I highly recommend you read/watch this post: https://socialtriggers.com/lose-customers-alienate-clients/
I’ve been doing consulting work for over sixteen years and a vast majority of it using Xojo. During my time with my own clients I’ve tried real hard to keep them happy because I’ve always known that happy customers come back. Finding new clients takes a lot of effort.
I know I’m not the least expensive Xojo consultant out there and I’m certainly not the most expensive either. Our billing rates reflect what we feel is a good value. If our rates are too high for a prospective client I’m okay with not getting their business because it’s not worth it to me to compromise on that (and I’ve pointed them to other developers that I believe could help them). Sometimes they come back later and sometimes they don’t.
The post I linked to talks about getting ‘Customers For Life’. I’m happy to say that we’ve had some of the same consulting clients for well over ten years. I try to make them feel appreciated and that we listen to their concerns. When things go wrong we try to make it right. Some clients have left and I hope they’re happy with the new developer they decided to use. But a lot of them stayed and that makes me very happy.
As the post said it’s not all that hard to keep a customer. All you have to show is that you have their best interests at heart. As Maya Angelou said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
How does this all relate to the general theme of my blog? Well, it’s no secret that I’ve been unhappy with Xojo recently. I’ve felt for many years that Xojo doesn’t court people like me (consultants and 3rd party developers) with much fervor. I’ve generally been okay with that because the product works well for what I do for my customers and if they’re happy I’m happy.
The whole fiasco with API 2.0 has left me feeling rung out and unappreciated. Many of the beta testers gave their opinion and concerns about API 2.0 very early in the R2 beta and those concerns were either ignored or dismissed. Those concerns have since been confirmed by the 3rd party developers.
If you had asked me a year ago would I be this mad at Xojo? I’d say, not a chance. After all I’ve been their customer for a long time. I’d hate to add up all the money I’ve paid them for licenses, consulting leads, and conferences over that period not to mention the number of blog posts, the many hours to create training videos, and in general promoting their product. Obviously helping them has helped my business. I’d like to think my work has helped them too.
So what happens when they lose a customer for life? We’re going to find out, I guess. I’m not going away any time soon since I’m not going to abandon my consulting clients but rather than renewing annually like I’ve done for many years I believe I’ll wait until I’m forced to upgrade for whatever reason, or they release a version I can use.
I’ll still blog about the product because that’s what I do and I’ll continue to update our Xojo products because we use them too (converting to API 2.0 is still up in the air for now). Will I start looking at alternatives to Xojo? Yes because they’ve made me feel like I’m unimportant to them. They don’t want customers for life they only seem to want new Xojo developers.
Finding an alternative to Xojo won’t be easy. Despite its warts it’s still a pretty unique product. There are lots of alternatives that don’t do something that Xojo already does, but the flip side is that there are products that do some things way better than Xojo.
Over the upcoming months I’ll start letting you know what I’ve been looking at and why. It might be illuminating and it might just end up being that I stick with Xojo because I just don’t find an alternative (I doubt this but it’s a possibility). I’m looking at the overall package from the IDE, to the language, to the 3rd party market, to the consulting market. It’s a big task.
Could Xojo win me back? Anything’s a possibility. Heck, I want to be excited about the product again. I need it to succeed for my clients to succeed. But for now, I’m satisfied with 2019 R1 and looking for alternatives.