How did you get feedback from end users?
While working at NetZIP I assisted in their Technical Support department by answering emails from frustrated customers who were having problems using the technology. It felt good to help customers feel confident, educated, and secure with their new products.
After sharing some of my feedback with the Vice President of Marketing, Phil Hill, he responded via email:
“The customer feedback… you arranged is excellent. I have already used one of the comments when pitching some business.” (11/6/97)
The letters below are a small sample of the positive reinforcement I received. Customer names and e-mail addresses have been withheld for privacy.
Could you give me some of your favorites?
Thank you VERY MUCH, David, for the almost immediate response to my cry for help. What an EXCELLENT, step by step explanation of the rather complicated procedure! I should know a winner when I read his stuff, for my sole job for the last 15 years of my Government Service was as a lawyer in the Offices of General Counsel of both the Army and the Navy, where I did nothing but review proposals, contracts, documents, manuals, all kinds of tech specs, etc.
You sure made my day, and within five minutes after receiving your “how to do it” response, I had unzipped a Christmas Greeting I hadn’t been able to see or hear since I got it at Xmas time. … If I knew your boss’s email address, I’d make YOUR day!!
“It droppeth as a gentle dew from heav’n.” I use the quote to remind you of… the care and effort that you so kindly put into your responses… Without your patience and clearly-stated advice, I couldn’t have installed NetZip – so thank you again for the fine service you have provided.
This is my very first such experience, and you made it effective and probably a lot less catastrophic than I would have made it on my own. Your prompt and courteous care of me in this process is appreciated and I hope your boss gets a copy of this report. You were great.
Thank you very much for your timely response. I followed your instructions carefully to the letter and the uninstall of netzip went very smoothly. Your instructions were very clear.
Because of the prompt response and clear instructions I received, I have decided to purchase Netzip Deluxe because I know that if anything goes wrong, I know that I can expect quick and friendly technical support.
Again I thank you.
Followed your concise C L E A R directions and it worked!!! I wish guys like you wrote the manual.
Note: Later, I did write the manual.
It’s nice to know there are people like you to help people like me.
Thank you soo much for helping me. I thought I was doomed!
Thanks David. Everything works great, and thanks for your instructions. Talk with you later, perhaps.
Note: This feedback was given by a French customer who spoke no English. I translated his response above.
I have removed the NetZip plugin… <and> I like to say that your customer service is superb. In South Africa we seldom experience such swift excellent service, instead one generally experiences surly administrative inefficiency!
David, thanks very much for your fast and accurate reply. The registry file is a place where most (home) users dare not venture. The instructions were very easy to follow and the step by step procedure was a blessing. All is fine now, I look forward to using more of your software. Again, thank you.
David: Many thanks for your help and for expressing in nice, clear terms!
Your prompt action to my message concerning a problem… was responded to in record time and was explained in a direct and concise manner. Point to point instructions regarding your solution to recovering my software… I recovered very nicely from my situation… and as I said before, it was good service delivered in a professional manner which prompted my comments. Thanks to you and Software Builders.
Note: NetZIP used to be called Software Builders International.
David, thank you for the prompt reply and concise instructions. Fairness and good service keeps satisfied customers.
Thank you for your prompt response to my e-mail. It speaks highly for you and your company.
It isn’t often that you find someone that is willing to reply as promised!!! You have proved to me that customer service is not a lost cause, and I will spread the word that Net Zip is the way to go!!!!!
Many thanks David!!!! It worked. I have yet to have any “support” website respond as complete as you. Thanks again and I look forward to using my ZIP.
Let’s connect and see how I can help you on your next project.