11 March 2006
In the last post I described how we often get calls from members of the older generation thinking that we sell anti-virus solutions... thinking that we are Symantec?But why are they surprised and why are they old?
The thing that surprises them is that the phone is answered by a human being, and a friendly sounding human at that. Many are delighted that they can explain their problem to something other than a machine... but that soon turns to disappointment when they realise we are, in fact, too good to be true. I always feel a pang when I direct them to the Symantec site... feeling that I am casting them back out into a world of Euro-Support sites and automated voices telling them how important their call is.
They tend to be old because beneath a certain age the phone is no longer the natural way to deal with a support problem. Younger folk send e-mails... which interestingly are often much more aggressive in tone. Whether this is because of the medium or a generation thing I am not qualified to say... but we answer them all... however belligerent.
My favourites are the really abusive ones ones that poor scorn on us for not even mentioning our products on our web site. I enjoy replying to those the most.
We may be good guys, but we're not saints.
Posted by Nick Warren at 2:59 PM
