Hi,<p>I have an online service where users can ask questions to a particular kind of expert. User can then pay to unlock the answer and read it.<p>Normally questions are answered by first-come-first-served expert. Some users ask for specific experts to answer and I make a case-by-case exception. However experts may not always be active so I need to warn users that getting an answer can take a while.<p>Also the support burden of questions to specific experts is a lot higher and I want to encourage users to either opt for "open questions" or try other sites that allow this option.<p>So, this is how I have worded it.<p>> <service> is a self-serve platform that is designed to work with open questions. Questions to specific <experts> can take longer (days or weeks). We are unable to provide much support to help users with such questions.<p>> We encourage users who want to pick <experts> to try out other sites <link to alternate> which allow this choice.<p>Today I got an angry email from a user calling this "arrogant". How would you have worded this ?
Raise the price!<p>Add a premium service where the user can request who will answer the question. In case the expert is not available for some time offer to get the answer from another expert in exchange of something (like reducing the price??? or some free questions for next month???)<p>Are you paying the experts? Can you pay them more for answering premium questions?<p>Do all the experts have the same level? (obviously no) How much difference is there in the quality of the answers?
It's the customer who is being arrogant by demanding that a company change its business model because he doesn't like it. If that customer wants to have their own expert on call during hours that are convenient, they should hire an employee.