General Consultant Discussion

I'm going to vent about this and maybe in a couple of hours I can send this guy a diplomatic reply: So this guy at one of those ""rent a CFO"" type companies who alleges he used to be an Accpac consultant once upon a time, about 10 months ago bought (well , his custom did)a two user Sage 300 from me, and no services. In February he asked for a quote on an additional user license. Didn't hear from him again until last week. Sent him a revised quote. Then the following email exchange: On 8/6/2014 8:03 AM, {name} wrote: Check will be sent today. Respectfully Yours, {name} 8/11 from me: {name} , We have not received the check yet. Phil Phil, I will ensure the check was mailed and worst case going out today. When do we have the license? Respectfully Yours, {name} {name}, A day or two after we have the check. Phil Phil, I would like to think that we have worked together before and we would be able to gain that license now. We are sending the check. Respectfully Yours, {name} {name} , Since here is no way to ""return"" licenses once they are issued, receiving payment in full is an absolute requirement for all software licenses. Phil Phil, But you know that we are good for the check and have proven that in the past. As I work with many clients that have the possibility of migrating to SAGE, I would hope for some professional understanding. Respectfully Yours, {name}

I don't order anything or renew any maintenance with out a payment in hand. Their payment is the signal that they want to move forward. I've seen more than one instance where the end user changes their mind or flat out never pays. We have end users fax us copies of checks. Still wait to receive them. For a very limited number of users where we have a long history and some type of recurring contact we do make exceptions. Almost never for new customers and/or people who come in via the web.

Sounds like you may also need to wait until the check clears your bank too. It sounds like they failed to meet a deadline to me.

If it was so important, they should have cut a check the day they said they would cut the check and not wait.

Ask him for a credit card, if he wants to speed up the process. As for being diplomatic, there's not much profit to be gained, so stand your ground. He is being unprofessional in not respecting your policies.

@JohnHoyt - No chance of changing the policy. Trying to resist saying ""Even the people we provide professional services to weekly have this policy and don't complain about it.

in God we trust"" all others pay (cash, credit card, bank certified check)

@PhilMcIntosh he could have wired the money if it was such an emergency !

aka - Money talks. Bullshit walks.

I'm not sure I'd take a certified check any more either.

Well done, @PhilMcIntosh . I don't see that this requires a diplomatic reply. You've stated the policy and then reinforced it. He can continue to push the issue but you don't have to accommodate him or invest more time and energy into clarifying what it already apparent.

Offer him 3 choices: 1. Paypal payment (check or cc). Pretty much immediate payment, so he gets licenses fast. 2. Overnight the payment to you with FedEx or USPS. Now he adds 1 day to his process. 3. Send the check snail mail and take his chances. At this point, it probably won't matter, since he's pretty clearly shown his hand that he doesn't have the funds behind a check. But for the next one, I've found offering 3 choices in just about any situation is much more productive. You might also mention to him that you might be more sympathetic if he had purchased an annual agreement from you ...

You might also mention to him that you might be more sympathetic if he had purchased an annual agreement from you ..."" While this may be the case, I don't think you're going to get a lot of mileage out of it. Is anyone better off if you share this or will it only reinforce bitterness?

Most of what I've offered is more realistically for ""next time."" It sounds like the cake is already baked here, mainly because there is some unvoiced reason for the customer's objection. However, if Phil had EARLIER offered them an annual contract, then a reminder about it might be relevant. But mainly the customer has two choices: pay Phil in advance or find another reseller. I suspect Phil won't be brokenhearted if the latter option is selected ....

If this temp CFO was truly an Accpac consultant at one time, then he should know that payment in advance for licenses is the norm. However, he could have been an Accpac consultant that didn't require/enforce payment in advance and that would explain why he is no longer a consultant and only a temp-CFO now.

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@GaryFeldman - What is with all the nulls??? Are you being censored???

ipad app does not appear to be working! My comment was about a customer who came to us a few years ago. Their operations are in China and the previous VAR only used a hosting service that was not compatible with MAC's and Crystal so they switched to us. When they came over they needed an additional license and asked for a 10% discount because the old VAR always gave them one. Now 2 years later they ask for a discount and we offer the same 10%, And we get... ""Only a 10 percent discount? Are you serious? "" So our response is, the offer expires 8/31.

My college roommate taught me the same lesson - ""Once a discount customer always a discount customer"". I have found this to always be the case.

Here is one that came in today! Hello, I am working with CUSTOMER based in Dayton, Ohio to upgrade their systems. Currently they use MAS90 4.40 and would like to upgrade to the newest version. Could you please provide information on that and the white paper to perform the upgrade? Thank you, CONSULTANT Our response: A customer on Sage maintenance can obtain the installation guide from the Sage City portal and has a minimum of 5 cases per year with Sage for assistance with these type of issues. Alternatively, a customer can engage their Partner of Record or another partner for paid upgrade services. If the customer does not have access to Sage City they can contact Sage Support to obtain access and grant access to you.

As for discounts, I only offer one in return for the customer giving something (besides just buying). It's important that the tit-for-tat be obvious, too, regardless of the size. It's important for the faint-of-heart to also remember that customers and prospects who get hung up on discounts universally never appreciate the value of what you offer. So it is a bit easier to let them pass ...