3 Reasons Why You Should Never, Ever Charge For Customer Support by @djstomp http://t.co/QYBCJ0kmVB via @lizkingevents
3 Reasons Why You Should Never, Ever Charge For Customer Support by @djstomp http://t.co/LGwgYzxXI2 via @lizkingevents
As you’ll see why, below, this post really resonated with me.
I agree with the general premise and your three key points – early on, we learned SO MUCH from every customer interaction.
However, if you offer SaaS (software-as-a-service) your customer needs to know what is considered “support” and what is considered “concierge service.”
Here’s a perfect example: support is *always* included with the Qrious event management service – via email, web, mobile web and phone – but a few months back, we had an event organizer who would continually contact our support team requesting that we complete certain simple tasks – tasks that we knew she had completed on her own before.
When we checked-in with her to see if something was wrong, her response was simple: “No, but since you offer such great support, I figured you could do it for me.” (!)
This was a mixed blessing.
I was glad to hear that she thought we had great support, but professional services are not included in the cost of our standard service and we had to make that clear.
However, we didn’t just ask her to “stop doing that.” 😉
Her request helped us discover that some customers just want a higher level of service, which we now offer upon request.
So, no, service providers definitely *should not* charge extra for support, but it’s perfectly reasonable to differentiate Support and Professional Services.
Thanks for your comment and additions. Differentiating between support and professional services is something that the customer will understand and appreciate.
3 Reasons Why You Should Never, Ever Charge For Customer Support by @djstomp Here at http://t.co/6gdcKV8Kgg #techsytalk, #eventprofs
>> “@lizkingevents: 3 Reasons Why You Should Never, Ever Charge For Customer Support @djstomp http://t.co/Kc8OFBMDKx #techsytalk #eventprofs
Good stuff RT @lizkingevents: 3 Reasons Why You Should Never, Ever Charge For Customer Support by @djstomp http://t.co/3vnFRBfSPm