Posts by tommusrhodus

1184 posts How's the surf doing?
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tommusrhodus says



4. Expect support!

This is the best advice in this thread :)

It might be best advice for question “How to avoid” :D However I’m asking about “How to reduce”.

haha, very true actually :) ok, a quick list from me then:

  • Make Screencasts
  • Improve that documentation
  • Make a FAQ & Knowledge base along with your regular tickets
  • Clearly define your support terms and don’t be afraid to close tickets or link elsewhere for those breaking these terms (customisations)
  • Keep your items updated, fix bugs regularly instead of letting them sit.
  • Do your best to try to fully answer a ticket in one go, this avoids going back and forth over an issue.
  • Educate buyers where possible, link to external resources etc.
  • Don’t be afraid to stand up for yourself if a ticket is going south.
  • Bug test the hell out of your themes before uploading
  • Focus on simplicity, standards and quality when coding
  • Inline code documentation can be useful for those developing on top of your themes
  • Test with some of the most popular plugins, jetpack, cf7, gravity forms etc.
  • Try to channel your buyers, recently I’ve been “hiding” my support a little, put a support section at the bottom of your documentation only, define your terms in it and then finally link to your support tickets.

Tom

1184 posts How's the surf doing?
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • United Kingdom
  • Referred between 200 and 499 users
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  • Has been a member for 3-4 years
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tommusrhodus says

4. Expect support!

This is the best advice in this thread :)

Regarding my no knowledge buyer, I forwarded them (politely) to Envato Studio, they’re happy now :)

1184 posts How's the surf doing?
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  • Sold between 250 000 and 1 000 000 dollars
  • United Kingdom
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tommusrhodus says

Too easy to abuse. -1 from me

1184 posts How's the surf doing?
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tommusrhodus says

I believe this fits the brief:

1184 posts How's the surf doing?
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tommusrhodus says

Support is inevitable on here, it’s a constant battle so just try not to let it overwhelm or overburden you. That’s the best advice I can give :)

In terms of reducing, you’re going to struggle to do this, the longer you’re here and the more you sell, the more support you will have.

Mix that in with a buyer base thats turning to end users rather than developers and trust me, support is getting harder with each coming month I’m finding.

I have a buyer who has bought the theme 3 hours ago, has never once worked with the web, doesn’t have a domain name, doesn’t have hosting and has never used WordPress and is now expecting me to help them through every step of the way of this, for $40…

Anyway, I agree with Snoopy, make some screencasts :)

1184 posts How's the surf doing?
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tommusrhodus says

Once you’ve clicked the gear to edit your collection:

1184 posts How's the surf doing?
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tommusrhodus says
1184 posts How's the surf doing?
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • United Kingdom
  • Referred between 200 and 499 users
  • Exclusive Author
  • Has been a member for 3-4 years
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tommusrhodus says


The envato already blocked that user and the license i’m sure.

Thanks for your reply. Buyer got the template and he finished his work already, I think !! Now what is the benefit to block or unblock the user, thats my question :)

Don’t stress it, move on and forget about this. Reversals count for about 0.1% of total sales, don’t let it get to you :)

I just got 2 in a row (had 1 last month, this is the first 2 this month) but seriously, they count for almost nothing in terms of your sales, relax and get working on the next big thing! :)

1184 posts How's the surf doing?
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tommusrhodus says

4th of July was actually great for sales for me, but this week (mon-wed) is about a 50% drop at the moment.

That being said, month is still on target for me at least so perhaps a drop in stability of sales rather than true sales amounts.

1184 posts How's the surf doing?
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tommusrhodus says

I’ll put in a pull request for pluggable functions I’ve written in my version of AQPB, then you can plug the columns class and convert it to bootstrap or whatever really simply from within the theme :)

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