Best of the ISP-Lists

Problem Customers, Take Two

Back in May, we ran a column about how to handle dialup users in need of constant hand holding. Today, members of ISP-Tech take on this persistent problem.

[December 14, 1999]

On the ISP-Tech list in July 1999, BS asked for some help in dealing with "problem customers."

"Any suggestions on how to handle those customers who require hours and hours of tech time? Some call 5 or 6 times a day, others are just so afraid of their computers that we end up tutoring them in even the basic basics. So, how do you tell a customer: a) we just don't have the time you require; b) take a class then call back, c) quit calling us and do your homework; d) you have cheap equipment and it isn't going to work like you want it to. It isn't our system, it's your 8 MB 14.4?"

 

More than one respondent advised an ounce of prevention:

[S wrote] Make sure you have system requirements listed somewhere on all your advertising—or at least your AUP. Don't give yourself unnecessary headaches by signing up someone with a 268."

[R took this to its logical conclusion] "We actually go out on site for every new sign-up that wants it and set them up free of charge. It saves us lots of headaches and really cuts our tech time down. We also refer them to these web sites—New User University [http://www.newbie-u.com/] and Learn The Net [http://www.learnthenet.com/English/index.html]."

A number of folks extolled the value of educating customers:

[CP wrote] "If you use your time to teach the customers a little bit of how their system works, they (for the most part) want to learn and will actually try to fix the problem the next time before calling."

[RWW, however, pointed out] "I think the concept, 'Give a man a fish, feed him for a day. Teach a man to fish, feed him for life' applies here. However, some people will never be able to fish ."

Several respondents thought the best way to deal with problem customers was to hit them in the pocketbook—or threaten to.

[TW suggested] "Perhaps an 'enhanced subscription plan' would supplement your tech budget while helping the 'technically challenged.'"

[TN shared an ingenious and effective method] "Invoice your customer for the time and then give them a 100 percent 'preferred customer' discount. Once you have a record of these invoices, you can say to the customer, 'Look, we have spent $X on tech service for you over the past year. Unfortunately, we are going to have to start charging $X for additional service.' We have never lost a customer by doing this because they can see and understand exactly the commitment and service we have given them. If that doesn't work, you have only lost what is probably an unprofitable customer anyway."

—End

Read the original Dealing with Problem Customers.