It’s always interesting to read what others have to say about other scripts and the benefits and issues of using those scripts.
While I was visiting a site today I saw something that one would not consider good. In fact it was scathingly bad.
Now I know IndexU has had it’s own issues in the past, but sit and think about the number of issues you’ve had first. Now go read this post at directory-owners.com.
I don’t know about the reality of what that user speaks of, but I can say that when a customer is at a point like that there is no return for them. They are now a lost customer and will do everything in their power to push people away from using a product.
It’s my job on the Nicecoder forums (and support) to
- assess the issue and determine the cause
- assist users with their questions and issues
- fix the issue at hand
- report the issue to Dody for a bug fix if necessary
- act as liason between the customer and programmer/owner(s)
- if out of scope then direct user to third party assistance
- perform all the above in a timely manner
It seems that the owners of the directory script in that post above have neglected to follow through with this simple business plan for their support personnel. This isn’t a list that Dody or John have provided me, it’s a list I made myself because it makes sense and it’s the right thing to do.
So in the end, by looking at the list, you can see that it’s my job to ensure that a customer doesn’t end up like the one above. I know I can’t make everyone happy, but at least they can end up walking away saying “they tried everything they could, it just wouldn’t work for me”.
