After thinking about this a bit more, I do feel bad for Duncan Press.
They are a small local company and we're their direct intended customer base. In these days of 'big business' I hate to see any small business suffering.
Perhaps they are a bit overwelmed with trying to get their new charts out the door? Or perhaps they simply are not very computer savy? I'm not sure.
But some lessons they can learn from this thread:
- Always respond to your customers, even if to say "I don't know", or "I need a bit more time to look into this for you". And rememeber to follow through!
- Rememeber that post-sale support is just as important as pre-sale support.
- Perhaps get a small group of your intended customers to review samples of your product before committing to production.
- (I almost hate to even mention this particular point) When you post sample images of your product on your website, you may want to be sure to post a very small 'thumbnail sized' sample image, do not post an image file that is large enough for users to download directly onto their IPads and Android tablets that could actually be used, instead of purchasing your product
. If you're not sure how to do this, get some knowledgable help (even if you need to pay for it).