Do Your Customers Feel You’ve Taken Care Of Them OR Taken Advantage Of Them?
Would your customers say you “take care of” them or would they feel “taken advantage of”? I never thought I’d be writing about something like this but there have been two experiences that have happened recently and has motivated me to share iMIndMap what I’ve observed. Buzan (iMIndMap) Software Co. Customer Service Story I purchased iMIndMap from Buzan, they had 3 or 4 different configurations from $199-$299. I went for the $299 version to get the presentation features. At the time they didn’t have a trial version as it wasn’t compatible with Snow Leopard. I discovered that they had a BETA version with SL compatibility. I purchased it without a trial version – big mistake. After purchasing, I downloaded the BETA version and immediately realized that this wasn’t a native mac app. It was developed in Java. The metaphor for adding branches in a mind map was great but after that the greatness stopped. There were numerous other shortfalls that did not measure up after the upgrade to the final SL version. I asked for my money back and got the following… standard reply. Unfortunately our refund policy states that we do not refund users who have purchased as we offer a 7 day free trial. ————————–10. Refund Policy Buzan Online Ltd offers a 7 day free trial of iMindMap to all users. We would ask that you use this “try-before-you-buy” version to ensure that it is compatible with your computer systems and it satisfies all of your requirements before purchasing the full version. If you experience any problems with our software, please contact our Technical Support Team support@buzanonline.com for help. All sales are final and refunds are provided only for accidental duplicate orders. Refunds will only be made to the credit card or PayPal account through which the original purchase was made. Ordering a software license signifies your acceptance of this Refund Policy.
———————— Needless to say I was less than pleased. I just wrote to them advising them that a working “trial” version was available therefore, they should reconsider. We will see what how they decide to handle it. NOTE: the email address sales@buzanonline.com just sent my email back. Customer service? Fail! MyThoughts Mind Map Software Customer Service Story I didn’t find this $49 app until after I purchased iMindMap. MyThoughts is at version 1.0.5 and Buzan’s is 4.1.2 so the feature set isn’t as robust as Buzans iMIndMap but what MyThoughts has going for it is that it IS built upon the Mac OS and has an organic branch structure like iMIndMap. There is a huge difference between $49 and $299. Buzan ports their windoze app to Mac using Java, MyThoughts is Mac only. MyThoughts has to make all their money in the Mac arena. Whereas, IMO, Buzan’s effort at a creating a Mac version appears to be more of a hobby than a commitment to the Mac platform. I did have an issue with MyThoughts and wrote to the developer. He was not aware of the issue and fixed it the same day and sent me a new version attached to my email, which was totally unexpected. In fact, I was surprised, pleased and very satisfied. I very well “felt looked after”. I have since exchanged emails several times with the developer making suggestions and asking for new features. He was very open, taking my suggestions and communicating in a real, authentic way. MyThoughts has my loyalty because they made me feel “Taken Care Of” plus I get to support a “real” Mac developer. Do your customers feel that you’ve “Taken Care Of Them”? This is the first time I have ever been this dissatisfied with customer service or a software application for the Mac. Questions to Help You Reflect On How You Handle A Disappointed Customer What do you do when a customer speaks up and lets you know they are unhappy?
How easy is it for a customer to get in touch with you?
How do you deal with customer complaints, concerns and requests for support?
Is your approach customer focused or based upon what you need to minimize distractions?
Do you make customers jump through hoops to get support, get a refund or communicate with you?
If you are a software or web app developer do you have a support ticket system?
Do you have a road map that shows prospective and current customers your plans for future app changes and additions? These are my opinions and viewpoint as a customer. What’s been your experience dealing with companies online?
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I have learned to look into the company and discuss their products and services in more detail if they offer a strict refund policy. I do not do business with companies that do not value their consumers and who create unrealistic refund policies…In this case offering a BETA program, with no trial option and therefore no refund is unrealistic and exhibits poor business practices.