Justin Wilson li...@mtin.net wrote:
Rick hit the nail on the head! It¹s all about expectations. If
customers want 100% uptime they need to pay lots of $ each month or have a
redundant connection. If customers are expecting 100% uptime for even $70 a
month they need to re-think things.
I imagine most of us on this list has been there, done that! If your
new to this business or even business in general you must learn how to
stand up for your business. With the first WISP I owned in West Palm,
I would do anything to get a customer into billing. I knew better from
my past
Rick hit the nail on the head! It¹s all about expectations. If
customers want 100% uptime they need to pay lots of $ each month or have a
redundant connection. If customers are expecting 100% uptime for even $70 a
month they need to re-think things.
Justin
--
Justin Wilson
I have experienced that sense of relief when a customer called and
cancelled.
I have also decided that God put me in this position to teach me patience,
and that firing the customer was failing to learn my lesson.
God, give me patience already NOW!.
Sigh.
++
In ten years I've fired, I think, 3 customers. This last one was pretty
tame!
One was very memorable as it was them trying to get me in a shouting match
in the parking lot. And what did I keep saying to them?
Have a nice day.
That seems to piss them off even more.
Bob-
- Original
I thought I was the only one who spent many hours on the phone to get them
back on the sat connection after convincing them they have a wireless router of
thier ownMade the mistake of offering service and now they think it's a
scam! How many hours should one spend on the phone with a
Bob,
Thanks for sharing this story. The evil in me was happy to see this.
:-)
Justin
--
Justin Wilson j...@mtin.net
http://www.mtin.net/blog
Wisp Consulting Tower Climbing Network Support
From: Robert West robert.w...@just-micro.com
Reply-To: WISPA General List
90% of your problems and aggravations are less than 3% of your
customer base. The worst ones I send to my competition (small evil
grin).
I simplify things in a couple of ways. 1. I tell my installers that
if they let the customer drive the install they are fired.
2. I make each customer sign
People rarely read contracts much less understand them. I have found
many people view anything related to a wireless install as something they
don¹t understand. How many times have installers been asked if the hole
they drill is a ³special type of hole² or something goofy like that. I bet
Ah... But it got better today.
This customer was the ONLY one on a very NEW AP. Teenage grandson begged
and begged to be installed. I never install a paying customer until I test
and test and tweak with a volunteer and it's perfect and near bullet proof.
But Josh begs and I bend the
Bending backward, Or in any direction only leads to bad things...
Nick Olsen
Network Engineer / Customer Support
(321) 205-1100 x106
From: Robert West robert.w...@just-micro.com
Sent: Thursday, April 22, 2010 9:55 PM
To: WISPA General List
Yep. And I know better.
I have that unwritten rule but I gave in to a kid. Kids suck.
- Original Message -
From: Nick Olsen n...@brevardwireless.com
To: WISPA General List wireless@wispa.org
Sent: Thursday, April 22, 2010 10:18 PM
Subject: Re: [WISPA] Today I fied a customer and I
Thats pretty similar to our NO EXCUSES policy I implemented a few weeks
back, no excuses for anyone..
IT started with my installers giving me excuses on why jobs weren't getting
done, then followed with why customers aren't paying, then continued with
the you have unreliable service lines..
Why did you use my name? :(
On 4/22/10, Robert West robert.w...@just-micro.com wrote:
Ah... But it got better today.
This customer was the ONLY one on a very NEW AP. Teenage grandson begged
and begged to be installed. I never install a paying customer until I test
and test and
Josh Luthman j...@imaginenetworksllc.com wrote:
Why did you use my name? :(
On 4/22/10, Robert West robert.w...@just-micro.com wrote:
Ah... But it got better today.
This customer was the ONLY one on a very NEW AP. Teenage grandson begged
and begged to be installed. I never
Sounds like a good idea. Pass me a copy. I'd like some ideas also.
Sent from my iPhone
On Apr 22, 2010, at 8:54 PM, Robert West robert.w...@just-
micro.com wrote:
Ah... But it got better today.
This customer was the ONLY one on a very NEW AP. Teenage grandson
begged
and begged
And I'm with ya, pal! Honestly, I work up to 18 hours a day, 7 days a week.
I really have no time for whining and hand holding. This is why I told
these people up front what the process would be and still they get all pissy
even after a totally FREE installation which they were told was to
Sorry, dude. Boys name is really Josh but you're a lot smarter and don't
live with mean old grandma.
Bob-
- Original Message -
From: Josh Luthman j...@imaginenetworksllc.com
To: WISPA General List wireless@wispa.org
Sent: Thursday, April 22, 2010 10:27 PM
Subject: Re: [WISPA] Today I
Did you actually tell them YOUR FIRED ???
Congrats if you did, I know we've all wanted to do that at times to certain
customers...
Kurt Fankhauser
WAVELINC
P.O. Box 126
Bucyrus, OH 44820
419-562-6405
www.wavelinc.com
-Original Message-
From: wireless-boun...@wispa.org
Regretfully no. I went the other route, was so overly nice and respectful
(Almost to the edge of sarcasim) I'm sure they felt like total jerks, or at
least normal folk would. A big smile on my face and a saws-all in my hand.
But I was worked up, I can tell ya that.
Bob-
- Original
Thats funny, but we can relate. I like the one where the people call and
tell us we hijacked their computer and we can't do that and how they are
going to call (whoever). The only page their computer can open is our
hotspot page cause no matter where they go they get redirected to our
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