Re:Go ahead, be rude. It will cost you $350k
by renewiltord on Friday November 11, 2022 @06:17PM
(#33568119)
Interesting. Then it's a tale of poor CRM, where you can't tie your support calls into the rest of customer flow.
Could totally see that if look up support purely by SKU and serial without thing it into rest of CRM. Hmm.
At a startup I worked, the only thing that kept "is this important" in mind was a rough list of importance in eng managers' heads. Definitely led to us misprioritizing customers.
Re:Go ahead, be rude. It will cost you $350k
by rkagerer on Friday November 11, 2022 @07:42PM
(#33568749)
Or you can strive to treat every customer like gold and reap the long term rewards of an impeccable reputation.
Re:Go ahead, be rude. It will cost you $350k
by sdfhbdf on Friday November 11, 2022 @08:06PM
(#33568903)
Agreed, word of mouth is a powerful marketing strategy
Re:Go ahead, be rude. It will cost you $350k
by colechristensen on Friday November 11, 2022 @09:34PM
(#33569412)
Eh. Some customers are shitty and very demanding. Most people don’t want to be in the business of pampering assholes, and plenty of people will take advantage of a business that will do anything to make literally everyone happy. Just go read some bad Yelp reviews of your favorite restaurant and ask yourself if all of those people really deserved to be treated differently.
Re:Go ahead, be rude. It will cost you $350k
by renewiltord on Friday November 11, 2022 @10:51PM
(#33569777)
Engineering is constraint optimization. Yes, ideally you have zero issues and your programs never have any bugs.
The other thing that sticks out is that the support must normally have an idea what client they are talking to, it's not like the company would order 350 laptops one by one on different names. A $350k client tries to get a replacement for a $50 part? Better hold your ground!
The story sounds like a fiction or a wet dream, but given how easy it is to underestimate the extent of idiocy, I'd say it's really hard to tell for sure. If the story is real, the vendor totally had it coming.