On Feb 05, 2007, at 12:08 PM, JC wrote:
It was your comment that maligned those that can't use the forums
in the
work setting. The implication was that we were somehow doing
something
dishonest (I believe you called it a "closed loophole").
And yes as a paying customer I do expect RS to take my needs into
consideration. If every decision they make hinges on 'folding' or
'not
folding' then its not really the kind of company I want to do
business with.
How about customer service just for the sake of customer services.
If you don't think a few individuals make a big difference then I
would
suggest you read The Tipping Point by Malcolm Gladwell. If you're
going to
be pissing off customers just make sure it not the Mavens that
support your
product. It's a butterfly effect that will soon create a monsoon
of trouble
for you...
I'm having trouble tying your last statement together with the
issue of the
mailing list. Yes they might fold if the product becomes less
stable... No
doubt about it...
Or try the stuff from Kawasaki about how to create a community and
the value of an evangelist
In one post he writes
Identify and recruit your thunderlizards—immediately! Most companies
are stupid:
they go for months and then are surprised: “Never heard of them. You
mean there
are groups of people forming around our products?” If you have a
great product,
then pro-act: find the thunderlizards and ask them to build a
community. (Indeed,
if you cannot find self-appointed evangelists for your product, you
may not have
created a great product.) If it is a great product, however, just
the act of asking
these customers to help you is so astoundingly flattering that
they’ll help you.
And in this one swoop REAL has managed to tick off a lot of people
who might be considered "thunder lizards" if not "experts"
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