The other day I posted a rant about support. A couple people wrote asking if the post was about a certain product. While it was my experience with a particular product, I wanted to make sure readers understood why I made the post.

While I was not happy with the support for the product I purchased, my article was meant to stress the importance of properly supporting your product. More a first hand perspective from a customers point of view, something I believe many marketers don’t seem to think about often enough. In reality the post was not to made to put the spot light on any one business or person. It was more a wake up call, least I’d had hoped it would be.

We’ve all purchased something at some time and some of those purchases did not go as well as we’d have liked. We all know what it’s like to be unhappy after the sale, so why don’t we think about that possibility, when we put a product on-line to sell?

Something else that does’nt seem to cross all marketers mind is that a bad situation can often be turned around if handled correctly. A unhappy customer can often be turned into a prized free word-of-mouth marketer for your product or service.

Here’s a great example. Recently I purchased an e-book and after paying through paypal, I could not get back to the merchant to download my e-book. I was’nt upset, I merely e-mailed the marketer and explained what happened. Not only did I get a reply very quickly with a link to the product download, this marketer also gave me a free e-book for my trouble. It was no trouble to me, but just the fact he went out of his way to make sure I was taken care of, says volumes. As I write this I feel his support was so superior, I should mention his name, he goes by Sean Mize.

Who do you think I’ll buy from next time? Who do you think I will trust next time?

Moral of the story, this post and the previous one, step out of your marketing shoes and think like a customer from time to time. What a difference it can make.



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