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While I am not a success story yet, I am a founder. If my clients had a problem on their site, sometimes I would just fix it for them instead of showing them ho
by Vanderson 8y ago
While I am not a success story yet, I am a founder. If my clients had a problem on their site, sometimes I would just fix it for them instead of showing them how to do it themselves. Then I would improve the system on the next update so I didn't even have to show the user how to do something because I made it super obvious.
Long story short, instead of making documentation, I fixed everything that my clients would ask me how it worked. This has limitations, but it saved me tons of time on support, training and documentation that would later change anyway. And my product got consistently easier to use, and dropped training requirements to near zero.
- andyidsinga 8y agoI like this approach - especially when customers are hiring you and/or buying a product that is support to work well for them without burdening them with a DIY maintenance ..which results in training etc.
- Vanderson 8y agoI have resellers of my product, and they use it build websites for their clients. And one of the things my clients had a hard time with (a while ago) was retraining their end users. This would happen because their users' had employee turn over or simply "forgot how to do xyz" because they hadn't logged in for 6 months. It's amazing how often I can re-train someone on the exact same thing multiple times and have it not stick. All it takes is something you do rarely (couple times a year or less) and retraining/support is needed. The mental frustration and training time/support costs is a big motivator to fix the underlying problem. I think this fundamental perspective maybe be harder to implement the larger your team/business though?