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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 be
by 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 agoHow 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 agoSorry, 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.