What can I learn from this?

[ycroosh]

Hi folks,
So yesterday a person left this comment on my Facebook post:

I generally take critical comments seriously, since this is a super-important feedback loop. This is how I learn, and can improve things.
I'm struggling with this one. Not in the "I'm butt hurt, because they left a mean comment". More because I think this is a honest concern for that person, and there are likely others who felt this way but never commented.

My problem is that showing just the TouchDRO box is not super useful. When someone is looking for a DRO, unless they already know what TouchDRO is, they won't know what they are looking at. I.e. my logic is that showing the finished product would give the potential customers an idea what they are getting into.
I am very clear on the product pages that the tablet is not included, etc. This is sort of similar to when you are looking for s steam engine castings - PM store shows finished steam engine models, even though you are buying the castings.

I guess I see how he would think this is "slimy", but how else can I do it to be more "honest". I'm curious to hear your feedback/input. Especially, if you bought a DRO from me when this image was up. Was that a letdown?
Thank you
Yuriy

 

[bulgie]

Well the fact that it uses an Android tab is one of the best things about tdro. I think I figured that out in the first 5 seconds after hearing about it for the first time. I can't see how anyone of average intelligence who's considering one could be put off by that! Can you 'educate' this dork, or has that ship sailed? (I know nothing about Facebook, have successfully ignored it thus far.)

Sorry, I can't think of anything useful to say, on what to do differently. You may just have to settle for not making any sales to people that stupid.

 

[Vigilante]

To make it clear in the photo, add the “Android tablet not included.” disclaimer near the tablet. People may spend more time looking at the picture rather than completely reading the product pages. Besides pictures being worth a thousand words, they are easier to comprehend. Some may need help.

 

[ChazzC]

One of the main reasons I ignore 1- and 2-star reviews on Amazon (and elsewhere) is that most come from people who don’t (can’t?) read the item description (the second most complaint in these comments deal with packaging or delivery issues, not the quality/performance of the item).

You (and we) know how customer oriented you are and that you bend over backwards to deliver a unique, high quality product, and while I understand you feeling that you failed I encourage you to ignore this comment since no matter how you respond it won’t satisfy this individual.


Charlie

 

[brino]

Hi Yuriy,

I am not (yet) a customer of yours, but I am leaning towards your product for a future purchase.
My respect for you, your support and your product is deep.

I also do NOT use facebook; the cost/benefit analysis keeps me away.

From what I see you make it abundantly clear that you sell an interface.
With this:

prominent on your product web page, I don't think you should feel like you're not doing enough to educate potential customers.

no matter how you respond it won’t satisfy this individual.

Sad. Probably true.


Brian

 

[Vigilante]

Yuri, an additional thought. Given how many years TouchDRO has been out and how many views your website and Facebook page have received, how many times has this been an issue? Is this so exceptional that it may not be worth a reaction on your part. As ChazzC intimated, some people either can’t read, or just need to find something negative to say.

 

[matthewsx]

Ask the commenter if he would like a discounted or free unit?

If they’re legit they will admit they should have read the details and accept your offer (and correct their comment).

Then, add a box to the nice picture you have with the kit as supplied and text saying tablet not included.

Or just modify your image and forget about that ass.

Don’t get me started on fbook….

John

 

[Winegrower]

Fuggetaboudit. Who would expect a tablet included at the price of your kit?

Edit: Umm...well...I just looked...these things are a LOT cheaper than I thought.

 

[keeena]

@ycroosh - To directly address that individual: perhaps you could de-emphasize the LCD screen in your picture by make it a duller/faded color shade vs your product? That coupled with appropriate text in the graphic might be an improvement in the marketing.

It might seem minor/silly, but I find small font disclaimers give me a negative impression of any item; just comes off as a bit shady. <shrug>

This works for me (as printed text in the graphic, up front)
"TouchDRO: a flexible, highly customizable DRO microcontroller interface for user-supplied screen and scales"

This doesn't:
"*PS - this product does not include LCD, scales, cables, lathe, or milling machine"

I don't care for the canned boilerplate that big businesses post as replies to feedback . But a specific, personal response might go a long ways thanking them and showing that you it contributed to a meaningful change to your marketing might come off as very appreciated to future readers.

 

[higgite]

The complainer says he would "likely" not do business with you. An interesting choice of words. Just an observation.

Tom