I heard today that one of our cellphone providers refers calls from customers to a special department after their fifth call for the calendar month.
That department will then assist them, and politely tell them that more than 5 service calls a month is pushing it, and if they feel lonely they better get a cat and stop phoning the support center.
I know that us theme providers here on the Forrest have the patience of mother Theresa, but I wondered, if pushed for an answer, how much support calls from one customer would you deem to be too much?
Would there be a different number for a customer that buy a theme for himself as opposed to a developer buying a theme for a customer?
As they say, if you have to ask…
Personally, it completely depends on the attitude of the customer. I’ve exchanged 20+ emails with some customers because they were pleasant to help. Others not so much, and they get a totally different quality of support.
It’s better to be kind than clever or good looking.
If i’d HAD to choose i’d rather be clever
Then i would think of something clever so that other’s like me
I provide support for a TF author themes. I like to help so I often do more than what is required. I tried to provide a support to one customer who posted 87 messages, and I replied to all of the 87 messages. Almost all of the questions were about customization and the user did not know how to use some feature.
Some of the sample messages:
‘Is it possible to make header like xxx.com’
‘I have sent you files, can you modify and send me, send back soon’.
‘My client is want to make these changes, can you please do and send me files, deadline is coming soon so pls send me files soon’.
‘I’m so pissed, your theme does not have this feature like xxx theme.’
Some people are impossible to please.
wow loveetc you should receive a medal.
87 support replies is a excessive amount, and surely is not support anymore.
just checked my support forum:
^ Lol D: It’s almost like those spam bots… He managed to post 7 threads in a span of 6 minutes…
That’s not asking for support, that’s harassment.
Personally, it completely depends on the attitude of the customer. I’ve exchanged 20+ emails with some customers because they were pleasant to help.
+1 – If someone is nice, friendly, and doesn’t expect instant ‘my client wants this’ help then I’ll always go the extra mile, every time.