I started reading this article because I expected to be edified. Instead, I left fuming at a list of uneducated complaints about the nature of software. I know that IT geeks everywhere (of which I am one) hate dealing with sales people, but that hardly means that everything they do is conniving and crooked. So here is my list of why we should all stop complaining about these things:
[The magic demo]
I’ve seen more than my share of these, and I know that they really exists. But for the most part, product demos are a legitimate way for a vendor to show prospects ways that his/her product can, indeed, solve some of your toughest problems. While flat demos alone are a poor way to sell anything, I hate to think that anyone would turn down a vendor upon hearing the words “would you like to see how it works?” To continue the car analogy shared in another post…you wouldn’t buy a car without seeing it work. Would you?
[Underbid, then overcharge] Yes, the old bait-and-switch technique. Again, I know many salespeople who keep this one at the ready. But I know more who honestly just want happy customers, and who honor their word. Sometimes, however, customers’ goals change once their knowledge of a product changes. Just because the elevator pitch got you in the door, doesn’t mean a vendor should be forced to sell you more expensive services for their entry level pricing. A customer who changes their goals after hearing the elevator pitch may, indeed, be asked to pay more money for better software in much the same way that someone shopping for cars might be initially interested in the base model, but decide later that heated seats and surround sound car audio are important enough to pay for. Generally salespeople are up front about changing costs, implementation fees, hardware requirements, and the rest.
[The customer headlock]
Of course we all hate this, but I wouldn’t say this is a dirty trick. It’s evolution. Developers work hard to provide ever better software. If it’s valuable enough to use, then it should be valuable enough to pay for. Some software providers offer free upgrades as part of initial or ongoing fees. But the ones who don’t aren’t evil – they simply work in for-profit organizations (*gasp*). Come on, give these guys some credit, and stop whining about upgrade and switching costs. They are real, unavoidable, and most certainly not part of vendors master plans for world domination.
[The billing ?mistake.?]
Okay, this really is a dirty trick when the mistake is intentional. But let’s not all start from the foundation that every mistake is part of a cleverly disguised plan to bilk customers for a few more pennies. If you’re like me (and at least some of you probably are) you make actual mistakes from time to time. Talk to the vendor, resolve the dispute, shake hands, and get over it.
[The forced upgrade march]
So I ranted a bit about this in the “headlock” section, but I’ll add just another couple of words here. Last time I checked, NO software was mandatory. If you don’t want to upgrade, then don’t. You will then get to choose to continue using old, unsupported software, or buy something different. You still have a choice, and it’s a beautiful thing indeed. If vendors really wanted to stick us with a real problem, they’d stop improving their software and keep selling the old, outdated stuff. Which would be great, because I sure love my Windows 3.1. Curses upon Windows for forcing me to upgrade!!! Now I have to use Vista or Linux or (*urp*) OSX.
[The clueless customer]
You know the old saying “A fool and his money are soon parted?” Yep. Enough said.
So there is my rant. Most of these so-called tricks are simply unpleasant facts. You want to know real dirty tricks? How about hiding my car keys when it’s time to leave. Thank goodness I don’t have to worry about that when my vendors call. Sure there are reasons to hate talking to vendors…but this list sure isn’t any of them.