DrupalCon Prague 2013

Mejorando el soporte de tus clientes

Scott Massey  · 


Extracto de la transcripción automática del vídeo realizada por YouTube.

hey everybody how's it going i'm scott and i'm here to talk about support it's great here it's great to be here in Prague I haven't been to Europe and a long time so it's nice to be back I am sort of irritated because i spent about

three months memorizing this session in check and i've been here for two days now and everyone's speaking English so I think maybe next time we should make that a little bit more clear unless you want to hear the check version it's about four hours

long okay dobre den ok wait that's not right sorry ok ah cool so let me just start off with the obligatory my name is Scott masih i work for pantheon i'm the director of customer success and that is basically a support its onboarding it's any of

the stuff that we do to help people be successful on our platform so that's training sometimes that's doing a lot of screencasts and and telling people how to develop on our platform and be successful before that I worked at pro met which was a Drupal

shop in Chicago I built their support team and before that I worked in IT managed services which is basically supporting Cisco citrix microsoft stuff for a shop in for a IT company in chicago my yeah so there's my twitter stuff and i wanted to share something

that I've never told another human being these are three things that I've left in my search browser when i was doing training sessions for people on pantheon so hopefully when you guys come up and ask questions you can share something that you've

never told another human being I don't remember why I was looking up Chinese dog doesn't want a bath but I think it was probably a YouTube video for my wife so here's what we're going to talk about we'll talk about why people think support

is a drag we'll talk about building sustainable support products I have some case studies that I kind of want to run through to sort of give you some real world examples of how to structure support that I think is good the tools how to hire people to support

and just a little bit of sort of philosophy and hand waving I've done this before for people at different Drupal cons and that kind of thing and so just before we start like how many of you work for like a dev shop or something that offers Drupal support

how many are looking to maybe add support how many our end users who are looking for support there's three guys right in the front here so that's about the usual demography your debt to struggle and I've definitely experienced a lot of the things

and maybe we can sort of share our experiences and and get a little bit better at it so why offer support I think there's a lot of reasons that people sort of fall into that role maybe because you know they built the site for someone or they've taken

over a site for another dev shop or something like that but the real reason that we do it is why we offer support i think is has a lot to do with credibility and especially if it's sites that we built it has a lot to do with with putting our money where

our mouth is in terms of the technical debt we incur when we build the site and being able to offer the end user the the promise of like long-term support so it's definitely more of a marriage than a fling and I think you sort of have to think of it like

that I also think that the the benefit of doing it is well there's several benefits but the one thing you know above the fact that it's like a fixed fixed income you know instead of just doing projects in addition to that it moves you up the ladder

of trust so to speak and from like a vendor to an advisor towards actually kind of a stakeholder in the clients process and decision making process you know before before I started working for pantheon there was you know and not all of our clients were like

this but there were a couple clients that when we meet with them annually and help them figure out their budget for the next year for their IT expenditures and like to me that's a good place to be because it just you know it indicates the trust that they

have in you and it also kind of indicates that you're the de facto person they're going to go to when they make choice or the tobacco shop you they're going to go to when they make choices about who they're going to get to build their site

or who they're going to go to so I think it's important to not just offer it because if you offer support poorly or begrudgingly I think it causes pain on all levels and it doesn't really secure you or move you up that sort of ladder of trust so

I think the first key to doing support well is is understanding that what you're doing is you're building these products and you're offering service products and so there's products and then there's not really good products and so an anti

product is kind of like the column on the left where hey just call us when anything happens or if something goes wrong and we'll help you fix it or we built your site and then say you know you get a phone call and it's like hey you know you built us

that feeds integration and originally it was for Twitter but now we're you know we're downloading Chinese newspapers and it's not working so that's a bug and you need to fix it you know or if you're accepting new projects from people and

you get a call that hey i'm a drupal developer and i have this site that I'm building for the Czech government and it's overdue by a month and there's like five things that I don't know how to do so I need you to help me fix it ASAP like

I think those are sort of recipes for failure and I think when you build kind of your product line of support services it's a good litmus test to kind of see what if things fit into the product list those are your strengths and if they don't then they

might not be good things to take like you might not win with them so what I want to talk about is kind of how to build these successful products you know for example support development like when it's a product that means you can attach parameters to it

you can you know you spell it out for sales what the limitations are what you cover what you don't cover you specify the billing rates and if a product is successful with just changing a minimal number of parameters you should be able to use it over and

over you know so if you sell block our agreements you know you should be able to just say 50 hours or a hundred hours you know at a hundred hours the hourly rate drops bite you know a certain amount but essentially it's the same kind of thing you know

there's been examples when i when i worked at pro met in chicago we had a client that had already built a site on on d7 and they wanted to continue working with the dev shop that they had but the dev shop used svm svn sort of in a half-assed manner and

they wanted to use git they knew they needed to move to get these guys weren't going to weren't going to migrate to get at that point in time so they hired us to basically just be there release management and we set up a schedule where we push things

you know where we saw anything that had been committed to the repo we meant as a repo we would push it to dev we worked out the QA workflow to where you know we would let them know we push things and they would check on it and then we would push it to live

and so forth if anything went wrong we would revert it and that's kind of all we did and it was kind of cool because it sort of put us in that that loop of trust you know where if they needed decisions they kind of knew who to come to for a second opinion

and eventually we sort of became more of the de facto go to so I think like creating products that you can support and sustain is beneficial even if they're not just your typical kind of Drupal support and additionally like another one is doing updates

for people like just doing updates by itself may not seem like a much value but it is for a lot of people who may just need something who are happy to manage their own site or or you know just need to take care of the minimum basics and so what I want to do

some case studies of these three fictional people and how they made support work for them so the first one is this girl aria and she's a site builder she knows a little bit of PHP she's mainly built you know a few sites for people for friends for family

that kind of thing and so her issue is is that as a freelancer she has a lot of stuff on her plate you know she has to do her own marketing she has to look for new clients she actually has to build the site but in addition to that the existing clients say

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