Shoemoney: Customer Support Doesn’t Matter

I’m not sure I agree with Shoemoney’s argument, but it’s interesting food for thought. I’m normally very open to the reasoning that “Amazon has trained us that this is the way it should be,” but there are so many things that require handholding that I don’t think you can apply Jeremy’s rule universally. But I may be biased because That Software Guy is a service provider.

What this question ultimately resolves to is, “is your relationship with your customers transactional?” If you’re selling commodities, then it is whether you’d like it to be or not. But if you’re not selling commodities, perhaps service can become a differentiator for your business.

One thing is for sure: service is expensive. You must have a model for charging for it, or you’ll lose your shirt.