Derek Sivers just posted this thought about the philosophy of customer service: https://sivers.org/cs
“This isn’t some sales technique, it’s just good human behavior.”
Derek nails it, which is no surprise if you know anything about him.
It’s also worth noting that if you like Evil Hat and you like what Evil Hat does, a healthy portion of that appreciation likely flows from our customer service focused philosophy, in one form or another.
We don’t limit it to our customers either. When we’re hitting all our marks, functioning exactly according to plan, then everyone in any interaction with Evil Hat gets a great “customer service” experience. Freelancers working for us (ask around). Business partners (the Campaign Coins guys, whose Kickstarter for Fate Point tokens is coming up soon, have told us we’re one of the best licensing experiences they’ve had). Licensors (Jim Butcher and the Atomic Robo guys have been happy with what we’ve created for their IP — in part because creating games that they’re not just satisfied with, but actively happy about, is a major goal for EHP).
While we can’t send everyone away happy from an interaction with Evil Hat — that’s just how reality works — we do everything we can to make sure that the vast majority are happy; that they get a personal, human touch whenever interacting with us; and that we’ve done something for them, customer or not, that makes them more inclined to say good things about the Hat whenever the topic comes up.
This is why, ultimately, when folks ask me how to replicate something Evil Hat does — Kickstarter being the most recent and most frequent example — I start with a bit of a “quip”: “First, take ten years building a fan base.” It’s a quip, because it’s funny and quick, but it’s true. Every bit of our success flows forward from the fans; and fans come about as direct and indirect effects of the “customer service everywhere, all the time” perspective.
Interested in replicating that? Read up on Derek’s article, and get to work making his philosophy your own. It pays off, and it feels great.
This post is a duplicate of what I posted on Google+. For further discussion, see the post over there.