13153: “This Thing Sucks!”

Raw transcript:

listen I am begging you if you’re going
to ask for
help be more
detailed give me more details help me
help you all right I I I’m I’m going to
get more detailed with you in this
episode of the vo Heroes
[Music]
podcast so I get this email from a user
of my app rehearsal pro and the email is
forwards on line
forwards I can’t log
in that’s it not anything else to help
me get any clue as to what it is that
may be causing this problem now I have a
a system set up that let me know when uh
our server is down or there’s some sort
of problem with our storage area or uh
the app you know Apple updates iOS and
now all of a sudden the app doesn’t work
we’re Beyond most of that um but when
somebody is trying to use my app I get
how frustrating this can be and all you
want to do is let you know the person
that can help you know as quickly as
possible what’s going
on take a moment take a deep breath
please help help the person who is going
to help you help you give details say
what’s happening take
screenshots uh be verbose don’t try to
be brief you know there are times when I
will say be brief essentialism don’t
overp speak don’t overwrite in the case
of asking for help the more details the
better you never know what clue is going
to be be given that will help the person
who’s supporting you help you get your
job done and all it does is lead to one
more round of emails back and forth with
me saying hey you know uh that probably
was pretty easy to tap out on your phone
but it doesn’t give me much to go on is
the app crashing is the are the letters
not appearing like is there something
wrong with the keyboard
um are you getting a sorry wrong
username wrong password what’s happening
what error are you getting can you give
me a screenshot did this just start
happening did you do anything with your
phone like upgrade the operating system
or add some other thing to it uh that
that you know did you just replace the
battery I I I don’t know but give me as
many things as are different from what’s
been working for you as possible and
listen I I’m the guy that does the tech
support along with Steve for rehearsal
pro and for vo Heroes and for the ASX
masterclass and for audio
cupcake and I love when a user helps me
help them by giving me details so the
next time you’re asking for help whether
it’s on the phone with somebody or it’s
via email or an online chat don’t be
afraid to be detailed now they may lead
you through that you know if you’re in a
live conversation with somebody on the
phone or via chat they may say okay
let’s take this systematically I’d like
to ask you a few
questions let them do that because
they’ve got a tree that they’re
following of try this first if that
doesn’t work try this if that doesn’t
work try this ask this question if the
answer is this then that if it’s that
then this so but when you’re you’re
sending in an email to support
at and you want help with a specific
specific thing tell them what you want
help with and tell them what’s happening
now that isn’t letting you get that done
you know don’t just say your app doesn’t
work I can’t log in this sucks what’s
wrong is your app down well I don’t know
you know do you have internet access
there there’s so many questions try to
answer as many as possible you can’t
give too many details when you’re asking
for support I want to give you great
support giving me too many details is
exactly what I’m looking for in the
quest to give you worldclass support so
I don’t know uh what’s your practice
when it comes to asking for help do you
just want me to be or whoever you’re
asking support from you just want us to
be uh uh Clairvoyant and just know we
know exactly what’s going on uh and you
know you don’t need us to get more
details we should know already or are
you understanding that the more
information we have the easier it’s
going to be to help you I just wonder
put it in the comments below let me know
go to vooh heroes.com that’s where the
comments are are sane and safe and calm
and respectful and nice uh but do let me
know and tell me about your frustrations
when it comes to support what can I do
better for you right what what do you
wish that support people would do better
for
you just just wondering hit the like
button if this makes sense to you if you
like what you’re hear hearing uh you can
subscribe to the channel uh click the
notification Bell if you want to know
when new episodes come out we’d love to
have you do that I’m David H Lawrence
the 17th I thank you so much for
watching and for listening and I will
see you in the next episode of the vo
Heroes
[Music]
podcast

(from YouTube)