2MuchMark... Naughty Naughty

[sarettah]

Originally Posted by 2MuchMark

Correct me if I am wrong, but a "Franchise" is usually a complete kit with a business model, crazy details on costs, etc. Like buying a McDonalds. We don't say the word Franchise because its not. LiveCamNetwork is just a video chat program, and thats it.

I didn't call it a franchise, rhetorical did, so pick that bone with him.

I compared it to a turnkey site setup.

[Hell Puppy]

Must've been the new employee.

[2MuchMark]

Originally Posted by sarettah

I didn't call it a franchise, rhetorical did, so pick that bone with him.

I compared it to a turnkey site setup.

oops! my bad.

[sarettah]

Originally Posted by 2MuchMark

oops! my bad.

np.

So, when you get a newbie who is in to deep, as a customer, how do you handle it?

[2MuchMark]

Originally Posted by sarettah

np.

So, when you get a newbie who is in to deep, as a customer, how do you handle it?

When a newbie refuses to take advice or seek advice from other industry pro's, it becomes a real problem for our customer as well as for us.

We want to be responsible for the operation of our program only, but of course the customers need help to get off the ground, so we end up having to hold their hand most of the time through the baby-steps of business.

We always suggest that newbies start start slow. Explore the forums, talk to others, attend trade shows, etc. Work with reputable traffic companies (I love Wildline and Trafficdude), hire only 1 or 2 chat models to start, and most importantly, to promote the niche that they know, or personally enjoy.

In the past, 2Much "did it all". We provided the software, built the website, did some SEO, Consulted, etc etc. I came to realize very recently that it is not only too much for 1 company to offer, but it also may limit our customer's interest in looking elsewhere for help with their business. This is why we are rolling out our new partner program in the next few days.

Regardless of the industry, anyone providing consulting, services, products, etc deserves to be paid for it. Providers can only try to assist customers in using their products to its full potential, but cannot be responsible when they do not. When a customer refuses to listen or to do things properly, there is little that anyone can do.

[sarettah]

Originally Posted by 2MuchMark

When a newbie refuses to take advice or seek advice from other industry pro's, it becomes a real problem for our customer as well as for us. yadda yadda yadda

I actually wasn't trying to go there. So, don't take it there please.

Your latter paragraphs are more what I was looking for, so if you would, please spell it out for me. What would your policy be is you had a newbie, clearly way in over their head, as a customer??

Thanx in advance

[2MuchMark]

Originally Posted by sarettah

I actually wasn't trying to go there. So, don't take it there please.

Your latter paragraphs are more what I was looking for, so if you would, please spell it out for me. What would your policy be is you had a newbie, clearly way in over their head, as a customer??

Thanx in advance

You're right. I removed those paragraphs from my post before I ran out of time. (It's hard to stay on-topic here sometimes...!)

[sarettah]

Originally Posted by 2MuchMark

Regardless of the industry, anyone providing consulting, services, products, etc deserves to be paid for it. Providers can only try to assist customers in using their products to its full potential, but cannot be responsible when they do not. When a customer refuses to listen or to do things properly, there is little that anyone can do.

As a programmer, when I cannot complete a project for some reason, whether it is my fault for taking on too much or the customers fault for changing specs etc. If I cannot satisfy the customer, then I return any money received and say "sorry, it didn't work out". I take my loss along with the customer.

But that might only be me I guess

[2MuchMark]

Originally Posted by sarettah

As a programmer, when I cannot complete a project for some reason, whether it is my fault for taking on too much or the customers fault for changing specs etc. If I cannot satisfy the customer, then I return any money received and say "sorry, it didn't work out". I take my loss along with the customer.

But that might only be me I guess

That of course is a good policy, but it is not always possible.

Our program used to take about 2 weeks to install, including website design, software configuration, hosting setup, account setup, etc. Our guarantee was that if you did not like the web design, we would make any changes the customer required or even a completely new design for free.

We have returned money to clients in the past, but never to a client who simply changed their mind months later.

It is important to be fair to the client, but fairness to the merchant is also just as important. Personally, I have purchased items in stores that I sometimes never use, or use to their potential. For example I have a 900 watt sound system in my car that I almost never play loudly. I woudn't dream of going back to the car stereo shop and asking for my money back because it hurts my ears.

It is a tricky situation. We try to qualify the customer first and attempt to make sure that they will be a "good fit" for us. We refuse business from some customers that we think will not work out, but sometimes we make mistakes.

m

[sarettah]

Originally Posted by 2MuchMark

It is important to be fair to the client, but fairness to the merchant is also just as important. Personally, I have purchased items in stores that I sometimes never use, or use to their potential. For example I have a 900 watt sound system in my car that I almost never play loudly. I woudn't dream of going back to the car stereo shop and asking for my money back because it hurts my ears.

Yeah, but if, from the word go you were telling them "hey this isn't right, I think it needs to be changed" and instead of fixing they kept just leading you on in some fashion, then you would want your money back, wouldn't you?

I mean, a year after I finish a project and the program is in use and I had not heard a word of complaint then they aren't getting a refund and I would charge them for modifications they want. That is different.