I learned how to use Adobe Photoshop a bunch of years ago when I got really sick and had to be on the couch for about a month straight.
It was on the heels of the MySpace days and I needed some new banners and…umm…skins.
You used to simply be able to download Photoshop, but now its a month to month subscription deal.
So they can make more/consistent money off of their great products. Respect.
However…
Doing customer service the old way is stupid.
And Adobe does customer service the old way. Stupid.
Trying to eek out every dollar from your customers on the basis of something deep in the fine print, or some new policy…you might be right, but everyone hates you. And if everyone hates you, everyone else will hate you too.
What happened to the customer always being right?
Because we are.
You’re telling me we have vehicles on mars and I can video chat with China, but you just can’t refund me my few dollars after I politely explain my situation?
It’s not about if you CAN help me, its all about if you are WILLING to help me. Because you and I both know you have the ability.
You have the choice…
Is it better to screw the customer, make some short term money and have them writing a blog like this about you…
Or to satisfy the customer, letting them walk away with a good story about your company so they’ll sing your praises on down the road?
Adobe, your products are cutting edge, your customer relations is prehistoric.
Trade short term dollars for long term cheerleaders.
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I’m always interested in your perspective, whether affirming or dissenting. Continue the conversation anytime: gabethebassplayer@gmail.com