But, do the ones who have a choice for cheaper service and out of contract stay with you? -RickG
On Mon, Oct 12, 2009 at 11:28 PM, Mike <m...@aweiowa.com> wrote: > Similar to your example of perceived value, we extract a capital fee > up front when putting on a new customer. My accountant described it > like joining a health club, you get to use the equipment but don't > get to take it home. The fee is the real cost of installing. Easy > ones are 150 bucks. Others vary according to difficulty. So they > buy in to the whole thing from the get go. > > Our rates are 45.00. If you pay on time, from email billing, you > take off 2.50 and its 42.50. > > I think I have a very loyal bunch of customers. I didn't know what > to expect when the two year contracts started expiring, but MOST have > stayed with us. > > Best Regards, > > Mike > > At 09:47 PM 10/12/2009, you wrote: >>Mike, >> >>Since I began working, even as a teenager, I worked 60-80 hours a week >>giving customers the best I could. I'm now 49 and still work at least >>that many hours. At least now, I own my company and do it for myself. >>In fact, before I owned my own company my reputation was "Mr.Service". >>Heck, I've watched the sun rise from a customers computers! People >>have always told me I have a great work ethic. I have always thought - >>give'em great service and they'll stick. It's not true! Given the >>opportunity, for less than $5/month they WILL switch without even an >>apology! >>So, dont get me wrong, I still give great service but have realized I >>have previously given too much. All I did was take a lot of time away >>from my family to help customers that only appreciate it at the time. >>Again, I'm not saying dont give great service - what I am saying is >>dont give away the store. Maybe you can afford it but every move you >>make should be profitable, otherwise you will end up out of business >>or in a poor mental state from work burnout. Have you ever looked at >>the competition knowing you give better service yet they are still >>winning? In fact, I've seen more people respect the competition >>because they are higher priced or charge for everything. It is truly a >>mindset. I believe there is a balance that must constantly be >>maintained. Which is why I asked the question, billable or not? >>Again, your business model may be different but using you scenario >>below is difficult to achieve in mine. Perhaps your monthly rates are >>higher, installation higher, or your bottom line is not as important >>to you? Somebody always has to pay the piper. Most people understand >>capitolism and the need to be profitable so you can pay the bills. >>What good is it to go out of business just so they can go back to dial >>up? >>Furthermore, I have found another interesting outcome by giving work >>away - other customers either come to expect it or get jealous. >>What is really expected by the customers who give you their hard >>earned money is a good product for what they pay. They also deserve an >>efficiently run company with proper business practices to get the most >>bang for their bucks. And on that note, isnt there always something to >>do to improve the network? Why give so much time to one customer when >>you can work on the network and improve it for all? I realzie you said >>minor things but it all adds up. What they should expect is exactly >>what you put in the contract and/or TOS. In my case, it's the >>bandwidth I promised them and working equipment to get it there. All >>else is not part of the contract and therefore should be billable. >> >>-RickG >> >>On Mon, Oct 12, 2009 at 9:48 PM, Mike <m...@aweiowa.com> wrote: >> > When I was a young man, a writer, I was idealistic and ready to >> > conquer the world. In short order I grew up and lost my >> > idealism. Since starting this business I have regained some of >> that idealism. >> > >> > My experience is the opposite. I usually take care of those >> > customers who need minor help with things THEY consider part of MY >> > network. I would not have gone overhead unless there was no way to >> > trench. Direct burial cable is cheap. A trench can be made with a >> > power edger with a new blade. An aerial should be tied to a >> > supporting rope or wire. >> > >> > Most of my customers knew they couldn't get Internet except slow >> > dialup before we came along. Is it loyalty? A new company has been >> > selling in my county off of their cellular towers. I have only lost >> > 2 customers to them. >> > >> > Never underestimate the power of good customer service. >> > >> > Mike >> > >> > At 07:58 PM 10/12/2009, you wrote: >> >>I used to think that but I have found no matter how much you give >> >>away, there is no loyalty! The monthly rate is all most care about. >> >> >> >>On Mon, Oct 12, 2009 at 11:40 AM, Mike <m...@aweiowa.com> wrote: >> >> > If it is a good customer, I'd either do it for nothing, or for >> >> > materials. You may just retain that customer for the next two years >> >> > because of your good will. >> >> > >> >> > If he is prepared for $50 and its easy and doesn't take you long, >> >> > you can say give me $20.00 for the cable and the custom ends, and >> >> > we'll call it even. >> >> > >> >> > Either way, you'll make a friend/keep a customer; and they do talk. >> >> > >> >> > Our hourly billing is $60. Usually to make network settings, get >> >> > virus protection on a machine ... >> >> > >> >> > >> >> > At 09:52 AM 10/12/2009, you wrote: >> >> >>Here's the scenario: Customer has an aerial ethernet run from his >> >> >>garage to his home. A tree branch fell and cut the line. I told him >> >> >>we'll replace it for a $50 fee. Does this sound fair? >> >> >>Also, does anyone have a fee schedule they use for billable calls? >> >> >>Thanks! >> >> >>-RickG >> >> >> >> >> >> >> >> >>------------------------------------------------------------------ >> >> -------------- >> >> >>WISPA Wants You! Join today! >> >> >>http://signup.wispa.org/ >> >> >>------------------------------------------------------------------ >> >> -------------- >> >> >> >> >> >>WISPA Wireless List: wireless@wispa.org >> >> >> >> >> >>Subscribe/Unsubscribe: >> >> >>http://lists.wispa.org/mailman/listinfo/wireless >> >> >> >> >> >>Archives: http://lists.wispa.org/pipermail/wireless/ >> >> > >> >> > >> >> > >> >> > >> >> > >> >> >> -------------------------------------------------------------------------------- >> >> > WISPA Wants You! 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