mattwalters.net: Good Customer Service … Where did it go?
Jeremy
· 3 years ago
It's amazing that these supposed "new breeds" of companies can be so derisive towards their customers. I thought a large part of the web app industry was about caring what people thought. Well, if they keep acting like this then the bad press will just follow.
Good article: well said.
Jason Fried
· 3 years ago
Actually, all we said was that these emails raised eyebrows. We appreciate everyone's feedback -- good or bad, normalized or sensationalized -- we just wanted to share a few of the sensationalized ones.
90% of everything we add to our products originate as customer requests. We listen, learn, and act as we always have.
matt
· 3 years ago
Sorry Jason, but I have to say that I think you're trying to play word games with
all we said was that these emails raised eyebrows
And even if we take your point at face value, it doesn't really make it any better. "Raising an eyebrow" is still derogatory.
The manner and tone of the original post clearly conveyed to many people that you all are becoming arrogant and probably could use a little head deflation.
Matt @ 37Signals
· 3 years ago
I'm the author of the post at Signal vs. Noise.
I disagree that ǃ?raising an eyebrowǃ? is derogatory. We didn't ridicule/mock our customers nor did we intend to. We quoted our customers directly.
Fwiw, we don't think the requests were stupid and we do value customer feedback. We showed theses comments so people can see the different realities that exist for individual customers vs. companies vs. the customer base as a whole.
Why share this info at all? The truth is these sorts of conversations are happening all the time in companies all over. Is it better that they be hidden from the public or is it better to have an open, honest dialogue about them?
matt
· 3 years ago
Matt, since I see you're basically copying and pasting your comments ... I'll do the same, below is my response to your nearly verbatim comment over on Jeremy's blog:
I think itÇÙs fairly obvious, Matt, that many visitors of your website and folks across the internet saw your post as mocking your users. ItÇÙs a matter of perception vs. reality and you all are trying to ignore the perception which isnÇÙt wise.
When dealing with customer service we all have times where we think bad things regarding the customers we are assisting. What good customer service teaches you however is that you need to keep those thoughts to yourself or vent them privately. Venting them in the public, as you did, is only going to land you exactly where you find yourself now Ç? trying to defend the indefensible because what you did was Ç? well, wrong.
As for "raising an eyebrow" being dergatory or not, I guess we'll just have to agree to disagree. However, I think more people would side with my opinion then yours on that matter ...
Isaac Garcia
· 3 years ago
Good investigative post Matt.
WhyBaseCampSux
· 3 years ago
Typical 37 Signals. Have you ever seen them actually admit to being in the wrong, and then change their behavior because of it? Nah, they just attack you for pointing out the truth and play word games instead of realizing what a nssty attitude they have and that the person they are ridiculing might actually have a point.
Above Jeremy said "ItÄôs amazing that these supposed Äúnew breedsÄù of companies can be so derisive towards their customers." Sounds a bit like how that prior new breed (the "dotcom") didn't follow the rules of business. And we all know what happened to all but the best of them.
The founders of 37 Signals have had early success as a cult of personality but because of their intense lack of maturity, they are headed for a fall once their "newness" wears off, people get tired of being treated like shit, and they start to see some real competition.
Paul
· 2 years ago
I know this is an old post, but I just have to chime in since we recently left basecamp due to their poor customer service. Thinking back, it is amazing we made it as long as we did!! My company recently starting evaluation an alternative to basecamp called OnStage. The application seems nice so far, but does anyone have experience with this company in terms of customer service?
matt
· 2 years ago
Paul, sorry that you, too, had a poor experience with 37Signals. I'm not really sure where they get the attitude from. I am not familiar with OnStage, but wish you the best of luck with it.
All Comments
Good article: well said.
90% of everything we add to our products originate as customer requests. We listen, learn, and act as we always have.
The manner and tone of the original post clearly conveyed to many people that you all are becoming arrogant and probably could use a little head deflation.
I disagree that ǃ?raising an eyebrowǃ? is derogatory. We didn't ridicule/mock our customers nor did we intend to. We quoted our customers directly.
Fwiw, we don't think the requests were stupid and we do value customer feedback. We showed theses comments so people can see the different realities that exist for individual customers vs. companies vs. the customer base as a whole.
Why share this info at all? The truth is these sorts of conversations are happening all the time in companies all over. Is it better that they be hidden from the public or is it better to have an open, honest dialogue about them?
Above Jeremy said "ItÄôs amazing that these supposed Äúnew breedsÄù of companies can be so derisive towards their customers." Sounds a bit like how that prior new breed (the "dotcom") didn't follow the rules of business. And we all know what happened to all but the best of them.
The founders of 37 Signals have had early success as a cult of personality but because of their intense lack of maturity, they are headed for a fall once their "newness" wears off, people get tired of being treated like shit, and they start to see some real competition.