Can you help your customers too much? Have you ever wondered where to draw the line when providing support / customer service to your customers? Or how to react when support starts becoming the focus of every waking moment, much less the thing that wakes you up in the middle of the night? Consider the question below. Once again, the context is software, but these business model structural design failures can just as easily face your plumbing firm, Crossfit gym, or mortgage brokerage.
I have a question about supporting my end users of my software. How do you take care of users who call about their printer not working, or they can’t get the software to open up because of a networking error? I feel like we are getting way too many calls that have nothing to do with our software. Just today a customer wants to print to a different printer and I asked if it was installed on her computer. They answer “I don’t know how to check that.”
You might be wondering how you’d get into a situation like this. Maybe you don’t clearly define what your business does and what it doesn’t do. Perhaps it happened because we’ll often do “whatever the customer asks” during the early days when you’re clawing for business. In that mode, you’ll do (almost) anything to please a customer & get/keep a sale. Trouble is, you may eventually find yourself trapped because this kind of business model doesn’t scale well. Even if you’re being paid for the help, it can create a large support infrastructure. Is that the business you designed?
Once you’re in this situation, the far more important question is “How do I get out of this mess?”
Help! We already do too much.
There is some good news. If you’re being asked to help, it usually means they trust the advice you’re giving them. The challenge with this is that you’re often doing this for free, which is another reason they’re asking you for help. While you could start charging then by the hour for help that is not directly related to what you do, is that the business you’re in? Looking forward, is that the business you want to be in?
Let’s rewind a bit. When you selected a market to enter, did you also consider the type of customers involved? Did you consider what sort of help they would expect? Consumer users need a lot of help. Most of them aren’t tech people. They depend on tech to remove problems, not create them. When the latter happens, it usually coincides with use of other technology, like yours. It’s the nature of the beast.
Your consumer users need your products / services to help them, heal themselves and when that fails, communicate all pertinent details to you as automatically as possible. Anything else creates a situation where you’re buried in a pile of conversations with frustrated users who don’t know how to answer your legitimately nerdy questions that your software should’ve already figured out.
It’s not difficult to get buried by consumer or small business support / service. The consumer issues are noted above, and the small business ones aren’t much different. Few small businesses have an IT staff. Some have their brother-in-law the IT guy (translation: maybe a gamer, maybe a real IT person somewhere), and a scarce few actually have a professional firm contracting this sort of help. Even for the latter and most proactive group, this help can be quite expensive. Result: They’ll still try to get you to help before falling back on the external IT group.
So how do you fix it without aggravating your entire user community?
Most likely, you don’t. There is no shortcut here. Admit that you can’t do it any longer and decide what you will do, then communicate the situation to your users. At the very least, you have to communicate it to the ones who are consuming the most time on things that are ultimately not “owned by you”.
What you can’t do: Continue being your customers’ service desk for HP, Microsoft, Dell, etc. There’s too much hardware changing too fast that’s affected by too many things. Remember, this isn’t the business you’re in (unless it is).
Next week, more on the subject…