There are elite authors and then there are ELITE authors!

As many already know, support is not part of the deal (it’s optional) when purchasing at the Envato marketplaces. That’s totally fine by me, I understand. However, all too often this is what separates the elite authors (and lesser) from the truly ELITE (in my opinion).

Before purchasing anything lately, I have begun querying the authors pre-purchase. Some are obviously flustered about supporting a non-customer and sometimes I’m just ignored. This has proven to be (for me) to be a decent litmus test of post-purchase support. Whether proper or not, I admit to judging post-sales support on pre-sales support. There are definitely times where post-sales support is lacking (thankfully not “the norm” here yet) but when pre-sales is lacking, I typically just move along.

The silly thing (to me) is that my questions are usually about how a particular product functions. I ask very few questions about how to do things by comparison. The screenshots on the item’s detail page are of the product itself even though there’s also a live demo. Since the bulk of what I purchase relates to WordPress, I typically have to ask for screenshots of the backend / admin options. Adding these to begin with could avoid many questions from me at least. If a picture says a thousand words, then what does a video say? I hope to see better use of screenshots and video features of the Envato marketplace features. Unless I missing something, it would only serve to further eliminate support requests / reduce your pre-sales support burden, right?

I just wanted to post this as a BIG “Thank you” to all those authors who provide “above and beyond” support even when it’s not part of what the customer purchased. There are also those that claim to offer support and drop the ball consistently. This is not for you. This is for the “weekend warriors” who choose to respond off duty. These elite authors not only are elite salespeople but also provide elite products, documentation and support.

Since I know authors have a life outside Envato, I don’t expect this level of fanatical support. I either expect no support at all or the slow, ocassionally useless kind. However, when I get it…I’m typically floored. What happens after that is that you’ve got is a customer for life. If the support leaves a bad taste in my mouth, it can make it far less likely that I’ll use them again. Another thing is that when an author over “promises” (not just from my perception but using actual verbiage) features, functions in a particular time-frame and under-delivers. Truly ELITE authors do the opposite, they under promise and over-deliver. Never give a time frame unless you can stick to it. You set yourself up that way for end user disappointment that way. You have the power to manage customer discontent or create it.

Again, THANK YOU to the “Truly” ELITE authors. Your efforts are appreciated! I’m continue to support your endeavors if you keep providing ELITE support. I keep getting better at filtering / selecting such authors and I have decided I only want to do business great authors such as yourselves.

Fair enough You maybe haven’t purchased any of my files, but that’s the spirit !

3alisha said
Fair enough You maybe haven’t purchased any of my files, but that’s the spirit !

+1

I always provide support to my customers, no matter is it $1 item or $20, one ore more items…

Excellent. I wanted to add that it also applies (in my mind) to authors that aren’t even “elite” by Envato standards yet but act like it anyway. You’re what this place needs and what makes it great!

Couldn’t agree with you more!

Big 10-4

I think support is almost the 50% of the success for an author.
I love to take care of my customers. Because is in my interests to give items that work and truly help people.

Oh, and I hope to not have unpleasant customers too

Sure thing! You may have a good product, but without the right(and extra!) support, you are bound to fail!

I agree that providing support makes a huge difference and I always try to provide support for my paying customers in a timely fashion. I also take the time to educate people who are looking for information on my items before they make a purchase however there are some questions I do not answer any more because there are just way to many and it would take forever.

These usually include inquiries about custom features and totally off base things that do not revolve around how the plugin works (from people who have not made a purchase yet.) I find a lot of people also try to just pick your brain for free

Great responses, guys!

@TylerQuinn – “I find a lot of people also try to just pick your brain for free.”

You raise a good point. I only know how I’ve felt when I’ve been brushed aside (however delicate or not) or told that support is not mandatory (even sometimes given the URL to envato’s page that proves it). That attitude, while understandable can hurt you. A reasonable balance must be struck, I think. If you’re doing your best, then I suppose that’s all you can ask of yourself. However, your (potential) customers will demand more and they deserve it most times. Don’t let the seemingly endless tide of bad eggs get in the way of finding the good ones. I remember both the good and the bad. The bad experiences are can be magnified though for whatever reason.

That’s the nature of many a sales job. It kind of comes with the territory. There’s always going to be a certain percentage of people who just want to waste your time. The better you can manage your prospects, the higher your conversion rate IMO . I have managed to get paid work out those “totally off base” things, so I’m not as quick to write them off.

I like to think that I don’t intentionally waste people’s time, constructively criticize (rather than the alternative) and don’t have sky high expectations / standards that are out of the range you’d expect for the price paid.