Re: [Computerbank] the support curse

[Bruce McCubbery <brucemcc@melbpc.org.au>]

About the ADVANTAGES to be gained from a properly run support service..

How many advantages can I come up with?

1. Happier more capable clients.
2. Good reports from *all who get our computers.
3. Word of mouth is 100% good.
4. No Computerbankers are harassed.
5. Computerbankers don't get stressed by the old problems anymore.
6. The feedback helps us hone our systems and processes.
7. We can problem solve as soon as possible.
8. Nothing will be going wrong we won't hear about.
9. Good "after sales" service.
10. Impressive efficiency.
11. Happy users inclined to get involved and help Computerbank.
12. Spreading the Linux word to many more happy users.

I expect there are more? The point I've been trying to make is: a good
backup and support service is essential for any group like ours. We may not
think we are selling the computers we hand out, or ourselves, upfront but
it is inherent in everything we do, and necessary that we see it is.

Regards to all, Bruce

At 02:06 9/01/02 +1100, Bruce McCubbery wrote:
>Thank you for raising this issue on here, Pen. I don't think it's
>unsolvable at all, far from it.
>The thing is: whatever answer(s) we come up with it can be geared to
>helping everyone Australia-wide if it is mostly Web and email and document
>based.
>I'm a strong believer in many minds working together on a common problem
>being able to solve almost anything.
>Actually, although I called this thread "the support curse" I see it has
>several advantages. 
>More later on that but..
>I've suggested (perhaps it was on 'wide?) that Computerbank (all of us)
>establish what seems to be needed to add to the current three tiers of
>Linux lists. People are saying two connected things:
>1. There's a need to separate away from irritating everyone else the
>repetitious "idiot" level questions.
>2. There's a need to make sure people ask all of their questions until
>everything is working happily, both them and their computer.

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