Damaging ECI Comments
Hello from me on a Sunday.
I’m asking anyone interested to take part in an open discussion on the WordPress.org website.
Every so often someone likes to make a clear public comment about Easy CSV Importer, which is fine especially if the user has had a negative experience with the plugin. That does not mean I can’t respond now does it! I’m passionate about my work and Easy CSV Importer because it was part of my first project since leaving University and opens the door to more things for me. So I’ll not hold back on a respond and I did to one comment today, I’ll do the rest in time.
I thought it might be interesting to ask my users to take part in a discussion even if you want to side with the person who wrote the original comment?!
Easy CSV Importer is at a great stage right now and it will suffer by ignoring comments like the one linked below. Damage is already done, again, to the plugin, to my sales, to my bank account because it is the only thing that makes me money right now and to all other users in my opinion. A previous attack on the plugin had the free edition remove, sales stopped and I was closed to giving the project up. About 3 months later here I am still working on it and I hope to do so. Low sales means less improvement to the plugin and I have a 200 item To Do List I would like to get through. That is why I called it an investment right, because you’ll get even more later. That might not suit everyone, but I know some of you look to the future. I should mention the To Do List items are for the new csv importer coming in 2012. ECI will get a lot more perfection so that the stable functions created and methods to delivering controls can then be used in the newer, even better importer.
To get there I need your help…
Easy CSV Importer Discussion On WordPress.org, Please Take Part
Easy CSV Importer Sales Page, Read More About ECI
How I Operate
The fact is, I get a hundred emails per day, all expecting a reply. By the time I reply to such an amount of emails, there is a lot less time to not only work on the plugin but provide a more hands on direct support by accessing peoples blogs for them. I read all emails and 50% of responses are not by email itself instead I create a tutorial, change the plugin itself, blog information that helps and post a new forum thread. That way the help I give becomes available to others, not just the original person asking.
I was tempted to take a screenshot of my inbox and go into more detail but right now. I have about 5 groups of emails, 5 people who have emailed me 10-20 times. Most of the emails are to be ignored soon after the user sends them to me because that user then answers their own questions very soon after sending. Some people email claiming there are bugs, sending lists of errors and descriptions. I must say, it causes a moment of stress because I think my days plans are about to change. Often, I get another email telling me it was actually another plugin.
Great thing is, these users usually do report something important among their 10 emails. Something that does suggest an issue with ECI, if not a bug maybe just an area of its design that can be improved. These users know they are helping and only assume they don’t expect a reply per email. I will read over and reply to one, summarising the overall discussion. This saves time and I need to save time so I have it for those of you paying for it. Which is anyone who buys the plugin, rememember I have a free download and test blog. Much of my customer service is to those who have not invested and as much as I want to provide pre-sale support. Well I don’t have to tell any of you that those who have paid come first, that is why you pay right?!
New Features Over Fixes
New features are added for people requesting them and paying for them but I always read emails. Even if I don’t reply, I take a mental note of any issues mentioned and look for signs of trouble while working on the plugin. Most versions have not only new features but improvements to older features so that every new version brings real progress. The fact that I’m better at this than I was 2 years ago when I started, means new features are far more solid.
It is the way it has to be done, testing and bug hunting can be impossible sometimes as I can’t always re-create the conditions setup by the user. Instead I need to look out for issues in my code, which now comes easier after 2 years of PHP experience.
Also, people pay for features. I can’t say no to being giving extra money to add new abilities to the plugin as a priority especially when sales are low. Which could be a result of people having very negative comments, telling people not to buy the plugin. Even if the comment ends in something about buying it later, the message is not to buy it, how does the read know when the software is ready? So, this is my reason for a response and once done I need to get back to working on the plugin.