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Fantastic Customer Service. (Patreon)

Published:
2017-07-20 12:45:31
Imported:
2021-11

Content

So with the recent switch to 2 patreons, 1 focused on VIDEOS the other Focused on the GAME, it occurred to me that some people (about 3-5) did leave in that transition. That's fine, my product changed, but now I've got videos back on the shelf.

So I thought I would send them an email to let them know that I'm doing videos again if they would like to come back. Hell 1 of them came back and re-pledged sneakily (Yes I did notice you lol :-) ). Now THAT is customer service. My advice in life and more so creators on here:

"IT'S NOT ENOUGH TO SIMPLY LET THEM GO!" 

Now don't misunderstand me there will always be differences and not everyone will be interested in what you have to offer, in which case be professional, say bye and even recommend other people. What I mean is this:

"YOU HAVE TO ASK WHY!"

It's not enough to say to yourself "Well they come and go, more will come with pledges, I don't care". Sure don't get beat up over everyone who leaves but if they do leave, send them a message like I do asking for feedback as to why, as a MINIMUM.

If you ask why, it shows your willing to change down the line, it shows you actually value feedback, remembering customers that have long gone but may be re-interested and ending them an email is something not many would do. It shows you ultimately actually VALUE them. I do, I do value each and every one of you.

In comparison with others I don't have hundreds of patreons, but the ones I do have, like you guys I have noticed are the most loyal and patient ones and that I think is because I've always been professional in the way I deal with things.

Just my 2 pennies for the day. :-)

Comments

Kravenar Games

Truth is... You can't please everyone. Every single person looks for a different thing, we're creators not soldiers. We're creative and do what is in Our inspiration \ schedule. I lost a lot of patrons and asked them what was wrong in their pledge remove, since people that has left has chosen the option "Other reason" without specifing what reason was. Obviously I did not get an answer. So, I estime people that stay or that leaves giving worth critics, but for other I don't mind. We're here to make our projects grow up, and improve quality of our projects, nothing more. :) Another thing, if you see SIMBRO's approach to Patreon, you could understand what really people want (beyond a game). Digging deep this concept, will bring out negative thoughts, so I stop this talk here. :)

shas

well to be honest i was in for the video and when you combine them i had to stay now that you seperate them i left the game other wise i would of left i was a fan of the video not the game

Icarusmedia
>>6252634

Exactly, some people said they didn't want the game just the videos, while others wanted the game. Everyone gets what they want. But my point was you have to listen to the patreons and be willing to go the extra mile for them. Hence I emailed some of the old patreons to see if they want to come back now I'm offering videos again.

Kravenar Games
>>6252376

I think simply that people loves the SIMBRO approach (obviously not everyone, many people are safe from this way of thinking - thank God.), and doesn't like how serious a creator could be in turning his\her promises into reality like you and me mate. This is proven by the fact that if people sends us messages we instantly answer, on the contrary if we send a message to the "leavers" we will never get a response. So, what do you think that I could ever think? In my country there's a way of saying "Asking a question could be curiosity, but answering is education." At least to know what are we doing wrong... IF we're doing something wrong. :)

Anonymous
>>6252376

Sorry to butt in on this one, but I don't think Simbro is the best example atm on how Patrons wants to be treated. Simbro was the reason I even discovered Patreon in the first place, they were the first I pledged to because I loved the potential of their game and the dedication they showed to their Patrons back then, some 2 years ago or so.. For the past year communication from the Simbro Team has been decreasing, release dates been postponed over and over, the game bugs grew drastically, it was like new versions never got tested. A lot of their patrons have expressed their frustration, just read the post.. it says it all.. and Simbro has lost a lot of pledge money, about $4000 a month for the past 2-3 months, if they don't get back in shape I fear they will loose even more. The potential is still there and a lot of dedicated loyal patrons pray each month for improvements, but every person has a limit to their patience.. so no I wouldn't use Simbro as an example on how to do things.. not the way they are doing it now.. I would rather use them as an example on how they used to do things, which was showing their passion for their game idea and a lot more communication with their fans and patrons . What gave them so much success, if you ask me, is because of very few details: 1: Only cost $1 a month to download the newest version. 2: Next tier, for cheat codes and Dev debug tools are $10 a month.. when their $1 patrons got curious enough they upgraded to this tier and expanded the teams income by x10. 3: The game has moaning sounds, quite basic and not very complicated.. everyone who has seen a porn video without sound knows what I mean ;-) 4: They created a goal to seduce a main character and now 2 years later she is still a "virgin".. every update we hope to get further with the story but progression is painfully slow.. in other words they hooked their players.. This also has a drawback, because in the end people will get enough of the tease and back out completely. However I'd still wager that the incitement to deflower that character is a huge reason for people to throw money at them in the first place. Their engine is outdated, sound and graphic very simple, text pretty badly written until edited by someone with better language skills, the story is slow.. but the fundamental idea is great and that's my guess of why patrons stay and why new ones join, because of the hope of improvement.