Phone Support; or “Why I Don’t Offer…”
I don’t offer customer support via phone. For two reasons. One for me, one for the customers.
1. Support via phone takes more time (versus support via email)–and happens at times of the day I prefer to be doing something else. Like being skinned alive.
That’s the reason for me.
2. I’m much more cohorent over email.
That’s the reason for the customers.
And, no, I’m not kidding.
It’s in the best interests of all concerned to keep me off the phone. Give me a phone and I ramble. I opine. I go for the laugh. I go for the jugular. Sometimes I pause to take a breath.
And. I. Can’t. Edit.
The first thing out of my mouth many times isn’t the best/friendliest/most useful thing possible. Most of the people in my life know this. Some of them count on it. Some find it irritating. Some consider it entertaining.
I’m great in small, controlled doses. Usually in small groups. And alcohol is probably a good idea (though that may erode the “controlled” part over time).
But talking to me on the phone is not the way to get me in small, courteous, helpful doses.
Really.
Over email, though, it’s a completely different picture. I’m succinct. I’m clear (most of the time). I’m gentle. I’m self-effacing. The very picture of the courteous Gentleman Developer.
Sometimes I break down and take care of customer support over the phone. About three times per year. And that’s a busy year.
This aversion to phone support is another reason I try to make my software as intuitive and bug-free as possible.
Don’t get me wrong. I *love* hearing from my customers. Even when they’re complaining. Especially when they’re happy. Or when they just wanna say, “Yo!”
I have at least 2 dozen “Click to email me” links on
The Journal’s Web pages. Because I
*want* them to feel free to ask me anything, and make suggestions, and more.
But phone?
I love you. But no. Please. Email me.
It’s best for both of us.
-David
