> Now, Sacha does make a good point. Cheap people are a pain in the behind to deal with. They have an overgrown sense of entitlement, most of the time they are rude, and will nickel and dime you till death.
No, that is exactly NOT the point he makes - he explicitly rejects making a statement about the character of these customers.
His point is that people who lack deeper understanding of the field will choose the cheapest plan because they don't understand what benefits the higher plans have, and those are also the people who will make lots of support calls with very basic questions.
From where I'm sitting it looks like he makes both points. Though your last sentence brings up another point. If you have people requesting a lot of support for the simple stuff, then your sales process needs work. The sales process not only covers prospecting to the close. It also covers the follow up. And the follow up is an often ommited step where you take your newly minted customer and show him the ropes. Not by holding his hands, but by giving him all of the support material needed. I'm talkig about F.A.Qs, videos, blog posts, written manuals that you may mail them, etc.
No matter how we slice it, the problem is not the customer but the business dummie (like he said).
No, brazzy is absolutely right, my whole point with this article was to question the easy and commonly accepted "blame the customer" explanation.
That being said, maybe it's your own experience that cheap customers have an overgrown sense of entitlement, so I'm not saying it's entirely impossible. It's just not the point I was making :)
No, that is exactly NOT the point he makes - he explicitly rejects making a statement about the character of these customers.
His point is that people who lack deeper understanding of the field will choose the cheapest plan because they don't understand what benefits the higher plans have, and those are also the people who will make lots of support calls with very basic questions.