Is it a comparable service? What do you give versus what they give? On Tue, Oct 13, 2009 at 2:13 PM, Mike <[email protected]> wrote: > Rick: > > The competition that came at me is 39.00. Mine, if you pay promptly > is 42.50. They intentionally came in under me. Like I've said, only > 2 have jumped ship. > > At 11:08 AM 10/13/2009, you wrote: >>But, do the ones who have a choice for cheaper service and out of >>contract stay with you? >>-RickG >> >>On Mon, Oct 12, 2009 at 11:28 PM, Mike <[email protected]> wrote: >> > Similar to your example of perceived value, we extract a capital fee >> > up front when putting on a new customer. My accountant described it >> > like joining a health club, you get to use the equipment but don't >> > get to take it home. The fee is the real cost of installing. Easy >> > ones are 150 bucks. Others vary according to difficulty. So they >> > buy in to the whole thing from the get go. >> > >> > Our rates are 45.00. If you pay on time, from email billing, you >> > take off 2.50 and its 42.50. >> > >> > I think I have a very loyal bunch of customers. I didn't know what >> > to expect when the two year contracts started expiring, but MOST have >> > stayed with us. >> > >> > Best Regards, >> > >> > Mike >> > >> > At 09:47 PM 10/12/2009, you wrote: >> >>Mike, >> >> >> >>Since I began working, even as a teenager, I worked 60-80 hours a week >> >>giving customers the best I could. I'm now 49 and still work at least >> >>that many hours. At least now, I own my company and do it for myself. >> >>In fact, before I owned my own company my reputation was "Mr.Service". >> >>Heck, I've watched the sun rise from a customers computers! People >> >>have always told me I have a great work ethic. I have always thought - >> >>give'em great service and they'll stick. It's not true! Given the >> >>opportunity, for less than $5/month they WILL switch without even an >> >>apology! >> >>So, dont get me wrong, I still give great service but have realized I >> >>have previously given too much. All I did was take a lot of time away >> >>from my family to help customers that only appreciate it at the time. >> >>Again, I'm not saying dont give great service - what I am saying is >> >>dont give away the store. Maybe you can afford it but every move you >> >>make should be profitable, otherwise you will end up out of business >> >>or in a poor mental state from work burnout. Have you ever looked at >> >>the competition knowing you give better service yet they are still >> >>winning? In fact, I've seen more people respect the competition >> >>because they are higher priced or charge for everything. It is truly a >> >>mindset. I believe there is a balance that must constantly be >> >>maintained. Which is why I asked the question, billable or not? >> >>Again, your business model may be different but using you scenario >> >>below is difficult to achieve in mine. Perhaps your monthly rates are >> >>higher, installation higher, or your bottom line is not as important >> >>to you? Somebody always has to pay the piper. Most people understand >> >>capitolism and the need to be profitable so you can pay the bills. >> >>What good is it to go out of business just so they can go back to dial >> >>up? >> >>Furthermore, I have found another interesting outcome by giving work >> >>away - other customers either come to expect it or get jealous. >> >>What is really expected by the customers who give you their hard >> >>earned money is a good product for what they pay. They also deserve an >> >>efficiently run company with proper business practices to get the most >> >>bang for their bucks. And on that note, isnt there always something to >> >>do to improve the network? Why give so much time to one customer when >> >>you can work on the network and improve it for all? I realzie you said >> >>minor things but it all adds up. What they should expect is exactly >> >>what you put in the contract and/or TOS. In my case, it's the >> >>bandwidth I promised them and working equipment to get it there. All >> >>else is not part of the contract and therefore should be billable. >> >> >> >>-RickG >> >> >> >>On Mon, Oct 12, 2009 at 9:48 PM, Mike <[email protected]> wrote: >> >> > When I was a young man, a writer, I was idealistic and ready to >> >> > conquer the world. In short order I grew up and lost my >> >> > idealism. Since starting this business I have regained some of >> >> that idealism. >> >> > >> >> > My experience is the opposite. I usually take care of those >> >> > customers who need minor help with things THEY consider part of MY >> >> > network. I would not have gone overhead unless there was no way to >> >> > trench. Direct burial cable is cheap. A trench can be made with a >> >> > power edger with a new blade. An aerial should be tied to a >> >> > supporting rope or wire. >> >> > >> >> > Most of my customers knew they couldn't get Internet except slow >> >> > dialup before we came along. Is it loyalty? A new company has been >> >> > selling in my county off of their cellular towers. I have only lost >> >> > 2 customers to them. >> >> > >> >> > Never underestimate the power of good customer service. >> >> > >> >> > Mike >> >> > >> >> > At 07:58 PM 10/12/2009, you wrote: >> >> >>I used to think that but I have found no matter how much you give >> >> >>away, there is no loyalty! The monthly rate is all most care about. >> >> >> >> >> >>On Mon, Oct 12, 2009 at 11:40 AM, Mike <[email protected]> wrote: >> >> >> > If it is a good customer, I'd either do it for nothing, or for >> >> >> > materials. You may just retain that customer for the next two years >> >> >> > because of your good will. >> >> >> > >> >> >> > If he is prepared for $50 and its easy and doesn't take you long, >> >> >> > you can say give me $20.00 for the cable and the custom ends, and >> >> >> > we'll call it even. >> >> >> > >> >> >> > Either way, you'll make a friend/keep a customer; and they do talk. >> >> >> > >> >> >> > Our hourly billing is $60. Usually to make network settings, get >> >> >> > virus protection on a machine ... >> >> >> > >> >> >> > >> >> >> > At 09:52 AM 10/12/2009, you wrote: >> >> >> >>Here's the scenario: Customer has an aerial ethernet run from his >> >> >> >>garage to his home. A tree branch fell and cut the line. I told him >> >> >> >>we'll replace it for a $50 fee. Does this sound fair? >> >> >> >>Also, does anyone have a fee schedule they use for billable calls? >> >> >> >>Thanks! >> >> >> >>-RickG >> >> >> >> >> >> >> >> >> >> >> >>------------------------------------------------------------------ >> >> >> -------------- >> >> >> >>WISPA Wants You! Join today! >> >> >> >>http://signup.wispa.org/ >> >> >> >>------------------------------------------------------------------ >> >> >> -------------- >> >> >> >> >> >> >> >>WISPA Wireless List: [email protected] >> >> >> >> >> >> >> >>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: [email protected] >> >> >> > >> >> >> > 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: [email protected] >> >> >> >> >> >>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: [email protected] >> >> > >> >> > 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: [email protected] >> >> >> >>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: [email protected] >> > >> > 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: [email protected] >> >>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: [email protected] > > 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: [email protected] Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
