4 ms·

Honestly, both sides of this conversation seem pretty obnoxious.

deleted 5y ago
[deleted]
bdcravens 5y ago
In a customer/company interaction, the company should ALWAYS take the high road. They don't get to be offended or defensive. They have more to lose by doing so.
- ummonk 5y ago
  Yes, hence why both sides are obnoxious here.
  - bdcravens 5y ago
    I think the difference is a customer is an individual; a representative for the company, and the CEO especially, is representing the company.
    - true_religion 5y ago
      Ghost is B2B. Their whole value proposition is that they help you make more money from your customers. So technically they're both businesses. This is a bit different than say... Walmart talking down to a single mother who tried to use an out of date coupon.
      - bdcravens 5y ago
        A business is still an individual customer. (Whether that customer has 1 employee or 1 million) I'm talking "individual" in the many to one sense, not the C in B2C sense.
threatofrain 5y ago
But as a bystander I can ignore the obnoxious demands of a free tier customer and just look at how Ghost negotiates the facts of customer experience laid out before them, and how reassuring one might find their response. For example, I note that nobody is contending the facts regarding the customer onboarding and payment process. I also note that the Ghost CEO provided an ad hoc fix with no discussion on whether their policy is good. That implies there will be a next customer who faces the same situation, notwithstanding any obnoxious Twitter followup — and who knows, perhaps another ad hoc fix.
- amyhoy 5y ago
  How is it obnoxious to expect to be able to log in and add a payment plan yourself? Literally every other Saas that serves business customers does that. None glibly say “oh yeah and your data’s queued for deletion, but you can ASK to be let in to add a payment plan” That is beyond unprofessional
  - threatofrain 5y ago
    Sorry, I shouldn't have said that you are obnoxious. I originally thought that a free tier customer shouldn't load harsh criticism onto customer support when you know they can't ever respond. But when I thought it over, I believe that industry rules will eventually catch up to your customer expectations. I would never expect a mainstream company that deals with data, such as Notion or Airbase, to replicate the same behavior as Ghost.

deleted 5y ago

[deleted]

In a customer/company interaction, the company should ALWAYS take the high road. They don't get to be offended or defensive. They have more to lose by doing so.

ummonk 5y ago
Yes, hence why both sides are obnoxious here.
- bdcravens 5y ago
  I think the difference is a customer is an individual; a representative for the company, and the CEO especially, is representing the company.
  - true_religion 5y ago
    Ghost is B2B. Their whole value proposition is that they help you make more money from your customers. So technically they're both businesses. This is a bit different than say... Walmart talking down to a single mother who tried to use an out of date coupon.
    - bdcravens 5y ago
      A business is still an individual customer. (Whether that customer has 1 employee or 1 million) I'm talking "individual" in the many to one sense, not the C in B2C sense.

threatofrain 5y ago

But as a bystander I can ignore the obnoxious demands of a free tier customer and just look at how Ghost negotiates the facts of customer experience laid out before them, and how reassuring one might find their response. For example, I note that nobody is contending the facts regarding the customer onboarding and payment process. I also note that the Ghost CEO provided an ad hoc fix with no discussion on whether their policy is good. That implies there will be a next customer who faces the same situation, notwithstanding any obnoxious Twitter followup — and who knows, perhaps another ad hoc fix.

amyhoy 5y ago
How is it obnoxious to expect to be able to log in and add a payment plan yourself? Literally every other Saas that serves business customers does that. None glibly say “oh yeah and your data’s queued for deletion, but you can ASK to be let in to add a payment plan” That is beyond unprofessional
- threatofrain 5y ago
  Sorry, I shouldn't have said that you are obnoxious. I originally thought that a free tier customer shouldn't load harsh criticism onto customer support when you know they can't ever respond. But when I thought it over, I believe that industry rules will eventually catch up to your customer expectations. I would never expect a mainstream company that deals with data, such as Notion or Airbase, to replicate the same behavior as Ghost.