I just can't win :-( On Dec 1, 2016 8:39 PM, "Brandon Yuchasz" <[email protected]> wrote:
> I expected more Sarcasm. But thanks for the reply anyway. We are small > still by most standards and I still go on every install so generally > customers feel they know me a little. That relationship is of course a good > thing. Some texts of course I don’t mind like “ hey the internet has been > dropping off today but comes back” it’s the shitty attitudes that they > would never give me in a phone call that generally piss me off.. > > *From:* Af [mailto:[email protected]] *On Behalf Of *That One Guy > /sarcasm > *Sent:* Thursday, December 01, 2016 8:31 PM > *To:* [email protected] > *Subject:* Re: [AFMUG] Customers texting cell phones "hey my internet > isn; t working" > > > > We call into the office and call the customers from there DID or something > to avoid it. But it happens. > > When a customer has my cell, ive given it to them on occasion for > troubleshooting and most of my contract service have my work and personal. > > As long as they dont abuse it, I handle their business (facebook is > becoming popular for customers to contact me, which is odd because my face > book is private and highly offensive) > > Once they abuse it, they get a couple "call the office"s then they get > ignored. > > Like right now there is a voicemail from a contract services customer i > haven't even listened to from two days ago. > > > > I do prefer all communications voice or digital go through work channels, > or phones are recorded and all the digital stuff is logged on company owned > assets. Better in the long term for liability. > > > > On Thu, Dec 1, 2016 at 8:25 PM, Jim Bouse [Brazos WiFi] < > [email protected]> wrote: > > I respond with “The support number is: 979-985-5912 <(979)%20985-5912>” > > > > Short and sweet (maybe not sweet). Often, I am on call in the evenings so > I end up answering the support call but It is customer training. I don’t > want people calling/texting my personal cellphone and then getting pissed > off that I don’t respond in a timely manner (vacation or whatnot) when I > have paid support staff at the office. Additionally, if they call my > cellphone, I tell them the same thing. The sales and support number is: > X. I will be happy to help you there. > > > > We record 100% of the business calls due to some he-said/she-said > incidents. I don’t talk business on the personal cellphone unless the call > is routed through the PBX. > > > > Jim Bouse > > Owner > > Mobile IT Pro - Brazos WiFi > > 979-985-5912 <(979)%20985-5912> > > [email protected] > > > > *From:* Af [mailto:[email protected]] *On Behalf Of *Brandon Yuchasz > *Sent:* Thursday, December 01, 2016 8:19 PM > *To:* [email protected] > *Subject:* [AFMUG] Customers texting cell phones "hey my internet isn; t > working" > > > > Wondering if anyone else has dealt with this and if so what they used as a > solution. > > > > I am getting more and more texts from customers as time goes on. They get > my cell phone number at some point when I call them or from a friend or who > knows but they hold onto it. > > Instead of emailing the tech support or calling in they send me a text to > my cell phone. “hey my internet isn’t working” . I don’t know who the hell > they are of course since its just some random number with no context. So > Then I am faced with ignoring the text or replying. “ I’m sorry but I don’t > know who this is from can you please give me additional information. “ > > Text back and forth over the next 15 minutes reveal they have the wireless > turned off on their computer or the router took a shit or they are off > line. Regardless it’s annoying, I have considered asking them not to text > my cell phone and instead call or email but half the time they are still > going to get me. That’s not ideal. Please don’t text my cell phone instead > use our online contact option or call us at…. 5 minutes later I get a call > that forwards to my cell phone not ideal. although that is changing and > hopefully in the next 6 months I won’t be doing any tech support calls > anymore. > > > > How do you guys deal with this from a company standpoint. > > > > Just so everyone realizes it… this is at least 65% rant so sarcasm and > honest real feedback are both welcome. > > > > > > > > -- > > If you only see yourself as part of the team but you don't see your team > as part of yourself you have already failed as part of the team. >
