Dude... The thing is... After a LOT of emotion & being pissed at the
abusers...
I made a decision to do this and craft it in such a way that I am VERY
unemotional when it comes to telling our staff how to handle customers.
Even though the customer may be emotional at first, if you don't play
ball with that emotion and stand firm, you will feel better about it.
You may lose some customers...that is the way of things...but on the
whole things will be better.
On 5/4/2011 2:47 PM, Josh Luthman wrote:
My user does 600 gigs a month. I wonder what he says when our UBB
comes in to play. I am hoping I am fortunate as you, Mark =)
I am very glad to see things went very smoothly for you!
Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373
On Wed, May 4, 2011 at 5:42 PM, Mark Nash <markl...@uwol.net
<mailto:markl...@uwol.net>> wrote:
Wow. After receiving our letter, our HEAVIEST user called in,
concerned. When we described the situation, he TOTALLY changed his
behavior and said that:
1. he was canceling his Netflix account
2. he is going back to DVDs for movies
3. he LOVES our service
He was the one that really pushed us over the edge to go to FAPs &
UBB,
because his usage was SO FAR above the others. Like 250GB/mo. We
told
him that he's the one that started us on this path hehehe...
So there's something for you... We were worried about HIM the MOST!!!
We have received about 10 phone calls from our letter that went out on
Friday. 3 of those we switched to higher packages and they're happy,
one went "HELL YEAH MORE SPEED!!!" The others are more just concerned
about their usage. When they called, we were armed with all the
information they needed on months worth of their usage, mostly telling
them they have nothing to worry about, just begin paying the moderate
price increase in July and don't worry about the rest.
So far, so good...
On 5/3/2011 2:36 PM, Mark Nash wrote:
> I already sent it to you like 30 minutes ago... From a
different e-mail
> account.
>
> On 5/3/2011 2:33 PM, Stuart Pierce wrote:
>> Just don't go postal, but yea sure I'd like to take a look at it.
>>
>> ---------- Original Message ----------------------------------
>> From: Mark Nash<markl...@uwol.net <mailto:markl...@uwol.net>>
>> Reply-To: WISPA General List<wireless@wispa.org
<mailto:wireless@wispa.org>>
>> Date: Tue, 03 May 2011 13:58:30 -0700
>>
>>> Hehehe if you're my CUSTOMER then you will get one via
postal... :)
>>>
>>> On 5/3/2011 1:56 PM, Josh Luthman wrote:
>>>> Postal or UPS? :)
>>>>
>>>> On May 3, 2011 4:50 PM, "Mark Nash"<markl...@uwol.net
<mailto:markl...@uwol.net>
>>>> <mailto:markl...@uwol.net <mailto:markl...@uwol.net>>> wrote:
>>>>> I'll send you the letter offline since you're a WISPA member...
>>>>>
>>>>> On 5/3/2011 6:05 AM, Stuart Pierce wrote:
>>>>>> I've been saying for a while now that you have to have
bandwidth
>>>> caps and costs stated on your website somewhere, even if you
are not
>>>> charging for them at this point. You also have to have some
method of
>>>> giving feedback to them on their bandwidth consumption.
>>>>>> Right now thanks to Josh for the heads up about Andrew
Cox's script
>>>> for a Mikrotik box, I've done that and so far so good. It
will email
>>>> the client when they reach percentages of usage with whatever
you want
>>>> the content of the email to say.
>>>>>> What did your letter say ?
>>>>>>
>>>>>> ---------- Original Message ----------------------------------
>>>>>> From: Mark Nash<markl...@uwol.net
<mailto:markl...@uwol.net><mailto:markl...@uwol.net
<mailto:markl...@uwol.net>>>
>>>>>> Reply-To: WISPA General List<wireless@wispa.org
<mailto:wireless@wispa.org>
>>>> <mailto:wireless@wispa.org <mailto:wireless@wispa.org>>>
>>>>>> Date: Mon, 02 May 2011 10:34:01 -0700
>>>>>>
>>>>>>> I think it's important for people to (after gaining an
>>>> understanding of
>>>>>>> the impact they have on "shared" bandwidth) choose one of
these...
>>>>>>>
>>>>>>> 1. pay more (either by overages or a different service
plan that
>>>> allows
>>>>>>> for more& costs more), or
>>>>>>> 2. change their behavior to not use so much
>>>>>>> 3. leave
>>>>>>>
>>>>>>> I am implementing this now. The letter went out on Friday
to most
>>>>>>> customers...
>>>>>>>
>>>>>>> On 5/2/2011 10:25 AM, Chuck Hogg wrote:
>>>>>>>> Not saying what I'm doing is right...I don't have enough
spectrum to
>>>>>>>> continue to deliver the service...haven't figured
anything else
>>>> out yet.
>>>>>>>> Regards,
>>>>>>>>
>>>>>>>> Chuck
>>>>>>>>
>>>>>>>>
>>>>>>>> On Mon, May 2, 2011 at 1:21 PM, Josh Luthman
>>>>>>>> <j...@imaginenetworksllc.com
<mailto:j...@imaginenetworksllc.com>
>>>> <mailto:j...@imaginenetworksllc.com
<mailto:j...@imaginenetworksllc.com>><mailto:j...@imaginenetworksllc.com
<mailto:j...@imaginenetworksllc.com><mailto:j...@imaginenetworksllc.com
<mailto:j...@imaginenetworksllc.com>>>>
>>>> wrote:
>>>>>>>> Why not collect more revenue instead of limiting them? I
suppose
>>>>>>>> if the customer wants to simply be throttled back instead
of pay
>>>>>>>> more, that's one thing, but I imagine it makes more sense to
>>>>>>>> capitalize on something.
>>>>>>>>
>>>>>>>> Thinking along the lines of the on demand movies and
stuff from
>>>>>>>> cable companies, for example.
>>>>>>>>
>>>>>>>>
>>>>>>>> Josh Luthman
>>>>>>>> Office: 937-552-2340 <tel:937-552-2340><tel:937-552-2340
<tel:937-552-2340>>
>>>>>>>> Direct: 937-552-2343 <tel:937-552-2343><tel:937-552-2343
<tel:937-552-2343>>
>>>>>>>> 1100 Wayne St
>>>>>>>> Suite 1337
>>>>>>>> Troy, OH 45373
>>>>>>>>
>>>>>>>>
>>>>>>>> On Mon, May 2, 2011 at 1:17 PM, Chuck
Hogg<ch...@shelbybb.com <mailto:ch...@shelbybb.com>
>>>> <mailto:ch...@shelbybb.com <mailto:ch...@shelbybb.com>>
>>>>>>>> <mailto:ch...@shelbybb.com
<mailto:ch...@shelbybb.com><mailto:ch...@shelbybb.com
<mailto:ch...@shelbybb.com>>>> wrote:
>>>>>>>>
>>>>>>>> 25GB per month. 128k/s after exceeding their limit.
>>>>>>>>
>>>>>>>> Regards,
>>>>>>>>
>>>>>>>> Chuck
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> On Mon, May 2, 2011 at 1:02 PM, Matt<lm7...@gmail.com
<mailto:lm7...@gmail.com>
>>>> <mailto:lm7...@gmail.com <mailto:lm7...@gmail.com>>
>>>>>>>> <mailto:lm7...@gmail.com
<mailto:lm7...@gmail.com><mailto:lm7...@gmail.com
<mailto:lm7...@gmail.com>>>> wrote:
>>>>>>>>
>>>>>>>>> Robert
>>>>>>>>> up/down/aggregate
>>>>>>>>> 103972 MB 469598 MB 573570 MB
>>>>>>>>>
>>>>>>>>> The guy downloaded 470 gigs in April. Paying $53.32 for
>>>>>>>> 4 megabits down.
>>>>>>>>> I got no responses at all about monthly caps on my
>>>>>>>> previous email, but if
>>>>>>>>> anyone could offer what bandwidth rates and monthly caps
>>>>>>>> you are using I
>>>>>>>>> would greatly appreciate it.
>>>>>>>> What is cost per megabit from your upstream?
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>
--------------------------------------------------------------------------------
>>>>>>>> WISPA Wants You! Join today!
>>>>>>>> http://signup.wispa.org/
>>>>>>>>
>>>>
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>>>>>>>> WISPA Wireless List: wireless@wispa.org
<mailto:wireless@wispa.org><mailto:wireless@wispa.org
<mailto:wireless@wispa.org>>
>>>>>>>> <mailto:wireless@wispa.org
<mailto:wireless@wispa.org><mailto:wireless@wispa.org
<mailto:wireless@wispa.org>>>
>>>>>>>>
>>>>>>>> Subscribe/Unsubscribe:
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>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>
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>>>>>>
>>>>>>
>>>>>>
>>>>>>
________________________________________________________________
>>>>>> Sent via the WebMail system at avolve.net
<http://avolve.net><http://avolve.net>
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>>
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>>
>> ________________________________________________________________
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