July 12, 2019

Add support


If you’re the kind of person who buys and uses complicated things, sometimes you need support. Or, more accurately, if you’re a person, you need support. Maybe not today, maybe not tomorrow, but soon, and when you do, you want it as soon as you ask.

And, as your customers and partners and team and everybody else is a person too, they need support. And when they want it, they want it just as soon as you.

So build that in. Make support part of the design process. Don’t build things you can’t support. Build things that are easy to use and easy to support – and put the support structures in place so when they’re needed, they’re easy to access.

That doesn’t mean an email address nobody cares about. It means a real person, easy to find, who can help.

Skippy strategy: Whatever you do well, add support to it.