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>>>>> "WES" == William E Schaffer <wschaffe@telesciences.com> writes:
WES> Unfortunately, these are the same people who have their wallets open
WES> and are paying for a service. If you don't give these customers some
WES> consideration, they will take their business elsewhere. They are not
WES> interested in learning anything, it should just work.
This is exactly my point. They do not want to learn. This is a problem,
true, but it is one that those of us that have taken the time and effort to
learn should not be punnished for.
Computers are tools; mail readers are tools. As with any tool there are
two requirements to using them effectively: learning to use the tools
properly and using the most appropriate tool for a given purpose. When you
know how to properly use a tool and what that tool's capabilities are you
will be able to decide whether or not it is appropriate for what you want
to do.
As long as the "cluless lusers" try to pound nails with screwdrivers they
are not going to get anywhere. Tell them about a tool called "a hammer".
Tell them it is better for pounding nails than a screwdiver, and why. Tell
them where to get this thing called a hammer, or just give them one. Give
them the instructions for using this mystical hammer thing, and after they
bend a few nails show them how to hit those nails just right so they are
driven home perfectly every time. You gain a satisfied customer; the
customer learns something new, and he gains confidence in himself, enough
to learn for himself that the claw on the back end can be used to prize out
a bent nail when he hits one badly. Suddenly there is one less "clueless
luser" in the world, and the gap between the "gurus" and the "newbies"
shrinks a little bit more. Everybody wins.
But whatever you do, do not give them bigger screwdrivers. That is just a
short-term solution to a much larger problem. When the "clueless lusers"
hit the next stumbling block they insist on an even bigger screwdriver
because it is the only tool they know how to use. They get frustrated
because the tools they are using do not work right, you get frustrated
because they take it out on you, and "we gurus" get frustrated because the
solutions you are forced to implement screw us up. The gap between "gurus"
and "clueless lusers" widens. Everybody loses.
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--
Rich Pieri <rich.pieri@prescienttech.com> | Caution: Happy Fun Ball may
Prescient Technologies, Inc. | suddenly accelerate to dangerous
A Stone & Webster Company | speeds.
I speak for myself, not PTI or SWEC |
References:
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