O'Reilly logo

Running the Gauntlet by Jim Eber, Jeffrey W. Hayzlett

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 27Speed means nothing if your customers only get annoyed faster. Don’t just say customer service is a priority—make it one.

My friend Dr. Tracy Smith loved a software program he had been using for work, but he needed an upgrade to something more powerful. He had been completely satisfied with the older version of the software, so he decided to try that company’s new version first. He downloaded a trial upgrade, good for 30 days, and liked it. When he got the message “Trial over, you need to purchase the full working version,” he did what many of us do every day: he went to the site, entered his credit card information, and chose the “instant download” option.

Tracy didn’t want to wait for a disk. He wanted instant productivity and gratification, ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required