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  Post #1 (permalink)   05-13-2009, 03:36 PM
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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?
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  Post #2 (permalink)   05-13-2009, 03:53 PM
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Oh, they're for real - in every industry. You get the bad with the good everywhere you turn. Call someone now who loves your service - it'll remotivate you.
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  Post #3 (permalink)   05-13-2009, 04:59 PM
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Yeah, you get a client like that from time to time. Your better off without that kind of client. But yeah, like steve said call someone who loves your service and it will make you feel better
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  Post #4 (permalink)   05-13-2009, 05:33 PM
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Quote:
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?
That's pretty funny just becuase his AVS comes up bad that he blames it on you. Never herd that one. He is probably more of hazle then anything else.
 
 
 


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  Post #5 (permalink)   05-13-2009, 08:32 PM
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We all get them, and do our best, but can't please everyone. As mentioned, you're better off without them. When I lose customers like that more than anything I feel bad for them. I wish I could help them and explain things so they can understand. Regardless of whether they are my customer or not, I'd hate to hear they experienced the same issues with some other company, yet I'm sure they will.

I worked for AOL retention years ago, so if I can't keep a customer I don't think anyone can. In that case just cut your losses and wish them the best
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  Post #6 (permalink)   05-14-2009, 09:33 AM
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Quote:
I worked for AOL retention years ago
That had to keep you busy. That's what I call job security
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  Post #7 (permalink)   05-14-2009, 02:18 PM
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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 !
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  Post #8 (permalink)   05-14-2009, 04:17 PM
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There are always issues and always those who would rather jump the fence to another provider to solve them, using the old term that the grass is greener, however often as said it is not. We recently had a customer very similar, who transferred from another host using the cPanel backup functions.

Although due to issues with their domain registrar, and after finding (themselves) our tutorial on name servers, from which they remained active on that page for 5 hours and refused live and ticket support on the issue. They similarly decided to move host although when they received the email from the registrar that it was at their end and would be resolved ASAP they soon moved back and sent an apologetic email.

There is always one, and in some situations even myself or yourselves may be that one for phone or internet or the likes when talking to those companies, all you can do is your best
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  Post #9 (permalink)   05-14-2009, 07:18 PM
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Quote:
Originally Posted by Steve-Hostirian View Post
That had to keep you busy. That's what I call job security
It was. For me it was a very good lesson in sales. Although there were many people there using "questionable" tactics, I never did.
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  Post #10 (permalink)   05-14-2009, 10:01 PM
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Quote:
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?
Ah, this brings back memories. We had purchase a not so well run web hosting company about a year and a half ago. We had found the bad clients and kicked them out and turned everything around. Then one day I received a call from this lady just screaming because of the fact that we charged her credit card and it cost her all kinds of money in bank overdrafts.

We had 400 accounts and I knew them by name. So, this one threw me off. So, she spent 20 minutes swearing and screaming about how she is going to sue us and we are a pos, etc, etc. Then I did some research into our billing systems and no credit cards had been processed they were all PayPal payments for the past week. I called back because I was trying to help and her husband started doing the same.

Then round three came again after she called back. When she finally cooled off enough she realized that it was BizHosting.com instead of our bizhostingnetworks.com. I laughed so hard the rest of the day. Clients like that just look stupid. My solution is to laugh about it. Its not worth letting a client ruining your day.

The ones who really care about you, your business, and their business will always try to work things out. I have seen plenty of stupid billing systems before; however, there is no reason for a client to jump to leaving over his mistake. He probably came to the conclusion because he is uneducated.
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  Post #11 (permalink)   05-14-2009, 10:15 PM
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He probably came to the conclusion because he is uneducated.
"Uneducated" is a nice way to put it in some cases.

When I was working for another host a few years back I got a call from a lady who was upset to say the least. I have thick skin so I let her vent for a while.. She said her site was down and her business was loosing millions She ran out of time on the pay phone before I could help her. After some investigation I discovered her account was terminated for multiple tos violations(piracy). I also discovered there was only one visitor to the site(ever). I'd like to know how you make millions off of 1 visitor(yourself).

It's one thing to be "uneducated", but the worst is when they lie.
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  Post #12 (permalink)   05-14-2009, 10:26 PM
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Originally Posted by siforek View Post
"Uneducated" is a nice way to put it in some cases.

When I was working for another host a few years back I got a call from a lady who was upset to say the least. I have thick skin so I let her vent for a while.. She said her site was down and her business was loosing millions She ran out of time on the pay phone before I could help her. After some investigation I discovered her account was terminated for multiple tos violations(piracy). I also discovered there was only one visitor to the site(ever). I'd like to know how you make millions off of 1 visitor(yourself).

It's one thing to be "uneducated", but the worst is when they lie.
Doing the consulting work now compared to actually running the hosting company has definitely provided me additional insights on how customers try to cover up things. There was a customer just recently who managed to spam 85 mbps of transfer and then claimed he didn't do it. I'm sorry you have had the box less than two hours and you have already managed to sell it to someone else who sent that much spam? Alright! I won a million dollars off the first customer to my website.

I like the fact you did research on the customer. That is good fun. Piracy and Pay Phones.
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  Post #13 (permalink)   05-18-2009, 08:16 PM
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Leave them be and let them cause problems to another provider.
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  Post #14 (permalink)   05-19-2009, 01:56 AM
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Man I am happy I read this . I only had 1 bad client and was swearing at me and the fuuny part is he was 17. I help this kid on a lot of stuff and it took me a week to get him to be a client. After another week of his attitude I had to let him go. I have only been is this business for 9 months now but that thw worse client I have had. I laugh at this kid, he had no respect what so ever.
 
 
 


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  Post #15 (permalink)   05-19-2009, 09:34 AM
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Man I am happy I read this . I only had 1 bad client and was swearing at me and the fuuny part is he was 17. I help this kid on a lot of stuff and it took me a week to get him to be a client. After another week of his attitude I had to let him go. I have only been is this business for 9 months now but that thw worse client I have had. I laugh at this kid, he had no respect what so ever.
Get used to it, grow thick skin, and don't waist your time if you can help it
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