Ditto here. One interesting note: While we condensed down to one page under our lawyers guidance, I had an opportunity to test against a couple of customers who happened to be lawyers! The lawyers conceded. We have not had any issues with customer churn and I do my best to work with the customer depending on why they want to leave.
On Thu, Nov 11, 2010 at 2:02 PM, jp <j...@saucer.midcoast.com> wrote: > All the other service providers such as DSL and cable are looking to > lock people into 2 year contracts as well. add to that cellular, but I > don't really consider that a competitor, customers understand the > similarities that there is a common need to get into a term agreement to > have service. The advantage is that customers aren't hopping around > playing musical chairs with service providers for a buck savings when > the service providers spend a lot of money on their install. The > customers can safely ignore all the misleading flyers they get from the > cable company or phone company talking about introductory prices or > prices without the fees added, at least till their contract period is > winding down. > > We keep our contract 1 page. I'm sure a lawyer would laugh at it, but > the idea is that neither party wants it to end up in lawyer's hands. > Referencing the TOS on your website would be a good thing in saving > paper. > > We do 2 year contracts for one price and 1 year for a slightly higher > setup price. We track who we give them to, who gave it to them and when. > We need that to be able to follow up as sometimes customers don't follow > through or expect the service but lose the paperwork. We can email the > customer a pdf, the installers have them printed out in the van for > customers. We track when we receive them back too; if we receive a > contract back and there is a big delay in the install, that is a problem > we have to investigate and address. If the customer needs a contract for > reference we give them an extra blank one, or offer to mail them a > photocopy of the one they signed. > > On Thu, Nov 11, 2010 at 12:39:02PM -0500, Jeremy Rodgers wrote: > > <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN"> > > <html> > > <head> > > > > <meta http-equiv="content-type" content="text/html; > charset=ISO-8859-1"> > > </head> > > <body text="#000000" bgcolor="#ffffff"> > > For years now we have required new residential customers to sign a 2 > > year term agreement. For competitive reasons we are evaluating > > this. One barrier for us has been the length of time it takes > from > > contract creation to customer returning it. With our current > > situation "striking while the iron is hot" is not possible as it > > could take a couple of weeks for the agreement to be returned. > It > > is also intimidating at 6 pages long.<br> > > <br> > > So...a couple questions<br> > > <br> > > -How long is your customer contract (# of pages and term)<br> > > -What does your process look like<br> > > -Do your installers get the paperwork signed<br> > > -What advantages are there to a term agreement<br> > > <br> > > Our thought is to possibly reduce it down to one page and reference > > the Terms of Service on our website. When the new customer > calls we > > can schedule them right on the spot and send the paperwork with the > > installer. Anything you see as a disadvantage with this?<br> > > <br> > > Any input is appreciated!<br> > > <div class="moz-signature">-- <br> > > <b><font face="Pristina" size="5">Jeremy J. Rodgers</font></b> > > <br> > > Sales Manager > > <br> > > OnlyInternet Broadband and Wireless<br> > > O: 260.827.2234 > > <br> > > O: 800.363.0989 > > <br> > > F: 260.824.9624 > > <br> > > <br> > > "…But as for me and my household, we will serve the LORD." > Joshua > > 24:15 > > </div> > > </body> > > </html> > > > > > > > > -------------------------------------------------------------------------------- > > 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/ > > -- > /* > Jason Philbrook | Midcoast Internet Solutions - Wireless and DSL > KB1IOJ | Broadband Internet Access, Dialup, and Hosting > http://f64.nu/ | for Midcoast Maine http://www.midcoast.com/ > */ > > > > -------------------------------------------------------------------------------- > 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/ > -- -RickG
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