Yep, if a client start to bad mouth Me or a staff member of mine I will not hesitate to suspend their account. Being polite will get you far.

Many people do start off like that. I've been in the hosting industry in and out. I'd say it I think im a newbie still. I never ran a VPS and is the type of guy that askes alot alot of questions. Im always in the industry but then get bored of it and just leave for a while then come back I never ran a stable host im just a wanabe.

Theres a kid on aim that non stops aiming me on help with his reseller and i dont even work for the company i use too.

So he's IM'ing you for help with another company's services?

you should look to help your customers but if it is taking up too much of your support staff's time and slowing down the response to other customers' tickets then you need to take action as its unfair on the other customers.

One way to reduce such problems is..adding most of support or sales questions answers in knowledgebase of your support section..so that for all basic knowledge they can learn from Knowlegdebase and flash tutuorial articles..this reduces your support staff time to handle basic issues.

I don't know about everyone else, but I love flash tutorials. I don't mind helping as long as I don't perceive I'm being used or abused.

Flash tutorials are a great way to reduce support tickets and a good way to educate your clients.

I agree with the suggestion by webhost.uk.com, the knowledgebase will be quite helpful, it will give instant solution for most of the basic questions.

We have so many of these, I do help them although sometimes they go a little to far when all it would take them is to read the documentation for what ever they are installing... Chmod 777 normally fix's that, I have SSH open always to chmod when needed.