Re: [WISPA] PITA customers...
If you are not happy, we are more than willing to let you out of your contract and refund your installation fees" line. -forrest We have a pretty strict policy of no refunding install-set up fees. Maybe if we were incompetent, which has never happened yet, we would. But no money gets refunded, we are not Macy's. They also have to give 30 day notice. And if they prepaid to get some discount or special rate plan, nadda. George Rogato Welcome to WISPA www.wispa.org http://signup.wispa.org/ WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
Generally the customers we've offered to "remove equipment and refund install" for are in a situation where for whatever reason their expectation did not match what we were able to deliver. Sometimes we simply cannot deliver the service we typically provide to a customer to that customer for some reason (bad location, too far, fresnel issues, etc.), and sometimes the customer is expecting something that we can't realistically provide (2Mb/s up+down continuous for 24x7 (file sharers), or perfect latency, with no drops ever (gamers)). Whenever we reach the point where we realize that the customer expectation is not in line with what we can deliver is typically when we deliver the "the service we are providing is the best that we can currently do at your location. If you are not happy, we are more than willing to let you out of your contract and refund your installation fees" line. The customer can then choose to live with it, or not. Either way it doesn't matter to us, because we really don't want an unhappy customer. -forrest WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
I"ve actually told subs that I'm able to bring onto my level, that with my customers, I expect to have a good working relationship for a very long time. But I can't do that with someone who does not respect me or wants to be beligerant. And that I'm just too friggin old and not getting any younger and don't have time for people that want to wrangle with me rather than work with me to make life smooth. Life's short, if we can't work together pleasurably, we should do something diferent. Some people are just rude or obnoxious and sometimes others are wiseguys that think they are talking to ATT or a sears and roebuck When I get them to realize that they are talking to their neighbor, the guy that lives down their street, someone who could be the husband, son, or friend, then usually I can get them to the positive side. Unfortunatly, not everyone is going to be workable. Sometimes it's better to part ways. The worse thing is to have a customer that thinks he is stuck with you, unhappy with his level of service or does not like you. George Marlon K. Schafer (509) 982-2181 wrote: I tell them to treat people here with respect or find another provider. Most of the time I can calm them down though. And they are nicer in the future. I've not fired any for being frustrated and taking it out on us yet. Been close a few times though. Marlon (509) 982-2181 (408) 907-6910 (Vonage)Consulting services 42846865 (icq)WISP Operator since 1999! [EMAIL PROTECTED] www.odessaoffice.com/wireless www.odessaoffice.com/marlon/cam - Original Message - From: "D. Ryan Spott" <[EMAIL PROTECTED]> To: "'WISPA General List'" Sent: Thursday, August 16, 2007 5:35 PM Subject: [WISPA] PITA customers... I am looking for advice and examples of what to do with PITA customers. I have a few that are just shy of abusive on the phone. Do you read them the riot act? Do you turn them off? Do you collect an early termination fee? Share your stories or policies. Thanks! ryan WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ -- George Rogato Welcome to WISPA www.wispa.org http://signup.wispa.org/ WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
Its not jsut about money, and its not just about peice of mind. I think there is a bigger concern with PITA customers, and that is "reputation". Everyone likes to complain, its something to make converstaton. The last thing an ISP wants is an unhappy customer. Its better to not have that customer at all, so they forget about you, and have someone else to talk bad about. But I think the bigger challenge is how to make someone happy. These PITA customer can sometimes become the BEST customers, once you win them over, if you can. They like to talk, why not give them something good to talk about. Tom DeReggi RapidDSL & Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: "Butch Evans" <[EMAIL PROTECTED]> To: "WISPA General List" Sent: Thursday, August 16, 2007 9:41 PM Subject: Re: [WISPA] PITA customers... On Thu, 16 Aug 2007, D. Ryan Spott wrote: I am looking for advice and examples of what to do with PITA customers. Hmm. This is a tough question, really. It depends more on what they are doing to make themselves a PITA. Just a couple of stories perhaps will tell you how I handle that kind of thing. Many years ago (this was during the heyday of dialup), I had a customer who I saw scanning my servers. He was a young kid, but I knew he was capable to do what I saw him do. For him, I called his mother and let her know what was happening, and let her know that it would not be tolerated. She went on the defensive immediately. "My son would not do intentional harm..." and the like. At any rate, I let her know it couldn't continue. The very next day, I saw a dramatic increase in the same activity from his IP. I called his mother again, and asked to speak with her son and her at the same time. She got him on the phone, and I explained that what he was up to was criminal, and if I saw it again, we would file charges and their account would be terminated. Again, the excuses, but when we saw it again, I spoke to a friend of mine, who just happened to be the constable in their town (their next door neighbor, in fact). He had no clue what he was saying, but he went by there and told them of the complaint. We dropped the account, then called each of our competitors who offered local dialup in the area, provided evidence and left it at that. When they moved about a year later, I don't think they had ever been able to get online since that day (at least not local). Another customer on an ISP that I am a small owner in was running a game server. We repeatedly noticed that he was causing issues for the other customers. I asked him repeatedly to move the game server off my network. He never complied, so I began creating an increasingly difficult situation for him by firewalling and queueing his connection until he moved to another network. In this case, I WANTED him on the competitor's network (his only option was 1 of 3 802.11b networks). Good riddance. One other story. This customer was one who had grandkids that came in and were installing P2P apps on her computer. She knew nothing about it, but it continued to happen. We continued to help her get rid of the software (3 or 4 times) until she finally was convinced that her "sweet grandkids" would no longer be able to use her computer. Problem solved, and we kept a customer. Scored some good word of mouth in the process as well. I have a few that are just shy of abusive on the phone. This type I generally just tolerated to a point. If they are just rude, then that is just part of what happens when your customer base grows large enough. This is a hard one, because I know how I would LIKE to handle it...Just not a good idea to go there. FWIW, I've got stories like the ones above (many of them) from every ISP I have owned/worked for. This is just a part of the game that you have to deal with. -- Butch Evans Network Engineering and Security Consulting 573-276-2879 http://www.butchevans.com/ My calendar: http://tinyurl.com/y24ad6 Training Partners: http://tinyurl.com/smfkf Mikrotik Certified Consultant http://www.mikrotik.com/consultants.html WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.11.19/953 - Release Date: 8/14/2007 5:19 PM WISPA Wants You! Join today! http://signup.wispa.org/ --
Re: [WISPA] PITA customers...
As a dial up isp with 3,000+ subs in a small town, I know exactly the type of customer your talking about. I went to the school of hard knocks too. Hey, your internet caused my computer to stop working... Your internet gave me that virus, you should clean my machine for free. blah blah blah. With my wireles broadband, some have faulted me for charging a higher monthly fee and having a higher start-up fee, but it was designed to avoid problematic people. I heard it today, "too much money, we'll go elsewhere." "Ok thank you." if $5.00 more per month is gonna kill them, their not my kind of subs. But charging abit more elimantes a swarth of the market that is looking for the cheapest deal. In that group is where a lot of those customer relations problems linger. They know they are being cheap [EMAIL PROTECTED], but they want everything for nothing and are not willing to pay for anything that they can badger someone into giving. It's a game played by a lot of consumers. I've avoided that crowd and grow slower, but my customers are steady and we go the extra mile to help them and educate them when needed. I try to avoid kids and I try to avoid renters and I try to avoid people with high anxiety reputations who always have something negative to say. I try to choose customers wisely that fit in with us as a whole. I also look for the types who look at buying my service with the upfront fees as a sort of investment that they want to protect. Never mind being the guy that costs nothing to come and go. Problem is, I'll never be a regional provider or be able to grow beyond my turf with my attitude. George Brian Rohrbacher wrote: I talking about the ones who cause problems on their computer and blame it on me. Then they tell my it's my job to fix it, for free. The internet is working fine when I go over there with my laptop. It's only a couple I've done this to. Brian George Rogato wrote: Customers are hard to come by to dispose of them so easily. I wonder, I wonder what it is that is causing the customer to complain? Maybe you can expand on why they are complaining or what the problem is for that particular customer. Also, Brian, if you don't call your customers back, regardless if they are a pain in the ass or who's fault it is, you will get a bad reputation. George WISPA Wants You! Join today! http://signup.wispa.org/ -- George Rogato Welcome to WISPA www.wispa.org http://signup.wispa.org/ WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
I don't blaim customer for customers being rude. They have been well conditioned to be rude, by our monopoly competitors or non-related retail chain establishments, where the only way they have gotten any results was to scream and be the "angry customer". If that is not the case, its because they usually just don't understand or comprehend the situation. Customers are not technicians, and should not be expected to be. And then lastly, there is the .001% that are just evil, and get satisfaction in causing others trouble. The good thing about being a WISP is that we are NOT OBLIGATED to serve everyone. And 90% of the time we were the customer's last resort down the line attempting to get Broadband from. (underserved). Because of this, we often have the power of the "Soup Nazi" (reference Seinfeld). There are only three ways to handle a troublesome end user 1. Education. - Try and explain the situation in a way that they can understand. Identify what they are misunderstanding. Explain the market, your capabilties, his real options going forward, Why you can't resolve, what you are doing for him above call of duty, why he is comming to false conclusions, what he has to do and his responsibilties. EtcEtc. 2- Patience and Politeness - Don't let them get a rise out of you. Ignore their harshness and attacks. Dont get offended by their screaming. Respond back calmly and clearly, and do not reciprocate with attacks. Be sympathetic to what they are going through, and express that. Understand their frustration. Ask them what they want to acheive (by their screaming), and what they want you to do. Don't tell them something that can't be done. Be the better person. But stand your ground and don't give in, because otherwise they won't learn, and the abusive way of communicating will just keep repeating itself. But most important listen, so you can understand their real issue, and decide whether it has merit. (maybe they had a valid beef). And most importantly do everything humanly possible to try and help them and solve their problem. 3- If the above doesn't work, and abuse continues, put them on hold, hang up, don't take their calls, send them written notice that you have cancelled them as a subscriber, and that their connection will be disconnected in 30 days. Then add, "If you have any questions on why this occured, you may Email [EMAIL PROTECTED], and expect a repsonse within 7 days.". refuse to take their calls. Go repo their outdoor equipment. Problem solved, and now spend your time on customers and prospects that deserve your attention. If you aren't willing to do #3, then you need to reconsider whether you did #1 and #2 to the best of your ability. If you do do #3, 90% chance the customer will come back begging and pleading for you to reconsider w/ a polite attitude. If the customer does not, they had other alternatives, your problem is solved and so is theirs. If the customer still gives you a hardtime, and its possible because people lie, and the Internet and consumer protection groups gives them that power, you are just screwed, and not much you can do about it, other than Deal with it, and recognize that its part of being a business. Tom DeReggi RapidDSL & Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: "Jack Unger" <[EMAIL PROTECTED]> To: "WISPA General List" Sent: Friday, August 17, 2007 12:46 PM Subject: Re: [WISPA] PITA customers... Nobody is proposing that customers should be disposed of "easily". We fight to obtain customers and we fight to keep them but disposing of a customer who is continually draining your resources or impacting the service that you deliver to others is a wise business decision, assuming that their complaints are not justified by your (not you personally George - I mean business owners collectively) failure to deliver what you told them to expect in terms of service. Complaints are caused by: 1. Mis-set expectations. As a WISP it's easy to promise more throughput than you can deliver either because you don't know how much throughput you are actually capable of delivering (very common in the WISP industy), or 2. Intentionally mis-leading customers about the throughput that they could expect to receive (not very common in the WISP industry), or 3. Poor system design or high interference levels (or the behavior of other mis-behaving customers) causing customer slowdowns that you did not or could not anticipate. 4. The small 1 percent or 2 percent of customers who "live to complain". These folks who believe that it is their mission in life to complain loudly, widely and continually to any and everyone within listening distance (in person, on the phone, on the Internet, etc) are the real culprits who, I be
Re: [WISPA] PITA customers...
I talking about the ones who cause problems on their computer and blame it on me. Then they tell my it's my job to fix it, for free. The internet is working fine when I go over there with my laptop. It's only a couple I've done this to. Brian George Rogato wrote: Customers are hard to come by to dispose of them so easily. I wonder, I wonder what it is that is causing the customer to complain? Maybe you can expand on why they are complaining or what the problem is for that particular customer. Also, Brian, if you don't call your customers back, regardless if they are a pain in the ass or who's fault it is, you will get a bad reputation. George WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
And, usually no one gives them any credibility anyway. Marlon (509) 982-2181 (408) 907-6910 (Vonage)Consulting services 42846865 (icq)WISP Operator since 1999! [EMAIL PROTECTED] www.odessaoffice.com/wireless www.odessaoffice.com/marlon/cam - Original Message - From: Brian Rohrbacher To: WISPA General List Sent: Thursday, August 16, 2007 5:47 PM Subject: Re: [WISPA] PITA customers... Well, not very tactfully usually. I ignore them until they leave. Then I go get me gear when they cancel. I think it's better if they cancel, then it;s their decision. Sure, you get a little bad word of mouth, but they were already talking bad about you anyway because they were not happy. Brian D. Ryan Spott wrote: Yes, But how do you do that? Do you write them a letter? Repo your gear? ryan -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Brian Rohrbacher Sent: Thursday, August 16, 2007 5:41 PM To: WISPA General List Subject: Re: [WISPA] PITA customers... A wise man once told me that 10% of your customers cause you 90% of your work. With that advice I decided the best thing to do was send the 10% to my competition. Brian D. Ryan Spott wrote: I am looking for advice and examples of what to do with PITA customers. I have a few that are just shy of abusive on the phone. Do you read them the riot act? Do you turn them off? Do you collect an early termination fee? Share your stories or policies. Thanks! ryan WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
I tell them to treat people here with respect or find another provider. Most of the time I can calm them down though. And they are nicer in the future. I've not fired any for being frustrated and taking it out on us yet. Been close a few times though. Marlon (509) 982-2181 (408) 907-6910 (Vonage)Consulting services 42846865 (icq)WISP Operator since 1999! [EMAIL PROTECTED] www.odessaoffice.com/wireless www.odessaoffice.com/marlon/cam - Original Message - From: "D. Ryan Spott" <[EMAIL PROTECTED]> To: "'WISPA General List'" Sent: Thursday, August 16, 2007 5:35 PM Subject: [WISPA] PITA customers... I am looking for advice and examples of what to do with PITA customers. I have a few that are just shy of abusive on the phone. Do you read them the riot act? Do you turn them off? Do you collect an early termination fee? Share your stories or policies. Thanks! ryan WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
Only 60 processes? I routinely run 80 - 90. ;-) - Mike Hammett Intelligent Computing Solutions http://www.ics-il.com - Original Message - From: "Jory Privett" <[EMAIL PROTECTED]> To: "WISPA General List" Sent: Friday, August 17, 2007 11:50 AM Subject: Re: [WISPA] PITA customers... The biggest problem I have with customers is the ones that know it is the systems problem and could not possible be there computer. I do a service call and see that their computer is running 60+ process, has no anti-virus and is covered with spyware. Jory Privett WCCS - Original Message - From: "Jack Unger" <[EMAIL PROTECTED]> To: "WISPA General List" Sent: Friday, August 17, 2007 11:46 AM Subject: Re: [WISPA] PITA customers... Nobody is proposing that customers should be disposed of "easily". We fight to obtain customers and we fight to keep them but disposing of a customer who is continually draining your resources or impacting the service that you deliver to others is a wise business decision, assuming that their complaints are not justified by your (not you personally George - I mean business owners collectively) failure to deliver what you told them to expect in terms of service. Complaints are caused by: 1. Mis-set expectations. As a WISP it's easy to promise more throughput than you can deliver either because you don't know how much throughput you are actually capable of delivering (very common in the WISP industy), or 2. Intentionally mis-leading customers about the throughput that they could expect to receive (not very common in the WISP industry), or 3. Poor system design or high interference levels (or the behavior of other mis-behaving customers) causing customer slowdowns that you did not or could not anticipate. 4. The small 1 percent or 2 percent of customers who "live to complain". These folks who believe that it is their mission in life to complain loudly, widely and continually to any and everyone within listening distance (in person, on the phone, on the Internet, etc) are the real culprits who, I believe, you should politely "invite" to find another service provider. Complaint causes number 1 through 3 above should be listened to respectfully and addressed promptly, correctly and thoroughly. But that's just my opinion... jack David E. Smith wrote: George Rogato wrote: Customers are hard to come by to dispose of them so easily. I wonder, I wonder what it is that is causing the customer to complain? I'll agree with the principle of this statement, that customers often have a legitimate reason for their complaints. Some folks, however, simply love the sound of their own voices. :) For us, the biggest problem is file-sharing software. If two or three customers are running Kazaa or Limewire or whatever it is the cool kids are using these days to download music and movies of questionable provenance, the other thirty folks on that tower will complain. Those folks have a legitimate beef, and that's not a problem. We look at the tower, see who's doing what, and make the problem go away (usually by temporarily disconnecting the customer running the P2P software). That's where the problems really start. That guy whose connection is spitting out about 100 packets per second on Limewire? He didn't read the contract, didn't listen to our installers (who are instructed to remind customers this kind of software is a no-no, and to explain in gentle non-technical terms why this is so), and it couldn't possibly be my little baby boy why he's a perfect angel (no he's not, he's a teenager, you remember what you were like when you were fifteen?). Usually, once is all it takes, but we do have an informal "three strikes" policy - if you continually annoy us (and all the other subscribers in your area) eventually we will ask you to find another ISP. One customer who persists in causing problems for dozens of other customers isn't worth it. David Smith MVN.net WISPA Wants You! Join today! http://signup.wispa.org/ -- Jack Unger ([EMAIL PROTECTED]) - President, Ask-Wi.Com, Inc. FCC License # PG-12-25133 Serving the Broadband Wireless Industry Since 1993 Author of the WISP Handbook - "Deploying License-Free Wireless WANs" True Vendor-Neutral Wireless Consulting-Training-Troubleshooting FCC Part 15 Certification for Manufacturers and Service Providers Phone (VoIP Over Broadband Wireless) 818-227-4220 www.ask-wi.com WISPA Wants You! Join today! http://signup.wispa.org/
RE: [WISPA] PITA customers...
"provenance"...wow! :-) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David E. Smith Sent: Friday, August 17, 2007 12:16 PM To: WISPA General List Subject: Re: [WISPA] PITA customers... George Rogato wrote: > Customers are hard to come by to dispose of them so easily. > I wonder, I wonder what it is that is causing the customer to complain? I'll agree with the principle of this statement, that customers often have a legitimate reason for their complaints. Some folks, however, simply love the sound of their own voices. :) For us, the biggest problem is file-sharing software. If two or three customers are running Kazaa or Limewire or whatever it is the cool kids are using these days to download music and movies of questionable provenance, the other thirty folks on that tower will complain. Those folks have a legitimate beef, and that's not a problem. We look at the tower, see who's doing what, and make the problem go away (usually by temporarily disconnecting the customer running the P2P software). That's where the problems really start. That guy whose connection is spitting out about 100 packets per second on Limewire? He didn't read the contract, didn't listen to our installers (who are instructed to remind customers this kind of software is a no-no, and to explain in gentle non-technical terms why this is so), and it couldn't possibly be my little baby boy why he's a perfect angel (no he's not, he's a teenager, you remember what you were like when you were fifteen?). Usually, once is all it takes, but we do have an informal "three strikes" policy - if you continually annoy us (and all the other subscribers in your area) eventually we will ask you to find another ISP. One customer who persists in causing problems for dozens of other customers isn't worth it. David Smith MVN.net WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
Very well said. Customers 1-3 I bend over backward for. One customer recently was very vocal about their connection going downhill as the trees leafed out. I went as far as climbing 50 feet up several trees and topping them for this customer. That is not a PITA customer. (I have to admit, I had fun climbing!) :) The PITA I am talking about is the one with perfect LOS, a -64 - -66 with a noise level of -107 connecting to the AP at 54Mbits over 6 miles and complaining abusively every time there is a blip or small slowdown. Keep the stories coming. All of these experiences are worth their weight in gold. These experiences help all of those lurkers on the list that are reading intently. thanks all! ryan On Aug 17, 2007, at 9:46 AM, Jack Unger wrote: Nobody is proposing that customers should be disposed of "easily". We fight to obtain customers and we fight to keep them but disposing of a customer who is continually draining your resources or impacting the service that you deliver to others is a wise business decision, assuming that their complaints are not justified by your (not you personally George - I mean business owners collectively) failure to deliver what you told them to expect in terms of service. Complaints are caused by: 1. Mis-set expectations. As a WISP it's easy to promise more throughput than you can deliver either because you don't know how much throughput you are actually capable of delivering (very common in the WISP industy), or 2. Intentionally mis-leading customers about the throughput that they could expect to receive (not very common in the WISP industry), or 3. Poor system design or high interference levels (or the behavior of other mis-behaving customers) causing customer slowdowns that you did not or could not anticipate. 4. The small 1 percent or 2 percent of customers who "live to complain". These folks who believe that it is their mission in life to complain loudly, widely and continually to any and everyone within listening distance (in person, on the phone, on the Internet, etc) are the real culprits who, I believe, you should politely "invite" to find another service provider. Complaint causes number 1 through 3 above should be listened to respectfully and addressed promptly, correctly and thoroughly. But that's just my opinion... jack David E. Smith wrote: George Rogato wrote: Customers are hard to come by to dispose of them so easily. I wonder, I wonder what it is that is causing the customer to complain? I'll agree with the principle of this statement, that customers often have a legitimate reason for their complaints. Some folks, however, simply love the sound of their own voices. :) For us, the biggest problem is file-sharing software. If two or three customers are running Kazaa or Limewire or whatever it is the cool kids are using these days to download music and movies of questionable provenance, the other thirty folks on that tower will complain. Those folks have a legitimate beef, and that's not a problem. We look at the tower, see who's doing what, and make the problem go away (usually by temporarily disconnecting the customer running the P2P software). That's where the problems really start. That guy whose connection is spitting out about 100 packets per second on Limewire? He didn't read the contract, didn't listen to our installers (who are instructed to remind customers this kind of software is a no-no, and to explain in gentle non-technical terms why this is so), and it couldn't possibly be my little baby boy why he's a perfect angel (no he's not, he's a teenager, you remember what you were like when you were fifteen?). Usually, once is all it takes, but we do have an informal "three strikes" policy - if you continually annoy us (and all the other subscribers in your area) eventually we will ask you to find another ISP. One customer who persists in causing problems for dozens of other customers isn't worth it. David Smith MVN.net - --- WISPA Wants You! Join today! http://signup.wispa.org/ - --- -- Jack Unger ([EMAIL PROTECTED]) - President, Ask-Wi.Com, Inc. FCC License # PG-12-25133 Serving the Broadband Wireless Industry Since 1993 Author of the WISP Handbook - "Deploying License-Free Wireless WANs" True Vendor-Neutral Wireless Consulting-Training-Troubleshooting FCC Part 15 Certification for Manufacturers and Service Providers Phone (VoIP Over Broadband Wireless) 818-227-4220 www.ask-wi.com -- -- WISPA Wants You! Join today! http://signup.wispa.org/ -- -- -- WISPA Wireless List: wireless@wispa.org Subscribe/Un
Re: [WISPA] PITA customers...
On Fri, 17 Aug 2007, David E. Smith wrote: One customer who persists in causing problems for dozens of other customers isn't worth it. This is the crux of the problem. I can deal with a customer who is simply rude. If their activities negatively impact other customers, then I have no beef in turning them loose. In fact, it is an absolute benefit when those customers move to a competitor. Sort of a "...mess with me, that's one thing. Mess with my friends, that another thing entirely..." kinda deal. :-) -- Butch Evans Network Engineering and Security Consulting 573-276-2879 http://www.butchevans.com/ My calendar: http://tinyurl.com/y24ad6 Training Partners: http://tinyurl.com/smfkf Mikrotik Certified Consultant http://www.mikrotik.com/consultants.html WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
The biggest problem I have with customers is the ones that know it is the systems problem and could not possible be there computer. I do a service call and see that their computer is running 60+ process, has no anti-virus and is covered with spyware. Jory Privett WCCS - Original Message - From: "Jack Unger" <[EMAIL PROTECTED]> To: "WISPA General List" Sent: Friday, August 17, 2007 11:46 AM Subject: Re: [WISPA] PITA customers... Nobody is proposing that customers should be disposed of "easily". We fight to obtain customers and we fight to keep them but disposing of a customer who is continually draining your resources or impacting the service that you deliver to others is a wise business decision, assuming that their complaints are not justified by your (not you personally George - I mean business owners collectively) failure to deliver what you told them to expect in terms of service. Complaints are caused by: 1. Mis-set expectations. As a WISP it's easy to promise more throughput than you can deliver either because you don't know how much throughput you are actually capable of delivering (very common in the WISP industy), or 2. Intentionally mis-leading customers about the throughput that they could expect to receive (not very common in the WISP industry), or 3. Poor system design or high interference levels (or the behavior of other mis-behaving customers) causing customer slowdowns that you did not or could not anticipate. 4. The small 1 percent or 2 percent of customers who "live to complain". These folks who believe that it is their mission in life to complain loudly, widely and continually to any and everyone within listening distance (in person, on the phone, on the Internet, etc) are the real culprits who, I believe, you should politely "invite" to find another service provider. Complaint causes number 1 through 3 above should be listened to respectfully and addressed promptly, correctly and thoroughly. But that's just my opinion... jack David E. Smith wrote: George Rogato wrote: Customers are hard to come by to dispose of them so easily. I wonder, I wonder what it is that is causing the customer to complain? I'll agree with the principle of this statement, that customers often have a legitimate reason for their complaints. Some folks, however, simply love the sound of their own voices. :) For us, the biggest problem is file-sharing software. If two or three customers are running Kazaa or Limewire or whatever it is the cool kids are using these days to download music and movies of questionable provenance, the other thirty folks on that tower will complain. Those folks have a legitimate beef, and that's not a problem. We look at the tower, see who's doing what, and make the problem go away (usually by temporarily disconnecting the customer running the P2P software). That's where the problems really start. That guy whose connection is spitting out about 100 packets per second on Limewire? He didn't read the contract, didn't listen to our installers (who are instructed to remind customers this kind of software is a no-no, and to explain in gentle non-technical terms why this is so), and it couldn't possibly be my little baby boy why he's a perfect angel (no he's not, he's a teenager, you remember what you were like when you were fifteen?). Usually, once is all it takes, but we do have an informal "three strikes" policy - if you continually annoy us (and all the other subscribers in your area) eventually we will ask you to find another ISP. One customer who persists in causing problems for dozens of other customers isn't worth it. David Smith MVN.net WISPA Wants You! Join today! http://signup.wispa.org/ -- Jack Unger ([EMAIL PROTECTED]) - President, Ask-Wi.Com, Inc. FCC License # PG-12-25133 Serving the Broadband Wireless Industry Since 1993 Author of the WISP Handbook - "Deploying License-Free Wireless WANs" True Vendor-Neutral Wireless Consulting-Training-Troubleshooting FCC Part 15 Certification for Manufacturers and Service Providers Phone (VoIP Over Broadband Wireless) 818-227-4220 www.ask-wi.com WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup
Re: [WISPA] PITA customers...
Nobody is proposing that customers should be disposed of "easily". We fight to obtain customers and we fight to keep them but disposing of a customer who is continually draining your resources or impacting the service that you deliver to others is a wise business decision, assuming that their complaints are not justified by your (not you personally George - I mean business owners collectively) failure to deliver what you told them to expect in terms of service. Complaints are caused by: 1. Mis-set expectations. As a WISP it's easy to promise more throughput than you can deliver either because you don't know how much throughput you are actually capable of delivering (very common in the WISP industy), or 2. Intentionally mis-leading customers about the throughput that they could expect to receive (not very common in the WISP industry), or 3. Poor system design or high interference levels (or the behavior of other mis-behaving customers) causing customer slowdowns that you did not or could not anticipate. 4. The small 1 percent or 2 percent of customers who "live to complain". These folks who believe that it is their mission in life to complain loudly, widely and continually to any and everyone within listening distance (in person, on the phone, on the Internet, etc) are the real culprits who, I believe, you should politely "invite" to find another service provider. Complaint causes number 1 through 3 above should be listened to respectfully and addressed promptly, correctly and thoroughly. But that's just my opinion... jack David E. Smith wrote: George Rogato wrote: Customers are hard to come by to dispose of them so easily. I wonder, I wonder what it is that is causing the customer to complain? I'll agree with the principle of this statement, that customers often have a legitimate reason for their complaints. Some folks, however, simply love the sound of their own voices. :) For us, the biggest problem is file-sharing software. If two or three customers are running Kazaa or Limewire or whatever it is the cool kids are using these days to download music and movies of questionable provenance, the other thirty folks on that tower will complain. Those folks have a legitimate beef, and that's not a problem. We look at the tower, see who's doing what, and make the problem go away (usually by temporarily disconnecting the customer running the P2P software). That's where the problems really start. That guy whose connection is spitting out about 100 packets per second on Limewire? He didn't read the contract, didn't listen to our installers (who are instructed to remind customers this kind of software is a no-no, and to explain in gentle non-technical terms why this is so), and it couldn't possibly be my little baby boy why he's a perfect angel (no he's not, he's a teenager, you remember what you were like when you were fifteen?). Usually, once is all it takes, but we do have an informal "three strikes" policy - if you continually annoy us (and all the other subscribers in your area) eventually we will ask you to find another ISP. One customer who persists in causing problems for dozens of other customers isn't worth it. David Smith MVN.net WISPA Wants You! Join today! http://signup.wispa.org/ -- Jack Unger ([EMAIL PROTECTED]) - President, Ask-Wi.Com, Inc. FCC License # PG-12-25133 Serving the Broadband Wireless Industry Since 1993 Author of the WISP Handbook - "Deploying License-Free Wireless WANs" True Vendor-Neutral Wireless Consulting-Training-Troubleshooting FCC Part 15 Certification for Manufacturers and Service Providers Phone (VoIP Over Broadband Wireless) 818-227-4220 www.ask-wi.com WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
George Rogato wrote: Customers are hard to come by to dispose of them so easily. I wonder, I wonder what it is that is causing the customer to complain? I'll agree with the principle of this statement, that customers often have a legitimate reason for their complaints. Some folks, however, simply love the sound of their own voices. :) For us, the biggest problem is file-sharing software. If two or three customers are running Kazaa or Limewire or whatever it is the cool kids are using these days to download music and movies of questionable provenance, the other thirty folks on that tower will complain. Those folks have a legitimate beef, and that's not a problem. We look at the tower, see who's doing what, and make the problem go away (usually by temporarily disconnecting the customer running the P2P software). That's where the problems really start. That guy whose connection is spitting out about 100 packets per second on Limewire? He didn't read the contract, didn't listen to our installers (who are instructed to remind customers this kind of software is a no-no, and to explain in gentle non-technical terms why this is so), and it couldn't possibly be my little baby boy why he's a perfect angel (no he's not, he's a teenager, you remember what you were like when you were fifteen?). Usually, once is all it takes, but we do have an informal "three strikes" policy - if you continually annoy us (and all the other subscribers in your area) eventually we will ask you to find another ISP. One customer who persists in causing problems for dozens of other customers isn't worth it. David Smith MVN.net WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
Customers are hard to come by to dispose of them so easily. I wonder, I wonder what it is that is causing the customer to complain? Maybe you can expand on why they are complaining or what the problem is for that particular customer. Also, Brian, if you don't call your customers back, regardless if they are a pain in the ass or who's fault it is, you will get a bad reputation. George -- George Rogato Welcome to WISPA www.wispa.org http://signup.wispa.org/ WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
Back in our dialup days, we when we started cueing up calls with "this call will be recorded for quality control purposes", sure did its job of significantly reducing PITA calls. Besides filtering out PITA calls, it kept our employees on their toes as well. Frank - Original Message - From: "John Scrivner" <[EMAIL PROTECTED]> I can tell you that if you listen closely, even to those PITAs, sometimes you learn things you need to know. It may be that someone is doing things to that sector that are killing service quality for your PITA customer. I try hard to give the average PITA the benefit of the doubt as long as I can. Sometimes I learn things I need to know about my own network. Truth is we all get some of these PITAs, though, that seem to be devoid of logic, tact and common sense and I think most of us are probably all doing the same things with small exceptions when it comes to firing the bad customer. I try to let them go as amicably as I can. It makes it harder for the PITA to try to paint you as a jerk to others if you are professional and courteous in all your correspondence with them. Occasionally the PITA becomes a faithful and loyal supporter of your company if you can actually eliminate all their concerns. It is rare but they will bring you countless customers if you get past all their issues. Like others here I am sure, I have to say there is something cathartic about the feeling of knowing you gave them their walking papers after you did all you could to please them. I know my staff wants to throw a party when some of the PITAs leave. :-) Scriv WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
I can tell you that if you listen closely, even to those PITAs, sometimes you learn things you need to know. It may be that someone is doing things to that sector that are killing service quality for your PITA customer. I try hard to give the average PITA the benefit of the doubt as long as I can. Sometimes I learn things I need to know about my own network. Truth is we all get some of these PITAs, though, that seem to be devoid of logic, tact and common sense and I think most of us are probably all doing the same things with small exceptions when it comes to firing the bad customer. I try to let them go as amicably as I can. It makes it harder for the PITA to try to paint you as a jerk to others if you are professional and courteous in all your correspondence with them. Occasionally the PITA becomes a faithful and loyal supporter of your company if you can actually eliminate all their concerns. It is rare but they will bring you countless customers if you get past all their issues. Like others here I am sure, I have to say there is something cathartic about the feeling of knowing you gave them their walking papers after you did all you could to please them. I know my staff wants to throw a party when some of the PITAs leave. :-) Scriv Jack Unger wrote: Ryan, Here's one strategy for you to consider for the PITA customer. jack "Dear Mr. (Mrs.) xxyyzz, Thank you for your telephone call yesterday. I'm sorry that our service did not live up to your expectations. I believe that your needs would be better served if you ordered Internet service from another Internet Service Provider. Accordingly, we will terminate your service 30 days from today on unless you advise us of an earlier date. We will stop by to pick up our equipment on unless you advise us of an earlier date. Thank you again for the opportunity to serve you and best of luck with your new service provider. Best Regards, ** D. Ryan Spott wrote: I am looking for advice and examples of what to do with PITA customers. I have a few that are just shy of abusive on the phone. Do you read them the riot act? Do you turn them off? Do you collect an early termination fee? Share your stories or policies. Thanks! ryan WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
Ryan, Here's one strategy for you to consider for the PITA customer. jack "Dear Mr. (Mrs.) xxyyzz, Thank you for your telephone call yesterday. I'm sorry that our service did not live up to your expectations. I believe that your needs would be better served if you ordered Internet service from another Internet Service Provider. Accordingly, we will terminate your service 30 days from today on unless you advise us of an earlier date. We will stop by to pick up our equipment on unless you advise us of an earlier date. Thank you again for the opportunity to serve you and best of luck with your new service provider. Best Regards, ** D. Ryan Spott wrote: I am looking for advice and examples of what to do with PITA customers. I have a few that are just shy of abusive on the phone. Do you read them the riot act? Do you turn them off? Do you collect an early termination fee? Share your stories or policies. Thanks! ryan WISPA Wants You! Join today! http://signup.wispa.org/ -- Jack Unger ([EMAIL PROTECTED]) - President, Ask-Wi.Com, Inc. FCC License # PG-12-25133 Serving the Broadband Wireless Industry Since 1993 Author of the WISP Handbook - "Deploying License-Free Wireless WANs" True Vendor-Neutral Wireless Consulting-Training-Troubleshooting FCC Part 15 Certification for Manufacturers and Service Providers Phone (VoIP Over Broadband Wireless) 818-227-4220 www.ask-wi.com WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
D. Ryan Spott wrote: Do you read them the riot act? Do you turn them off? Do you collect an early termination fee? Try this line (or a similar tact:) "We are sorry you are not happy with our service. Unfortunately thare isn't anything else we can do to improve the service we are receiving. We really don't want to have any unhappy customers, as a result, we will be more than happy to come out and get our equipment and refund your installation fee". This typically either shuts them up or gets rid of them. At the point we do this either one is ok. -forrest WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
I've been known to fire customers like that. Life is too short to put upwith crap like that. I felt really good after that too. --- "D. Ryan Spott" <[EMAIL PROTECTED]> wrote: > I am looking for advice and examples of what to do > with PITA customers. > > > > I have a few that are just shy of abusive on the > phone. > > > > Do you read them the riot act? Do you turn them off? > Do you collect an early > termination fee? > > > > Share your stories or policies. > > > > Thanks! > > > > ryan > > > WISPA Wants You! Join today! > http://signup.wispa.org/ > > -- > WISPA Wireless List: wireless@wispa.org > > Subscribe/Unsubscribe: > http://lists.wispa.org/mailman/listinfo/wireless > > Archives: http://lists.wispa.org/pipermail/wireless/ > Be a better Globetrotter. Get better travel answers from someone who knows. Yahoo! Answers - Check it out. http://answers.yahoo.com/dir/?link=list&sid=396545469 WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
Usually all I need to do is firmly let them know that their current attitude will not be tolerated. I basically treat them as I would my children if they are acting up, 9 times out of 10 they apologize and back down because usually it is just because they are frustrated with some aspect of their services (usually crap on their machines). For the 1 in 10 who continue to be rude I will apologize for 'not being able to provide the level of service that they require for the price I am charging' and tell them someone will be over to pick up the equipment on the next business day. If they are REALLY a PITA I don't back down when they start apologizing profusely at this point. I don't worry too much about the bad word of mouth because these people are usually this rude to most everyone around them so they don't get much sympathy or credit when they start bitching about something. Sam Tetherow Sandhills Wireless D. Ryan Spott wrote: Yes, But how do you do that? Do you write them a letter? Repo your gear? ryan WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
On Thu, 16 Aug 2007, D. Ryan Spott wrote: I am looking for advice and examples of what to do with PITA customers. Hmm. This is a tough question, really. It depends more on what they are doing to make themselves a PITA. Just a couple of stories perhaps will tell you how I handle that kind of thing. Many years ago (this was during the heyday of dialup), I had a customer who I saw scanning my servers. He was a young kid, but I knew he was capable to do what I saw him do. For him, I called his mother and let her know what was happening, and let her know that it would not be tolerated. She went on the defensive immediately. "My son would not do intentional harm..." and the like. At any rate, I let her know it couldn't continue. The very next day, I saw a dramatic increase in the same activity from his IP. I called his mother again, and asked to speak with her son and her at the same time. She got him on the phone, and I explained that what he was up to was criminal, and if I saw it again, we would file charges and their account would be terminated. Again, the excuses, but when we saw it again, I spoke to a friend of mine, who just happened to be the constable in their town (their next door neighbor, in fact). He had no clue what he was saying, but he went by there and told them of the complaint. We dropped the account, then called each of our competitors who offered local dialup in the area, provided evidence and left it at that. When they moved about a year later, I don't think they had ever been able to get online since that day (at least not local). Another customer on an ISP that I am a small owner in was running a game server. We repeatedly noticed that he was causing issues for the other customers. I asked him repeatedly to move the game server off my network. He never complied, so I began creating an increasingly difficult situation for him by firewalling and queueing his connection until he moved to another network. In this case, I WANTED him on the competitor's network (his only option was 1 of 3 802.11b networks). Good riddance. One other story. This customer was one who had grandkids that came in and were installing P2P apps on her computer. She knew nothing about it, but it continued to happen. We continued to help her get rid of the software (3 or 4 times) until she finally was convinced that her "sweet grandkids" would no longer be able to use her computer. Problem solved, and we kept a customer. Scored some good word of mouth in the process as well. I have a few that are just shy of abusive on the phone. This type I generally just tolerated to a point. If they are just rude, then that is just part of what happens when your customer base grows large enough. This is a hard one, because I know how I would LIKE to handle it...Just not a good idea to go there. FWIW, I've got stories like the ones above (many of them) from every ISP I have owned/worked for. This is just a part of the game that you have to deal with. -- Butch Evans Network Engineering and Security Consulting 573-276-2879 http://www.butchevans.com/ My calendar: http://tinyurl.com/y24ad6 Training Partners: http://tinyurl.com/smfkf Mikrotik Certified Consultant http://www.mikrotik.com/consultants.html WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
Well, not very tactfully usually. I ignore them until they leave. Then I go get me gear when they cancel. I think it's better if they cancel, then it;s their decision. Sure, you get a little bad word of mouth, but they were already talking bad about you anyway because they were not happy. Brian D. Ryan Spott wrote: Yes, But how do you do that? Do you write them a letter? Repo your gear? ryan -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] On Behalf Of Brian Rohrbacher Sent: Thursday, August 16, 2007 5:41 PM To: WISPA General List Subject: Re: [WISPA] PITA customers... A wise man once told me that 10% of your customers cause you 90% of your work. With that advice I decided the best thing to do was send the 10% to my competition. Brian D. Ryan Spott wrote: I am looking for advice and examples of what to do with PITA customers. I have a few that are just shy of abusive on the phone. Do you read them the riot act? Do you turn them off? Do you collect an early termination fee? Share your stories or policies. Thanks! ryan WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
RE: [WISPA] PITA customers...
Yes, But how do you do that? Do you write them a letter? Repo your gear? ryan -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Brian Rohrbacher Sent: Thursday, August 16, 2007 5:41 PM To: WISPA General List Subject: Re: [WISPA] PITA customers... A wise man once told me that 10% of your customers cause you 90% of your work. With that advice I decided the best thing to do was send the 10% to my competition. Brian D. Ryan Spott wrote: > I am looking for advice and examples of what to do with PITA customers. > > > > I have a few that are just shy of abusive on the phone. > > > > Do you read them the riot act? Do you turn them off? Do you collect an early > termination fee? > > > > Share your stories or policies. > > > > Thanks! > > > > ryan > > > WISPA Wants You! Join today! > http://signup.wispa.org/ > > WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] PITA customers...
A wise man once told me that 10% of your customers cause you 90% of your work. With that advice I decided the best thing to do was send the 10% to my competition. Brian D. Ryan Spott wrote: I am looking for advice and examples of what to do with PITA customers. I have a few that are just shy of abusive on the phone. Do you read them the riot act? Do you turn them off? Do you collect an early termination fee? Share your stories or policies. Thanks! ryan WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
[WISPA] PITA customers...
I am looking for advice and examples of what to do with PITA customers. I have a few that are just shy of abusive on the phone. Do you read them the riot act? Do you turn them off? Do you collect an early termination fee? Share your stories or policies. Thanks! ryan WISPA Wants You! Join today! http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
