Tuesday, February 09, 2010
High Maintenance Customers
Some customers require a disproportionate amount of attention from the support team. They write or call nearly everyday, often with some sort of problem. Usually the problems are legitimate, if not a bit on the nit-picky side. The question isn't what to do with that one customer. She's a great customer, so you help her as best you can, every time. The question is whether everyone is having these same problems, and only this one great customer cares enough to tell you about them.
The question stresses me out.
It has been my experience that a small percentage of players have far more problems than the average player. I'm not sure exactly why this is, exactly. For computer games like ourWorld, it's most likely an unusual system set-up or poor internet connection, but there's no way to know for sure. Some people are a lot more picky than others as well. It's not surprising that some of the bigger spenders are also some of the most vocal about problems (I would be too!) I'm also hopeful that I'm correct that it's only a small percentage, because if lots of people are having these problems, and simply not letting us know, that's bad news.
Now that we've added a forum for ourWorld, it's easier than ever for players to share their experiences with us, and so far it's been good. We've certainly learned things we didn't know from the extra input, but nothing earth shatteringly wrong has been discovered (that we didn't already know.)
Maybe some people do have more problems than others, and that's just how it is.