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Why is it?

by Tom B Banned
17 replies
Why is it that people want all this type of functionality, in software, then complain about it being hard to learn... and that is only after a day of using it.

They complain this doesn't do enough.

Ok, I take 6 months and make it extremely better..

Now it is too hard... after one day of using it. lol


I am seriously asking because these questions have frustrated me so much that I am thinking about getting out of the IM niche.

I would prefer to put the tools I am creating to work for me and forget about everyone else (I will continue to service my current customers most of them are really working hard and it shows).


Maybe I just care too much and want everyone to succeed.

Maybe it is me who needs to change and be more uncaring.


I am seriously thinking of getting into affiliate sales instead of selling my own products.


No support, you don't hear complaining about how things are hard, just keep... driving traffic and getting paid.


I got some major tools in my belt to do some serious damage. I do need to accept the fact that IM has made me stronger and pushed me to create some things that I never thought I would be able to.


But maybe it is time to take it easy and make life easier.


So what do you think?

Is affiliate marketing easier?

Should I just stay out the IM niche?


Will Batman get out of the shark tank and save Robin?


Stay tuned next week.
  • Profile picture of the author matthewd
    I think people expect to click a button and have the solution to their problem immediately... they get upset when they realize it takes a bit of thought and work.

    I do think that affiliate sales are way easier... but when it comes to being better, it all depends on what your ultimate goal is and what you don't enjoy.

    If you do not enjoy being a merchant and can be very successful as an affiliate instead, then go for it.
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    • Profile picture of the author Tom B
      Banned
      Originally Posted by matthewd View Post

      I think people expect to click a button and have the solution to their problem immediately... they get upset when they realize it takes a bit of thought and work.

      I do think that affiliate sales are way easier... but when it comes to being better, it all depends on what your ultimate goal is and what you don't enjoy.

      If you do not enjoy being a merchant and can be very successful as an affiliate instead, then go for it.

      Matthew, right now I am thinking it would be a nice break.

      I am really getting into the set and forget while I lay on the beach with my wife.

      Either that or it is time to hire people to take care of support for me.
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  • Profile picture of the author muzzi
    I could talk about this in much harsher ways, but I know it wont do me any good.

    Let me just say that I know all about this feature battle. People *DO NOT* know what they want.

    I used to work at a school where they gave two, THREE HOUR LESSONS on how to use a photo copy machine, and I still had to come down every so often and show people how to press the big green button.

    My boss and I wrote the software that ran THE ENTIRE SCHOOL from timetabling, attendance, welfare, student details, assets, forms etc etc etc. This was expected to be so easy to use they didn't need training.

    The thing is, the only reason it was even remotely complicated was because they kept on putting their foot down on these feature requests which were NOT used. Sometimes they were NEVER used, sometimes they were used ~1% of the time... Either way they were totally UNNECESSARY.

    People are frustrating. Outside of popular software tutorials, I'm yet to figure out how to monetize this kind of frustration.
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    • Profile picture of the author Tom B
      Banned
      Originally Posted by muzzi View Post

      I could talk about this in much harsher ways, but I know it wont do me any good.

      Let me just say that I know all about this feature battle. People *DO NOT* know what they want.

      I used to work at a school where they gave two, THREE HOUR LESSONS on how to use a photo copy machine, and I still had to come down every so often and show people how to press the big green button.

      My boss and I wrote the software that ran THE ENTIRE SCHOOL from timetabling, attendance, welfare, student details, assets, forms etc etc etc. This was expected to be so easy to use they didn't need training.

      The thing is, the only reason it was even half as complicated as it was because they kept on putting their foot down on these feature requests which were NOT used. Sometimes they were NEVER used, sometimes they were used ~1% of the time... ie they were UNNECESSARY.

      People are frustrating. Outside of popular software tutorials, I'm yet to figure out how to monetize this kind of frustration.
      Sound exactly like the stuff I am experiencing muzzi. The people that do get it are fantastic to deal with. That is what has kept me going. I love the see their excitment when they start experiencing success using your tool.

      I am just experiencing a drain now from the people that are not more open. It is probably just something I need to fix in myself or get into a different area of online marketing.
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      • Profile picture of the author muzzi
        Originally Posted by Thomas Belknap View Post

        Sound exactly like the stuff I am experiencing muzzi. The people that do get it are fantastic to deal with. That is what has kept me going. I love the see their excitment when they start experiencing success using your tool.

        I am just experiencing a drain now from the people that are not more open. It is probably just something I need to fix in myself or get into a different area of online marketing.
        I don't know if this helps you (I haven't checked out your links yet) but I come from a design background (I love design and always have) so part of my problem (with my web sites) was making them look *fantastic* - I focused too much on form, and too little on function. (I'm a minimalist)

        It irks me to have to make an ugly web site, but ugly sells Of course my definition of ugly isn't that bad compared to 90% of web sites out there, but it still irks me

        Links need to be obviously placed, blue and underlined. Alert messages need to be HUGE and BRIGHT. Simple things like 'lost password' links need to be WAY OBVIOUS. Even though 90% of people wont need this link, you'll end up fielding lost password emails all day unless you make it HUGE.

        For some reason, even if they want it, people wont actually seek out a way to do something. If it's not in their face they will assume it's not possible or simply give up trying.
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        • Profile picture of the author Tom B
          Banned
          Originally Posted by muzzi View Post

          I don't know if this helps you (I haven't checked out your links yet) but I come from a design background (I love design and always have) so part of my problem (with my web sites) was making them look *fantastic* - I focused too much on form, and too little on function. (I'm a minimalist)

          It irks me to have to make an ugly web site, but ugly sells Of course my definition of ugly isn't that bad compared to 90% of web sites out there, but it still irks me

          Links need to be obviously placed, blue and underlined. Alert messages need to be HUGE and BRIGHT. Simple things like 'lost password' links need to be WAY OBVIOUS. Even though 90% of people wont need this link, you'll end up fielding lost password emails all day unless you make it HUGE.

          For some reason, even if they want it, people wont actually seek out a way to do something. If it's not in their face they will assume it's not possible or simply give up trying.
          I don't think that is the problem. I just put up a new website and people seem to like it.

          I don't want to post a link here in case people view it as promotional. I am not even selling products on it yet.


          I have a degree in graphic design along with computers and also love the clean simple look.



          Thanks,
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  • Profile picture of the author MikeAmbrosio
    Thomas,

    When I released Database Backup Generator a couple of years back, 95% of my support tickets were on how to install it and how to use it.

    So, I made videos for installing and using.

    I don't get support tickets anymore.

    Maybe you already do that, I don't know. But if you don't, then make the videos, and then make your help link go to the video page. On the video page you can put a link to your helpdesk, but you can bet a bunch of people will watch the videos and figure things out before they submit a ticket.

    Or, hire a support person.

    If you already do all of this...then disregard

    Mike

    P.S. I get frustrated in this niche sometimes too. But it's a lot of fun. I'm going nowhere.
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    • Profile picture of the author Tom B
      Banned
      Originally Posted by MikeAmbrosio View Post

      Thomas,

      When I released Database Backup Generator a couple of years back, 95% of my support tickets were on how to install it and how to use it.

      So, I made videos for installing and using.

      I don't get support tickets anymore.

      Maybe you already do that, I don't know. But if you don't, then make the videos, and then make your help link go to the video page. On the video page you can put a link to your helpdesk, but you can bet a bunch of people will watch the videos and figure things out before they submit a ticket.

      Or, hire a support person.

      If you already do all of this...then disregard

      Mike

      P.S. I get frustrated in this niche sometimes too. But it's a lot of fun. I'm going nowhere.

      Hi Mike,

      I am in the process of getting more and more videos up.

      I definately need a support person if I keep this up. I am griping more about the people that get it installed and just say they can't do it without even really trying to get help.
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      • Profile picture of the author MikeAmbrosio
        Originally Posted by Thomas Belknap View Post

        Hi Mike,

        I am in the process of getting more and more videos up.

        I definately need a support person if I keep this up. I am griping more about the people that get it installed and just say they can't do it without even really trying to get help.
        This is a push button world. People want everything done for them - and they don't all say "Thank you". But, that's ok. Karma...

        Anyway, if you find you're not in a position to get a full time support person (not speaking financially, but more there's not eneough work for one) then simply hire a part timer to log in to your support desk once a day and handle your tickets.

        If there is something he can't answer, then he can compile it all into one email/phone call to you. Then you are only dealing with things once per day.

        I am sure you could use this very forums classified section to find someone to do this at a reasonable rate, too.

        Bottom line is you are leaving major dollars (or time) on the table because you are getting too busy to develop other things. You can still have good customer care with the right support person.

        Mike
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        • Profile picture of the author Tom B
          Banned
          Originally Posted by MikeAmbrosio View Post

          This is a push button world. People want everything done for them - and they don't all say "Thank you". But, that's ok. Karma...

          Anyway, if you find you're not in a position to get a full time support person (not speaking financially, but more there's not eneough work for one) then simply hire a part timer to log in to your support desk once a day and handle your tickets.

          If there is something he can't answer, then he can compile it all into one email/phone call to you. Then you are only dealing with things once per day.

          I am sure you could use this very forums classified section to find someone to do this at a reasonable rate, too.

          Bottom line is you are leaving major dollars (or time) on the table because you are getting too busy to develop other things. You can still have good customer care with the right support person.

          Mike
          Amen brother Mike.


          I do agree and will look into this.
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      • Profile picture of the author ShayB
        Originally Posted by Thomas Belknap View Post

        Hi Mike,

        I am in the process of getting more and more videos up.

        I definately need a support person if I keep this up. I am griping more about the people that get it installed and just say they can't do it without even really trying to get help.
        Maybe it is time to hire a support person. If that is the one area that is bugging you, then maybe getting someone to help with that might be a good idea.
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        • Profile picture of the author Tom B
          Banned
          Originally Posted by Shay60654 View Post

          Maybe it is time to hire a support person. If that is the one area that is bugging you, then maybe getting someone to help with that might be a good idea.
          You are probably right Shay. I am starting to fire customers now.
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          • Profile picture of the author ShayB
            Originally Posted by Thomas Belknap View Post

            You are probably right Shay. I am starting to fire customers now.
            LOL

            If you really hated every aspect, I would say to get out of the niche. Since you just dislike one part, I say to hire someone for the part you don't like.

            Find a cheerful person to work for you and then go to the beach. Problem solved!
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            • Profile picture of the author Tom B
              Banned
              Originally Posted by Shay60654 View Post

              LOL

              If you really hated every aspect, I would say to get out of the niche. Since you just dislike one part, I say to hire someone for the part you don't like.

              Find a cheerful person to work for you and then go to the beach. Problem solved!
              I have some AWESOME customers and that really keeps me coming back. I love working with them. I will fire all the rest. hehe
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  • Profile picture of the author muzzi
    MikeAmbrosio gives some good advice. Videos *really* help, but it only helps the people that watch them This works quite well online (with my web sites) but didn't work at all in the school environment I mentioned previously.
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  • Profile picture of the author SuzanneH
    If it helps, Jason Fried, of 37 Signals (Basecamp, Campfire) had a nice perspective on creating software, at Web Expo 2.0:


    Suzanne
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  • Profile picture of the author Anthony Smith
    Honestly, it depends on the person you are, some people care more about money then actually helping people. you seem to care more about the latter, so why not come to IM and start improving it with caring? hahaha.
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