While off topic it does have to do with the ISP business and Portmasters.
We are seeing a growing trend where we have a certian group of customers
that we just can't make happy. We live in the age where one can quickly
fire off a hasty/nasty email without too much forthought. Emails by their
very nature can sound angry and it be nothing more than the way WE read the
email. Some say I'm "thin skinned".... maybe so. But we have a growing
number of "unwashed" that are now crusing the internet and can barely spell
the word!
The old business addage is 20% of your customers cause 80% of your
problem... get rid of the 20% and you make a better profit.
Kinda some truth to the above fact so much so that here we are now tracking
in our billing/support system all customer calls (by customer). If we see
in the next few months a certain few customers and I estimate that to be
about 1% then we might suggest they look for another provider the next time
they call. My support folks are also told that if a customer starts cursing
at them then to turn the account off that day.
I was brought up to beleive that the customer is always right... But we live
in a day and age where customers will lie,cheat, and steal to get their way.
With slamming, cramming etal who can blame them?
We love our Portmasters... we do see disconnects... we do see flaky
modems... we do see flaky phone lines. Only some of these problems can we
fix. Everyday we lose a customer to another ISP and we gain a customer from
another ISP...We can make most people happy BUT not everyone!
Getting off my soapbox now and ducking!
______________________________________________
Greg Saulsbury
TXKNet Internet Service
304 Westlawn Drive
Texarkana, Tx. 75501
Texarkana's #1 Local Internet Service Provider
903-832-4626
<http://www.TXK.Net>
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