Asked via tweet earlier today how vendors handle clients who've let support lapse. I eluded to the proverbial concern about customers not wanting to pay for the milk since they can get the cow for free. Got this tweet back from Jody Meyer:
JodyMeyer: @mbabcock16 /Client Support/ We back charge here at MAGI to catch them up. There is no free milk here. Seems like a good policy. But I know this one client would say "look, we like your software, but it works fine for us and we'd rather pay an hourly rate since we'll only need you (probably) 3 hours annually." And he's right from the perspective that the software not only works, it works well, even after 6 years of usage. (That's the problem with building great software---you don't make any money on recurring support fees!!!! LOL!) I've got another client down in TX who bought FabMate but wanted to wait some undetermined amount of time until they renew on FabMate support/upgrades as well. This all sucks of course, as I'd like to build my business model on recurring income. I'll keep upgrading/enhancing software (if it needs it), but to do it and then have this guy come back some point in the future to then buy another year of support (but receive all of the goodies I've done since he let support lapse) doesn't make me warm and fuzzy. The first customer has a point. The second customer is a bit different and I really don't want to give them upgrades they never paid for. I'm not going to hold them hostage, but am looking for advice on how best to handle these situations. tia! --Mike _______________________________________________ Post Messages to: [email protected] Subscription Maintenance: http://leafe.com/mailman/listinfo/profox OT-free version of this list: http://leafe.com/mailman/listinfo/profoxtech Searchable Archive: http://leafe.com/archives/search/profox This message: http://leafe.com/archives/byMID/profox/[email protected] ** All postings, unless explicitly stated otherwise, are the opinions of the author, and do not constitute legal or medical advice. This statement is added to the messages for those lawyers who are too stupid to see the obvious.
