I’m sure you’ve heard of the saying,
“You catch more flies with honey than you do with vinegar.”
The idea is that when you have a good attitude, you treat people with respect, and you’re nice to them, they’re going to respond better.
This is exactly the kind of approach you should have whenever you have to contact tech support when you have a problem—no matter what!
I’ve always tried to have this approach (the exception being a few Twitter complaints/rants–nobody’s perfect?). The results from doing this whenever I’ve contacted web hosts, phone companies and domain registrars, has always been good. Having a “know-it-all” attitude or simple grouchiness is never a good idea–ever!
Take last night, for example (as that’s what prompted this post):
This time I was on the other end. I was providing some tech support for my premium WordPress theme for live events and video streaming, Live Theme, when someone contacted me with a problem via Zendesk. The customer was gracious and direct and I replied with my solution.
He had just upgraded to the Support License and after receiving my reply, commented that it was already worth the upgrade price for the solution I had provided. He followed up with several more questions and we went back and forth several times for the course of the evening–all of which he was a delight to help.
I Feel Good!
After everything had been taken care-of, I felt good! I hadn’t just helped someone, I hadn’t just fulfilled my duties, I felt uplifted from the entire communication experience. It was awesome!
This only reinforced to me the idea that having such a great attitude as a customer, not only makes your own experience more fruitful and fulfilling, but makes it better for tech support and other customers as well.
Besides, as Christians, our words and actions should always have some honey added.
Do you have any awesome tech support stories?
Tell us about it!