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A couple of thoughts: As a customer, if I see firm boundaries set, (IE, read XXX before contacting me,) I usually assume that someone is under stress from nons

A couple of thoughts: As a customer, if I see firm boundaries set, (IE, read XXX before contacting me,) I usually assume that someone is under stress from nonsense like this. Then I try to be on my extra-best behavior. I know a lot of people suggested raising your price. Some alternatives are to: 1: Offer two price points: The $20 / month gets no support, the $100 / month is supported. 2: Consider some of the feature requests, but as a consulting. "Yes, I can make that for you. It will cost $30,000 and you will have exclusive access to it." Some bozos may pay it. And finally, it doesn't hurt to do one-line responses to dumb requests with "Please read the doc at LINK". It also doesn't hurt to openly state, in such a doc, things like "I am not implementing new features. Custom consulting is available."

hermitcrab 2y ago
>Offer two price points: The $20 / month gets no support, the $100 / month is supported. Someone is paying you money and you won't help them? They are going to cancel and possibly badmouth you on social media. Also, how are you supposed to improve your product if you don't interact with most of the userbase? I try to help everyone who uses my software. Even if they are evaluating and haven't paid me a penny. Commercial issues aside, I feel it is the right thing to do.
- hinkley 2y ago
  Have you ever called your cable TV operator?
  - hermitcrab 2y ago
    Cable TV isn't really a thing in the UK. Also, just because some companies treat their customer's terribly, doesn't mean I have to.
- gwbas1c 2y ago
  Differing levels of support based on price point is very common for a subscription software. > Someone is paying you money and you won't help them? $20 a month is not a lot of money, and isn't enough money for personal attention. The kind of support that the author was providing costs at least $50 an hour, if not more! This is why, for example, Lawyers charge hundreds of dollars an hour.

hermitcrab 2y ago

>Offer two price points: The $20 / month gets no support, the $100 / month is supported. Someone is paying you money and you won't help them? They are going to cancel and possibly badmouth you on social media. Also, how are you supposed to improve your product if you don't interact with most of the userbase? I try to help everyone who uses my software. Even if they are evaluating and haven't paid me a penny. Commercial issues aside, I feel it is the right thing to do.

hinkley 2y ago
Have you ever called your cable TV operator?
- hermitcrab 2y ago
  Cable TV isn't really a thing in the UK. Also, just because some companies treat their customer's terribly, doesn't mean I have to.
gwbas1c 2y ago
Differing levels of support based on price point is very common for a subscription software. > Someone is paying you money and you won't help them? $20 a month is not a lot of money, and isn't enough money for personal attention. The kind of support that the author was providing costs at least $50 an hour, if not more! This is why, for example, Lawyers charge hundreds of dollars an hour.