I didn’t plan on getting into the service business, but I was pushed into it because I made a WordPress plug-in. Like many of you, I’ve had my fill of bad service, especially from software companies who often seem to disappear after they’ve sold or given you something. You might contact them on Twitter (as I have when I have a problem). Some companies actually respond, but many others are still languishing in my Twitter feed.
So, what does it really take to give good service? I could talk about principles and such but thought instead I’d relate what I’ve learned myself.
First, let me give you some background to the lessons.
I created a WordPress plug-in to solve a real problem of taking a large number of RSS feeds and make them show on a site in a nice way. The more people found out about my plug-in, the more emails I received (many about bugs and such, and eventually about new features). At this point, more than 26,000 people have downloaded the plug-in, so service needs have started to kick in.
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