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This also applies to customer service. Nice customers get fast response times. Toxic entitled customers (especially of the free plan) wait 2-3+ days before ge
by optimiz3 11y ago
This also applies to customer service. Nice customers get fast response times. Toxic entitled customers (especially of the free plan) wait 2-3+ days before getting a response.
- josu 11y agoI'm not disagreeing with your point, but I love it when I get great customer support as a free/low value customer, and it definitely increases my chances of conversion.
- Matt3o12_ 11y agoMaybe op was referring to free customers that are rude, and impose big costs to you (way above the average support ticket). But agreed, if I get bad support as a free customer, how can I know that the support will get any better if I start paying (except for services that sell support). When I get an instant response to a question from a friendly support, I would say that I'm far more likely to upgrade to their paid server.
- optimiz3 11y agoThe point is that toxic customers tend to sap your bandwidth. If you impose a time cost on them it throttles their ability to do so. One way or another the problem works itself out, which lets you focus on the paying (i.e. actual customers).