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  Post #16 (permalink)   05-19-2009, 12:40 PM
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Originally Posted by NETEL_MAX View Post
We have customers like this once in a while ... they take 70% of all your support, mostly out of ignorance, they leave after a while ... the funniest is a lot of them actually come back when they realize they did have good service !
i agree with this fact, i view a lot of client left and come back because they are not able to have the same service as we provide.
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  Post #17 (permalink)   05-19-2009, 07:25 PM
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Originally Posted by shockym View Post
Ever just have one of those days that feels like the first Monday back at work where everything goes wrong? I just had someone contact me and tell me that it is my fault that his AVS does not match up. And now he is 'taking his business elsewhere' as my billing system is 'stupid'.

Are these people even for real?
Mondays are the worst days for all businesses. I do live chat, phone support and answer tickets and I can not believe the half wits I come across and it seems like on Mondays they all come out to play. Hang in there because tomorrow is Tuesday
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  Post #18 (permalink)   05-31-2009, 07:37 PM
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Quote:
Originally Posted by NETEL_MAX View Post
We have customers like this once in a while ... they take 70% of all your support, mostly out of ignorance, they leave after a while ... the funniest is a lot of them actually come back when they realize they did have good service !
I've had a few like that.
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  Post #19 (permalink)   05-31-2009, 11:05 PM
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Yep, clients sometimes need to leave in order to see what they had and what their missing out on if they do not move back.
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  Post #20 (permalink)   05-31-2009, 11:40 PM
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In the past I've made the mistake of going above and beyond too much. Like if it was a slow day I'd do way more than "full support/management".. That's all well and good on slow days, but then those customers expect such attention even on the really busy days. I've lost a few customers because of that, but as said before most come back when they realize how good it was even on my busy days
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  Post #21 (permalink)   06-01-2009, 09:56 AM
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Let's not forget that there are plenty of kiddie hosts out there that are not above playing games - like sabotaging other providers businesses. I bring this up because I was on IM with one such host a couple of weeks ago - where he revealed his intent to sabotage another site because he didn't agree with their offerings. I advised him not to go there - and just take care of his business.
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  Post #22 (permalink)   06-01-2009, 02:54 PM
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Originally Posted by Steve-Hostirian View Post
Let's not forget that there are plenty of kiddie hosts out there that are not above playing games - like sabotaging other providers businesses. I bring this up because I was on IM with one such host a couple of weeks ago - where he revealed his intent to sabotage another site because he didn't agree with their offerings. I advised him not to go there - and just take care of his business.
On that note, a "kiddie host" isn't going to be able to take on a full fledged professional business. Sure, a few fake bad reviews, etc. but to actually sabotage a host would take a lot. It's like security risks.. If you "watch your back" you'll be fine.. Even better, don't give anyone motivation.

I stayed at a family members home recently while out of town. I asked his neighbor if I could use his wi-fi for a few days and pay his monthly bill. He said "then couldn't you hack my computer" and I replied with, "I have no reason to". A bit off topic, but I "thought" it was related somehow
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  Post #23 (permalink)   06-01-2009, 07:25 PM
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Nice of you to offer to pay for their month's connection! Did he take you up on it?
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  Post #24 (permalink)   06-02-2009, 12:43 AM
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Well, i'm sure he ment pay a portion of the bill...Anyways, that does relate to this, nice going TJ.

Anyways, kiddie hosts will have to do a lot to sabatoge another hosts. Also, as TJ said if the host does what their supposed to be doing then a kiddie hosts will not be able to do anything. kiddie hosts, and all other annoying things in this business will come and go, part of the life we deal with being in this business.
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  Post #25 (permalink)   06-02-2009, 06:11 AM
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There are different type of clients you'll meet. Probably he was from one of them
You know there are good people and bad as well. Try to be patient in these kind of cases that is a best option.

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  Post #26 (permalink)   06-02-2009, 08:18 AM
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Quote:
On that note, a "kiddie host" isn't going to be able to take on a full fledged professional business.
I wouldn't bet my paycheck on that. I knew a developer back in 2000 that took down a metropolitan electric company when he just a teenager. Don't know where he is now. He was caught and wound up helping law enforcement.
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  Post #27 (permalink)   06-02-2009, 02:41 PM
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Yep- just because you're small, doesn't mean you can't do damage. Look at any of the script-kiddies out there that deface the various sites such as phpbb, shopping carts and CMS sites. Depending on the nature of the attack, they can take down a site for minutes or hours, or even manipulate files to destroy the server and all customer content. Lest we not forget the issues on cPanel 10.x in the past
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  Post #28 (permalink)   06-02-2009, 06:15 PM
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He was caught and wound up helping law enforcement.
Too bad that doesn't work on forums as well. Catch the spammer, put him to work in the fight against spammers.
 
 
 


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  Post #29 (permalink)   06-09-2009, 07:02 PM
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Try dealing with a client that is unhappy with something and English is not his/her native language, puts a whole new spin on things.
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  Post #30 (permalink)   06-11-2009, 10:06 PM
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Yes, we got customers like this from time to time, they make our support staff very busy, some of them leave and we become happy, some of them understand and become quiet and make us happy also.
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