The names in this story have been changed to protect the innocent. For that matter, I don’t even remember them.
Sometimes it’s a good thing to take a step back and count your blessings; you never really know how good your situation is until you do. I often make routine calls on existing customers to give them the opportunity to sound off on ideas, recommendations, or just shoot the breeze. Sometimes I uncover a feature possibility we’ve never thought of before, a support issue that’s been swept under the rug because the customer didn’t have time to call us, or an opportunity to provide a solution that helps them with a business problem.
Most calls I expect some level of traction, especially if its an existing customer. Even if they’re busy, at least they’ll leave the door open for future conversations. One of today’s calls was more like a scene in a film noir (Believe me, I don’t think of myself as some dashing private eye from the 50′s; too young for that). Humorous, snappy, a little gritty; the receptionist who answered the phone had a voice with character, a little on the raspy side. She wouldn’t let me talk to her boss, but she assured me he was happy.
“If he weren’t happy, youdaknownaboutit by now,” she said. “He’s only got two speeds, nothin’ and ticked off!”
I laughed, tactfully. “So I guess we’re lucky he’s been using WhenToManage for so long?” “Yeah,” she agreed,”he’d have dumped you guys a long time ago if he didn’t like it.”
I took another tack: Well, if he’s happy with the scheduling solution, do you think your boss would be interest in exploring some other solutions?” “Like whaaaat?,” she croaked suspiciously.
I laughed again, ’cause she was sweet. “Like POS reporting or inventory management.?” “No we use ACME and Generic Inc for those. He’s happy with them too. Our philosophy around here is if it ain’t broke, don’t fix it.”
So we shouldn’t make waves? “Nope, don’t call attention to yourself.” Well, thank you very much. I laughed again and hung up.
The lesson here? I don’t know, be prepared for anything I guess? Even in the realm of technology, new isn’t always better. People use software like they used the adze, or a horse drawn sod-tiller: they use it everyday, for everything they can and they milk the use out of it. They fix it if they can, they get as much support as they can eke out of the agreement, and then when they retire they leave it for their kids to dust off and sell at an antique auction, or eBay. Like the difference between a flimsy Swiss army knife and solid, sturdy, two-function hunting knife, the better it is at a few good things without breaking, the more trust you elicit from your customers. It’s nice to know the toughest judges like our products enough to tell us to stop calling.
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