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Hosting Discussion > Web Hosting Forums > Web Hosting Discussion > what if your host could offer you extra support.??
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  Post #31 (permalink)   02-18-2017, 04:59 PM
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I'm not too worried how customers install their websites. I have many knowledgeable customers who could easily install their own sites, but why do that when Softaculous can do it and get it right every time, and also perform upgrades between versions whilst taking backups?

I'm happy for our engineers to install scripts for the customer when the installer is not available in Softaculous.
I'm just as happy for an engineer to use Softaculous to a script for a customer when they don't want to do that themselves.
Both are chargeable, the 2nd just costs less (probably the 20-minute minimum).

The customers who create the most issues are those who feel that Softaculous is not the right way to do things because they are still learning.

It's like engineer staff, who do you want as an engineer.

1. The person who knows everything and can fix anything they break?
2. The person who thinks they know everything and takes risks
3. The person who knows their limits and asks when they don't know.

I try not to hire staff who I feel fall into category 2.
Customers who fall into category 2 are the ones that we would usually make a loss on.
We're happy to have any of the above categories as customers, as long as they are aware that time helping correct their mistakes or doing things for them is chargeable.

At the prices charged for shared hosting 30 minutes of engineer's time is around 8-month fees, so you have to charge.
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  Post #32 (permalink)   02-20-2017, 11:54 PM
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Join Date: Mar 2016
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I think now a days every web hosting company provides extra help/support to resolve clients issue to survive in competition else client will move to next web hosting company because lots of options available in market with quality support and affordable price rates.
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