About a month ago I created a new support system for MoFuse. Before this new support system all support requests were handled via email. Now, with the new system, support requests are sent, received and replied to right from the user’s MoFuse dashboard.

I made the system for my own well being. Since I handle 98% of all support requests I wanted a system that didn’t let me lose things. If I let a support request email go two days without responding, it was lost in my email clutter, forgotten about and then there was an angry user. I didn’t want that anymore, so I spent a few days making MoFuse messaging.

When a user sent a support request in through the old system, I’d send a reply email with the answer and I usually never heard back from the user. Now with MoFuse messaging users are replying to my replies and I’m sort of developing this one-on-one relationships with some users. Almost every support request I reply to gets a reply back from the user, whereas before I only got a reply back if my answer wasn’t satisfactory enough for their needs.

So now I’ve had a chance to develop a somewhat personal relationship (as much as it can be through support requests) with a few hundred users, and they’re almost unanimously happy with the level of support they get which makes them happy, and me happy.

Little changes sometimes have a great affect. Building those relationships with people who had a problem with our service, and then getting into a conversation with them about their problem and how I’m able to help solve there problem goes a long way. Some of them write blogposts about it, others just give you a big ole’ thank you. Both of which make your day.

I want MoFuse customer support to be as good as Apple’s. They are a leader in making their customers happy and every company, small or large, should model themselves after them. After all, without customers or users, you have nothing.

We were up in Boston yesterday for business and we parked in a parking garage. The parking garage was dark with a few lights, your standard parking garage atmosphere. The garage was loaded with your also standard Toyota, Nissan and Ford cars.

There was one nice car however, a brand-new looking Porsche. It was parked under one of the only lights in that row, giving it an omnous look to it. To the left was a 2001ish Volkswagen and to the right some car from about the same year. In the middle stood this one car above the rest.

A blue Porsche with a cloth-top retractable roof right under the lights in a dark & dreary parking garage.

Two pigeons had decided they too wanted to occupy that spot and us it for a toilet. Those are some classy pigeons. Just thought it was funny they picked by far the most expensive car in the garage to do their business on.

I finally made what I’ve been wanting to make fo, well, a few years now.

I made iPawtucket.com. For those of you who don’t know, Pawtucket is my home city here in little Rhode Island. I’ve been wanting to make a news aggregator for the city for quite some time now. Mostly for my own use, but I can see some people finding this useful.

It’s still a work in progress for when I get some downtime with MoFuse.

No more “malware” on this blog. The intermediate page you got warning you that my blog could be hazardous to your health if you found this blog via Google is now gone. Turned out that my default Wordpress installation came with a vulnerability, yadda yadda yadda, it’s fixed.

I broke my iPhone’s screen this weekend. Had about 5-6 cracks in it. Brought it to the Genius Bar at the Apple store and they gave replaced the entire unit for me on the spot without any hassles. Above and beyond customer service to say the least, good job Apple!

MoFuse is doing great too. We launched a new homepage last week that is much more clear than before. We’re working on two very major projects that I can’t really talk about at this time but I’m excited about them to say the least.

I’ve been very limited past few weeks. It all started with terrible allergies and then I got walking Pneumonia. It’s terrible and I don’t recommend anyone get it (as if you have a choice). Anyways, I’m just starting to feel a little better (as if you care). In the future, if you ever think you might have it, immediately goto the doctor’s office and get antibiotics — they took 5 days to work but they do make a huge difference.