Yeah. We have some customers that get what I consider crappy service from us. There's just nothing we can do to make it better. But they are "happy" because crappy service from us is still cheaper and/or better than any other options they have.
We just make sure to set the expectations right when we go in if the situation looks bad (long range, obstructions etc.). If things don't work like I think they should I'll usually give people a 2 or 4 week trial period. I'll not let them pay for the equipment service etc. until they've had time to decided that it'll work or not. We did this for months for one customer. Totally free service for him. I was finally able to get back out to his place to try a different location on the house. It still worked like crap. He finally forked over about $800.00 for a ptp link from him to another location that we could get to. He's now got great service and is a very happy camper. If we'd not have taken the time to work with him like we did he'd not likely have spent the money to install the dedicated link to his place. laters, marlon ----- Original Message ----- From: "Justin Wilson" <li...@mtin.net> To: "WISPA General List" <wireless@wispa.org>; "Steve Barnes" <st...@pcswin.com> Sent: Wednesday, May 05, 2010 8:15 AM Subject: Re: [WISPA] Found a spot > The 3 worst customers I have are a friend I meet every Friday with for > breakfast and 2 relatives. I worked way too hard to get them service and > should have just told them no. Instead I get a weekly report of all the > things they can't do on our service. I had a friend like this. I stopped having lunch with him until he got the hint. :-) Seriously though it¹s about managing expectations. If you are up front with a potential customer they will thank you for it. If your network can¹t support what you sell then the network needs to be upgraded or what you are selling needs to be re-thought. I am a big fan of firing customers. If the service can't do what they want then they need to move on. I think customers are interested in the following (order varies on customer, competition in area, and other factors) -Quality of service -Pricing -Support -ease of use -Support for non standard things (VPN, P2P, etc.) I think Comcast and the others are learning it¹s not good to block p2p. Instead ding the customer if they go over X amount of gigs a month. Justin -------------------------------------------------------------------------------- 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/
