Saturday, December 11  

Trusting the customer

Trusting the customer

Howdy. Here's an interesting situation I'm in at the moment.

We have a couple of web shops - on Thursday I corrupted the data file of one of them that's inside the Order Manager that we use to manage the orders..

The data file is in Access 97 (it's on our oldest computer). i've had the file repair but sent back as Access 2000 - which the Order Manager software doesn't like.

So I need the Access 97 file repair and provided back to me in Access 97. Then my Order Manager software should start working again.

After a bit of searching I've found a bit of software that seems to
do the job. I've downloaded the trial version and it gives me the data back. All I need to do now is save the file and give it a try.

But I can only save the file if I buy

But I can only save the file if I buy - and only then can I see if the repaired file works with the Order Manager software.

The software is $300 US. I'd happily pay that in an instant if this is going to work.

But what if it doesn't? I'd have spent $300 US for nothing (keeping in mind that I have the data file repaired in Access 2000 and can manually import the data into the Order Manager software).

Obviously the software company doesn't know me from a bar of soap. So they'll be reluctant to let me buy the software, use it and, if it doesn't do the job, give me a refund.

I'm reluctant to buy just in case it doesn't repair the file into the exact same format it was before.

What would you do?

What would you do? here's what I'd do.

It's a tricky one. But what I would do is say to the customer is "Okay, give it a go. It if doesn't do the job immediately unistall our software."

Because if it does work, you've made a sale and have a great testimonial for your product. You'll also have a customer telling others how great you are.

If it doesn't work, the client uninstalls.

The only issue is what if the customer doesn't uninstall or tells you the repair didn't work when in fact it did? Then some sneaky little thief has gotten your software for free.

It is a real tough one and after reading the above, I don't know what I would do on reflection. I guess there are a few unscrupulous people out there who might take advantage. But then again business is about taking a risk to make a profit.

Have a good weekend.

Brendon