posted 9/2/2010 by KeithHyer - Views: [32253]
No, I do not work for Pragmatic Works ( http://www.pragmaticworks.com/ ). However, I know a lot of the contributors and supports here do. I'm not a well-known "SQL Guy" ( or chicken ) I'm just your every day DBA - I like to get things done and I like challenges / learning. I also try to share what I learn. In my experience with DBAs this seems "normal".
Also please note that my sharing this experience was not requested and I'm not being compensated or anything. I just think good work deserves recognition - it's that simple.
So why am I sharing this? Well, my company bought Task Factory ( http://www.pragmaticworks.com/Products/Business-Intelligence/TaskFactory/Features.aspx ), Pragmatic Work's components for SSIS to make my life a little easier. We've just started doing Secure FTP and I downloaded the demo, set up an open source server, showed my boss that the sFTP component worked ( and well ). We worked with our Pragmatic sales rep and bought a few licenses. When the project rolled around a few weeks later, I couldn't figure something out: How the heck do you use the sFTP component to determine if a file already existed on the FTP server to which I was connected?
I don't need to add much to this - the timeline will tell most of it for me..
At 3:09 pm, I dropped an email to support asking my question.
At 3:29 pm, I got back a response that I would need to talk to the developer because ( I do value honesty! ) they weren't sure how to do it either. The developer was CC'd on this message.
At 4:07 pm, The developer responded and said no, there was no way to do what I was after - BUT it sounded like a useful feature. I was told things I would expect: it needs to go through testing, but it would probably make the next build.
BUT the support and staff at Pragmatic Works treats me - and our company - like we are THAT important. They looked at the "little guys" ( in terms of our business with them ) just like we were the "big" and "important" companies. In less than an hour, not only had my question been acknowledged and answered, but the "you can't do that" was turned into a "but you'll be able to soon." THAT in my opinion is blog-worthy, superior customer service and a great way to treat your customers.
4:39 pm - forwarded the entire chain of emails to my boss with only one addition, "Now THAT is customer service."
So regardless of who helps you out a little on here ( or another site ) - take that few extra minutes to say thank you.
..shamelessly stealing from Dennis Miller, "..but that's just my opinion - I could be wrong."
As an employee of Pragmatic Works, I would like to give my biggest thanks for the kind words Keith. Sounds like we have a great support staff. Good job support.
I too would like to thank you Keith. It sort of reminds me of the whole Windows 7 commercials...how the people in the commercial say that they helped build Windows 7. Great ideas come from many, not just the one behind the keyboard.
This reminds me of the "ism's" we have posted around our office. One of the ism's is "Every client. Every time. No exceptions. No excuses." This is something we at Pragmatic Works take very seriously. Thanks for sharing this, Keith. With that said, I'd like to applaud our support team! You guys are tearing it up!
Awesome story (and nice chicken reference lol). The Pragmatic guys truly are out of this world in terms of being awesome. Very cool to see them get their props as they very much deserve it. Yesterday Scott and I dropped by their offices and we made sure to go to the back and tell the developers what an amazing job their doing.
Yea, Brian likes to keep us locked away in the dungeon. It's been weeks since I've seen the light of day.
SQLChicken - I couldn't resist. It's an awesome name and needed the proverbial "nod".
Dustin - C'mon I've seen the pictures of the mountain dew. A well-caffeinated dungeon isn't all bad.
I can't agree more with that you have posted. I like to think of myself as an unpaid Pramatics sales man, as I always try to tell people how damn good the people are who work there.
And it IS all about the people.
Keith, I read this at about the same time Brian Knight did. His reaction was pretty awesome. He said something to the effect of "This is the type of company I've always wanted". Unsolicited blog posts like this do more for us than we ever could as a company. Thank you so much for taking the time to write this!Great job by the PragmaticWorks support staff! You guys are awesome!