the point I was getting at, is I would never intentionally do that to someone.

Re:How to detect a toxic customer by gte910h on Thursday December 09, 2010 @02:37PM (#1988783)
Yeah, rereading the http://news.ycombinator.com/item?id=1987258, it still feels like you told a "I outsmarted him" story. I get that's not your point, just might want to watch your storytelling's theme a bit more explicitly :D

I believe you that you did not intend to, but looking at the writing, that's what it is.

Re:How to detect a toxic customer by kls on Thursday December 09, 2010 @02:44PM (#1988814)
Point taken.