hornet3d posted at 5:13PM Tue, 01 March 2016 - #4258445

@ 3D-Mobster.

A well chosen example and it really does make the point. The only thing I would add is that this has to be a company wide culture. The individual here has gone 'above and beyond' but that will not last long if a manager comes down hard for 'wasting his time', in their view at least. I know I have been there and left the company very shortly after.

I am sure there are still people here that would provide the same service here at Renderosity but they need to be given the space to work and the support to succeed. It baffles me why so many companies see making a good profit and good customer service as being mutually exclusive.

Agree, I don't know if he have gone above and beyond in what you should do, because this is their shop or face to the outside. Also as i said this is the founder of the company, so no one will come down on him :). But I think he is very much aware that the community is what makes his business go around and therefore cares to take the time to explain to them, when they have questions or there are misunderstandings etc. Think a lot of websites forget that a forum makes it possible to get very close to your customers, which can either be very positive or very negative depending on how you make use of it, but especially when this is your main contact point with your customers, its not something that you should look at lightly i think.

But what really like in his reply is that he doesn't try to act as if there ain't a problem or give the impression that nothing is wrong, he is very much is aware of the problem, but simply won't take the blame for it when he doesn't think its their fault and therefore give an explanation to why he hold that position and is being honest about it. Now this website doesn't have any rules as those found here, in regards to linking to competitors, free stuff etc. So they don't run into problems like Renderosity does with all these rules flying around.