[cw-discuss] customer expectations

[Neil O'Connell]

Dear All,

This discussion has been interesting.

It is typical of a support situation that customers want more information
than the support team want to give out - I am aware this is not strictly a
support scenario - nevertheless there are analogies I think.

Jeremy has a finite resource at his disposal who I am sure are professional
in their handling of work. The customer base is usually responsible in their
requests and yet there is a disconnect between aspirations on the one hand
and the capability to deliver on the other.

The solution is to get the customers to do more work in order to get a
program onto the support list etc. Redesign the database perhaps - or
provide another one as a front end - which requires more of what is needed
for CrossOver staff to do their job efficiently. If it were to take ten
minutes to fill out a form with validated information it would deter
frivolous requests, equally if a form is filled out sufficiently it might be
possible to provide some feedback about waiting times immediately. I am not
suggesting the solution here, just airing some thinking to perhaps aid one.

Jeremy you have a classic "managing customers expectations" situation, best
handled by industry best practice. Don't try and reinvent the wheel is my
advice - Google the solution. Having first accepted that your customers have
a point of course, which is not always easy to do I know.

Anyway - just my two pennath'worth.

Good luck with it.

Regards,

Neil O'Connell

-----Original Message-----
From: discuss-bounces at crossover.codeweavers.com
[mailto:discuss-bounces at crossover.codeweavers.com] On Behalf Of Jeremy
Newman
Sent: 24 May 2007 15:24
To: jsbien at mimuw.edu.pl
Cc: Jeremy White; discuss at crossover.codeweavers.com
Subject: Re: [cw-discuss] Submission of new application don't work

On Thu, 2007-05-24 at 07:34 +0200, Janusz S. Bień wrote:
> I strongly support the recent proposal to make the list of pending
> submissions accessible from the user's account.

We are not going to make the list of pending applications public. That
would be just asking for spam, graffiti, and dupes. If you saw the
current list of pending apps you would see what I mean. >50% of what is
submitted is duplicate information. The rest are either incomplete or
inaccurate. What takes us so long is that we have to manually verify
everything that is posted. Even then, we still get a few dupes through
from time to time.

I know this stinks for the few apps that should get through faster since
they are buried.

What I think I may implement is some kind of honor system. Known good
submitters would get their apps flagged and we would approve them first.
Hmm, seems like a handy idea.


_______________________________________________
discuss mailing list
discuss at crossover.codeweavers.com
http://crossover.codeweavers.com/mailman/listinfo/discuss
You can be removed from this list by visiting the above web page, or by
checking the 'subscriptions' tab in your account with CodeWeavers.

No virus found in this incoming message.
Checked by AVG Free Edition. 
Version: 7.5.467 / Virus Database: 269.7.7/816 - Release Date: 23/05/2007
15:59
 

No virus found in this outgoing message.
Checked by AVG Free Edition. 
Version: 7.5.467 / Virus Database: 269.7.7/816 - Release Date: 23/05/2007
15:59