General Consultant Discussion

Saw a posting on the Core Financials Community board, which ended with the following: ""Id much rather ask the questions here than pay our consultant $150 an hour for support."" http://community.sagemas.com/t5/Core-Financial-Modules/Invoices-dont-show-up-in-aged-payable-report/m-p/71043#M7356 Sadly, he's right. The channel is shooting itself in the foot by providing free support to users and helping the likes of Cliff (http://www.askaguide.net/PM/MAS90CR.php) become ERP & Acctg. Software Engineering Specialists.

That's one of the downsides to hourly billing --- and I also think that some of these Home Depot type customers are true do it yourselfers and not open to paying any type of reasonable fee. I think the channel undervalues themselves when they sell their knowledge at $150 an hour in as little as 15 minute increments. Frankly that's just embarrassing.

I agree, but also think it impacts us all. How can we charge a premium for knowledge (hourly or annual support plan) if we freely give it away?

Does help desk support really demand a premium? Are customers buying the answer or the service of you being readily available and knowing their company? I say that it's no. 2 and that those looking for just the purchase of an answer could always use the help manual. What most of these questions are is a request for a fast response much more than a request for a quick answer. I do see your point though. I find one way providing of info is fine -- I do draw the line at anyone who is not a paying customer calling me to have a conversation about a technical matter unless they're paying. .02

I think customers buy our answers, our availability and knowledge of their system. While help desk support is not the primary service, it is a part. We wouldn't think of fielding e-mails or taking calls from these non-paying users, but somehow find time to answer their questions on the forum? Like many of you, I try to help out now and then, but see people getting just plain lazy. Sometimes, it takes more time to post the question than to find the answer in the Help files.

Agreed.