We were privy recently to correspondence between a POS software company and a customer from just before the customer switched to us. The correspondence is an example of how a tech company serving small business retailers ought not communicate with customers. The correspondence was rude, condescending and short on ethics.
In response to concerns raised about the time consuming nature of some functions in the software, the software company representative ignored the question and ranted on using technical terms to claim, more or less, that the customer would now know if the software was good as they were technically inept.
Yes, sometimes the customer is wrong. The key is to deal with this in a respectful and helpful way.
The communication we have seen was disappointing as it reflects badly on all software companies, especially those of us serving small business retailers.
Thankfully, we have switched the customer to our software and are providing respectful customer service that is restoring their faith in tech companies.