I have decided that providing excellent customer support is the number one priority in my business.
I provide excellent e-mail support, giving you quick, thorough, and honest answers.
I often spend 30 minutes or more answering an e-mail if it requires
that, and I get lots of e-mail.
I usually answer e-mails 7 days a week, no matter where in the world I am. I do this even while on
vacation using a laptop computer, sometimes in conjunction with a cell
phone when land lines are not available. There are a few places I occasionally
travel where I cannot get a phone connection. At those times I
answer as soon as possible.
I don't provide phone support. Phone support can be very inefficient. Let me explain just a few reasons why:
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More often than not, the timing is wrong and we play "phone tag".
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If you call me, it does not give me time to research the issue and prepare a good answer. If it is me calling you back and you are not at your phone, I've wasted all this time preparing my answer, because it is soon forgotten as I deal with other issues. I then have to re-familiarize myself with the problem and solution the next time I try to reach you on the phone.
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Many of the things said in a phone conversation do not "register" or are soon forgotten.
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You will likely learn more and remember the solution better if you follow some written instructions and do it yourself, rather than mindlessly clicking buttons as instructed on the phone. That way if the
issue ever occurs again, you will know how to deal with it yourself.
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I am not always available by phone. Hiring an additional support
person is not economically feasible at this point. A support person will never know as much about the program as
me; the person who created it. I'm sure you have found this out when talking to phone support people at other companies. Often they just end up wasting your time or worse, giving you wrong and
misleading information.
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It's often easier to follow instructions when they are written down, and
while in front of your computer.
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Time zone differences are a problem. Do you really want me calling you back during dinner,
when you have company, or when you are in bed?
Sane Soft, LLC
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