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 ref
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 s
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'"
ng 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.
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.
W
t, 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
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 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
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 yo
ivett
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
"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
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
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
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 f
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 c
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, s
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, regardl
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 --
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 c
Ryan,
Here's one strategy for you to consider for the PITA customer.
jack
"Dear Mr. (Mrs.) xxyyzz,
Thank you for your telephone
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 receivin
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 a
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 thei
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
t: 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 cust
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
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 ju
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
-
28 matches
Mail list logo
