> Hi All
> I think everyone needs to stop and take a breath. I'm on the other
> side
> of the world and I can feel the heat from here. I must say that losing
> Dennis is a blow. I'm only a beginner and I'm still learning from his
> book. I'd hate to lose the expertise of everyone else that's helped me
> too, like Richard, Ian, Andy, Dan and others. So here's what's what.
> To
> the company I say - if humanly possible, don't abanadon the old OOPic
> R, C and S customers. In my opinion it's a great product - the best of
> it's kind. However the end of life statement was tactless and pre-
> mature and I think unnecessary and people took grave offence - don't
> kick the chair out just like that. You didn't have to do it that way.
Yes, it was badly handled. As a successful (and unsuccessful) software
entrepreneur I know what it is like to not have enough resources to
support an older product and have to abandon it to work on something
new. I stopped development but we fixed the worst bugs so that the
software was usable and explained to my customers that we wouldn't be
doing any further development but would continue to provide
information and assistance where possible. It is amazing how well
things work out when you explain to your customers why you are going
to stop work on a cherished product.
But more importantly, we kept our word to the customers. We delivered
what we promised to deliver. It didn't matter that we occasionally
promised something that was harder than we thought it would be, we
just delivered. (Sometimes it takes several 7x16 weeks.) The only way
your customers will trust you is if you always do what you say you are
going to do. The interesting thing is that most customers will hang in
there with you as long as you are making an effort to support them and
as long as you are making an effort to keep your promises.
So how would this translate into behavior on the part of Savage
Innovations? Well, if I were running the company here is what I would
have sent out to my customers:
"Dear valued customers of Savage Innovations. The OOPic is not selling
well enough in its current form to let us keep making it. This letter
is to let you know that the OOPic S, R, and C products are only going
to be available for as long as we have current stock. We are not
producing any more. We will be fixing the major bugs in the compiler
so all the major subsystems, including events, will work as described.
We will provide software support and hardware advice to the best of
our ability on these legacy products but understand that our focus
will be on new products.
To that end, let me tell you about a much better product we have
designed to replace the current product line. I am sure that, after
you read about them, you will see how the new products will let you do
a lot more in the future. We will do everything we can to help you
make the transition to the new products.
In fact, we are offering a trade-up program for the new OOPic NG (Next
Generation). We have done a version of the NG that is mounted on a
carrier that is pin-compatible with the OOPic. Send us your old C, R,
or S along with $35 and we will provide a compatible OOPic NG as our
way of saying thanks for being a good customer. Plug it in to your
existing hardware and start using it today. "
I would be willing to bet that, had Savage sent the above, they would
have 100% support from their customers and the people on this list.
Guys, you have to put yourselves in the customers' shoes. If you
wouldn't want it to happen to you, don't do it to other people!
--
Brian Lloyd Granite Bay Montessori
brian AT gbmontessori DOT com 9330 Sierra College Blvd.
+1.916.367.2131 (voice) Roseville, CA 95661, USA
http://www.gbmontessori.com
I fly because it releases my mind from the tyranny of petty things . . .
— Antoine de Saint-Exupéry
PGP key ID: 12095C52A32A1B6C
PGP key fingerprint: 3B1D BA11 4913 3254 B6E0 CC09 1209 5C52 A32A 1B6C
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