What is Good Support?
October 26th, 2006 by RobIn every relationship, there are really at least two things that must happen before there is a true sense of trust that can exist. The first thing that happens, is that each party must actually follow through on commitments over time. For instance, a salesman returns calls as indicated, or provides a proposal on time, or makes sure that the pricing on the actual invoice is consistent with the proposal. These types of followthrough are what can lead a prospect to become a customer. However, just because the prospect has agreed to buy, and has the product installed, this does not mean that they are really a “customer”. In the eyes of Austin Lane, a customer actually has a high level of trust and confidence in their relationship with us. So, the second thing that must happen is that the relationship must successfully survive a hardship or trial of some sort. These hardships could be a hardware failure, misplaced licenses, or some other type of “support” related issues. When the customer receives the needed response in a timely manner and sees that their business operations were not significantly impeded, then they are truly “sold” on Austin Lane and become the type of customers that we desire - Raving Fans! Due to this focus, Austin Lane develops products and solutions with this “second sale” in mind, and not just the initial sale. Bells and whistles are great, but if the product doesn’t function well and has lots of support issues, then the second sale will never occur. For our goal of long term relationships to be realized, there must be a second sale leading to Raving Fans. If you aren’t a raving fan, then we want another chance to help you out. Give us a call and tell us what we can do.