Today I got a caller, a nice old lady, who wanted to buy a very old version of our software. We simply don't sell out-of-date software. The version she wanted to buy came on floppy disks. It doesn't work on any OS later than Windows 2000 either.
Not to mention that the output in the very old version is no longer correct due to rules changes by the governing body which oversees what our software puts out.
This was explained to her. But she doesn't want the new version because she "doesn't like it."
I decided to wade in and ask her what it was about the new version she didn't like. Maybe I could find a way to overcome whatever was bothering her about the new version.
Her response: "I told you, there's just something 'different' I don't like about it. You know, I've been doing this for 25 years..."
I figured that I wouldn't be able to convince her that the newer version was better, so I dropped it. I simply stated that I was very sorry but we don't sell out of date software.
She described that fact several ways:
"Very strange"
"Unbelieveable"
and
"Just crazy"
All delivered in her nice little old lady voice. I felt like I was a disappointment to my dear old grandmother.
Anyway, when that failed to change my response she very sweetly told me that she would call later and talk to someone else. I wished her a good evening and that was that.
Starting tomorrow I will be the only person answering phones until the 23rd. So the "someone else" she talks to is going to be me.
Not to mention that the output in the very old version is no longer correct due to rules changes by the governing body which oversees what our software puts out.
This was explained to her. But she doesn't want the new version because she "doesn't like it."
I decided to wade in and ask her what it was about the new version she didn't like. Maybe I could find a way to overcome whatever was bothering her about the new version.
Her response: "I told you, there's just something 'different' I don't like about it. You know, I've been doing this for 25 years..."
I figured that I wouldn't be able to convince her that the newer version was better, so I dropped it. I simply stated that I was very sorry but we don't sell out of date software.
She described that fact several ways:
"Very strange"
"Unbelieveable"
and
"Just crazy"
All delivered in her nice little old lady voice. I felt like I was a disappointment to my dear old grandmother.
Anyway, when that failed to change my response she very sweetly told me that she would call later and talk to someone else. I wished her a good evening and that was that.
Starting tomorrow I will be the only person answering phones until the 23rd. So the "someone else" she talks to is going to be me.
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