On Connecting with Customers
And having honest conversations about how we can do better.
Hey friends!
To be honest, we don’t get many emails or customer support requests because our platform just works. Full stop. And, if I’m to be completely transparent, we’ve NEVER gotten one since we launched.
Until today.
This will seem like a brag but it’s really table stakes for a product like this: We’ve built a best-in-class, enterprise-grade system that — outside of something catastrophic (and outside of our control) — is bulletproof.
Why? Because protecting your data is precisely why we exist. Consequently, our growing customer base has been successfully using the product and no one has ever needed any support or help or guidance! If I take a small glance at a random block of time last week I can see emails and notifications firing off, just as expected:
Our users are getting notifications, upgrading to a paid plan, inviting others to receive Death Notes and even testing our the Memorial Pages. Good technology works as expected. Great technology feels magical when you know you’ve got the core experience figured out.
But back to the story.
One of our newer customers reached out and emailed us, wanting more info on the technology, the team, and our approach — very, very cool! Although a lot of the information could be found on the site, I have no problem answering and engaging one-on-one because this is how you build an even better product.
Connecting with customers isn’t hard but it can take time. But, in my experience, it’s always worth it. I never try to upsell or try to convince anyone that our implementation or tool is better and we even have a list of 20 or so “competitors” that we’ve studied for ourselves (and you can too).
Already our small team (of just 2) are considering these perspective seriously and I appreciate every touch point. Besides, if you can’t make customers happy with the service itself, maybe they can be happy with a timely and respectable response.
It’s not that hard to build a business when you connect with customers. Onward!
— Eight