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. > > Justin >-- >Justin Wilson <j...@mtin.net> >http://www.mtin.net/blog >Wisp Consulting Tower Climbing Network Support > > > >From: RickG <rgunder...@gmail.com> >Reply-To: WISPA General List <wireless@wispa.org> >Date: Sat, 24 Apr 2010 11:28:51 -0400 >To: WISPA General List <wireless@wispa.org> >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! 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