It sounds like you are a "character"! I'm glad your marketing and service efforts are paying off. I actually have had much the same results. Good work and Thanks! -RickG
On Wed, Oct 14, 2009 at 7:25 AM, Mike <m...@aweiowa.com> wrote: > Actually, since they are a cellular company and can have unlimited > bandwidth, they are faster right now. That will change as they build > out. The customer money stays local instead of going out of town > when they "shop" with me. > > I write a weekly column for the paper so am well known in the area; > that helps a bunch. > > I drive a trailer to local events and set up free WiFi. That has > certainly raised awareness. > > I have brought broadband to people who absolutely couldn't get it any > other way. National statistics will show there is a definite boost > to property value if a household is able to get high speed > Internet. I've actually had people make a house buying decision on > whether we could bring them broadband or not. > > I have a flashing light I can turn on placed on 2 of the towers. A > site survey begins by a phone conversation, turning on the light and > "can you see it now?" That has really helped and raised awareness. > > Superior customer service. Money stays locally. Dealing with a > local character. > > Mike > > At 06:09 PM 10/13/2009, you wrote: >>Is it a comparable service? What do you give versus what they give? >> >>On Tue, Oct 13, 2009 at 2:13 PM, Mike <m...@aweiowa.com> 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 <m...@aweiowa.com> 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 <m...@aweiowa.com> 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 <m...@aweiowa.com> 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: wireless@wispa.org >> >> >> >> >> >> >> >> >> >>Subscribe/Unsubscribe: >> >> >> >> >>http://lists.wispa.org/mailman/listinfo/wireless >> >> >> >> >> >> >> >> >> >>Archives: http://lists.wispa.org/pipermail/wireless/ >> >> >> >> > >> >> >> >> > >> >> >> >> > >> >> >> >> > >> >> >> >> > >> >> >> >> >> >> >> >> >> >> -------------------------------------------------------------------------------- >> >> >> >> > WISPA Wants You! 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