Random Thoughts: May 2005 Archives

Given the past blogs I wrote about Caelo Software and the NEO email organizer, I'm happy to report that the folks there - Tom Gibson and David Bracewell - have bent over backwards to help me get the software up and running on my computer. Sad to say that I'm pretty backwards when it comes to technology, and I am using the wrong version of Outlook, and was too cranky to change it in order to get the NEO organizer up and running (not their fault at all!).

So, I'd say that given the raves I've heard about it, I'd give it a trial. I've been told it's a very complete, interesting way to organize and file emails, that makes them easily accessible, and all in the right place at the right time. Let me know how you get on. Just maybe I can be convinced to change my desktop and stop being so cranky.

-Sharon Drew Morgen

So - I got an apologetic response from the NEO guys (blogs are great, no?) and from one of their supports (thanks, Chris). But I think the point was missed (at least in my estimation).

It would have been nice if the man who blogged would have actually called me and gave me service (and he has forgotten that I contacted him twice - once they never responded, and then he just responded after the blog was out)!

Then, I could be writing a blog saying that he'd made sure I was properly supported. Instead, he wrote a public blog response to cover his (marketing) ass, and left if at that, asking ME to call HIM. That's not my idea of customer service.

I bet they are really, really nice guys and have a fabulous product - as Chris has said. I would never even have tried the software at all if it weren't for the great recommendation (Thanks, Chris. I like your ideas.). And I understand they have a small team. We all start out small.

But at what point do PEOPLE become the focus, rather than product?

Note to NEO: By now I've given you lots of coverage. I hope this enhances your business. Just make sure to truly support PEOPLE as you move forward. Given the reputation your software has, that's the only missing piece you've got to worry about. After all, without people, having a great product doesn't matter.

- Sharon Drew

I get very frustrated when I risk trialing a new software package and then they don't give me the service I need - and then they send me yet another form letter asking how I'm liking the package..... and it's still sitting on my desktop taking up space, and is un-used.

I heard that NEO - Nelson Email Organizer was supposed to be a good package. I haven't a clue if it is or not. Maybe they'll be so kind as to help me figure out the error messages I get - or respond to my 'help' messages that they so kindly ask for.

Principle: If you're not going to offer appropriate support when you're offering a trial software package, wait until your customer care is as viable as your product. Otherwise, you'll needlessly lose the trust of prospects. There is a lot of 'product' out there, and sometimes, the only way we know how to choose one product over another is through great customer care.

-Sharon Drew Morgen