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 Message ----- From: "RickG" <rgunder...@gmail.com> To: "WISPA General List" <wireless@wispa.org> Sent: Saturday, April 24, 2010 11:28 AM Subject: Re: [WISPA] Today I fied a customer and I liked it! WAS An Old Woman 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 experience running ISP's that was bad but I did it anyway. As fate would have it, that did not work out so well. When I bought the current WISP, I swore not to make the same mistakes again. Funny thing was, the previous owner was doing the same thing! So, it didnt take long and one of my guys had an issue with an unreasonable customer. We took a lighting hit at a repeater and he complained we should give him a free month. After a bit of research, I found out this guy has always been a complainer. So, told him, "sorry we cant meet his expectations" and asked when we can pick up his equipment. -SILENCE! Then, uh, uh, you dont have to do that. I'm sorry I've been a pain. LOL, what a feeling when tables are reversed. Now, I would never hold anything over a person and I treat everyone the same, but it really comes down to expectations. I did sales for a short time in a previous life. Finding out the customers expectations and making sure you can meet them is key to a good relationship. At any rate, after reviewing the subsequent posts, it is nice that we can all share things with others here that can identify with our experiences. Thanks to all here for being a ear to vent to, a source for understanding, and a resource of ideas! On Thu, Apr 22, 2010 at 9:54 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 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 rules. Told my cousin, who was my > volunteer, > I'd be back after I get this kid all fixed up. So I go to boys house. > Lives with grandparents. The place is like a postcard. Very unbelievably > anal. Calculations put me 20 feet up for bottom of Fresnel. Grandpa says > "Nope", can't put it on the house. (2 story, tall place) No antenna > tower....... Well too bad then. But "Josh", 15, makes the sad story to me > so I bend again and spring for a 4 foot hole, 6 bags of cement, 40 foot > mast, ect.......... Way out back behind the shed. Tell them all it will > take probably a week to get it all set to be perfect. Well here it is, > been > a week. Of course, grandma yells at me last night, has a big attitude. > Today, boy calls, "Internet not working" Attitude again. (I'm monitoring > all day, problem is obviously is with his PC) I remind him that old man > said no house mount (has a very nice big chimney to clam on to) and I was > monitoring the signal all day today, and I was. Has a -74 ALL DAY! He's 7 > miles out with trees........ But still very good signal. So teen boy, > "Josh" tells me "Grandpa said that if you don't come out right now to fix > it > you need to come tomorrow and take everything out including "the pole" > because it's UNRELIABLE" > > Oppps! Said the wrong thing. I closed the store, went home and picked up > my saws all, drove out....... Pulled out the big cable cutters........ > Josh boy comes over on his ATV........ "What ya think is wrong?" I > say....... "I'm sorry, grandpa says we're unreliable so I'm just gonna > help > you all out and take it all down. > > Deer eyes in the headlights. > > Bluff called. > > Cut the cable, took down top section. Grandpa comes out. "Sorry we weren't > reliable sir, I told you it would take about a week but I don't want to > cause you anymore pain........." > > "Uh, uh, uh......." He says. > > Sawsall. Last section. "Josh, can you go get me the power injector and > power supply?" Okay....... > > In and out. > > YOU'RE FIRED! > > I'm working on a clause in our terms of service concerning "Unreasonable > Customers". From now on, I reserve the right to fire unreasonable > customers. > > The truth is, I really don't give a damn if I provide quality internet at > a > more than reasonable price to people who are jerks to us. Life is too > short. I'm a nice guy, (Too nice, so says Gene Kelly... YO, GENE!) I'm > done with unreasonable, pushy people. They need to sign a "I Won't Be A > Jerk" agreement. And yes, I'm making one. > > Enjoy. > > Bob- > > > > > > > > > > ----- Original Message ----- > From: "RickG" <rgunder...@gmail.com> > To: "WISPA General List" <wireless@wispa.org> > Sent: Thursday, April 22, 2010 1:44 PM > Subject: Re: [WISPA] An Old Woman > > > That as good as the old man who asked my installer if he was spending > the night since its so late! > > On Thu, Apr 22, 2010 at 12:46 AM, Robert West > <robert.w...@just-micro.com> wrote: >> An old woman yelled at me tonight. >> >> "It's Ten O'clock, it's time to come down!" >> >> I work 24 hours a day. Old woman pissed me of. >> >> Had to share. >> >> Almost took my anenna home with m. >> >> >> >> -------------------------------------------------------------------------------- >> 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/ > > > > > > -------------------------------------------------------------------------------- > 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/ -------------------------------------------------------------------------------- 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/
