Does anyone have any insight as to what happens when a client comes to you and says that your server is slow ?

We run on the Alabanza system and it is not slow at all but have a client that says there are experiencing slow loading times.

Is it worth explaining to the client why it is slow for them ?

Is it a lost cause ? (The client could be using it as an excuse to leave)

Hoe much time and effort should be put into keeping that client ? ie: explaining to them the possible reasons for the slow times (site design, internet access, etc.)

Does anyone have any insight into this matter ?

Please tell me about your experiences as I want to be able to figure out what the best way to deal with these type of complaints.

Thanks

Hayes

First thing you should do is Traceroute his IP address(home IP) and see what connection it returns.

Also Ping it.

Your client may be having a slow internet line to his ISP.

hayes,

hehe if its 1 person out of your whole client base, just tell him its fine, get a new isp and stop using netzero or that free isp you are using ! :)

Actually that's not how you do it. You never use negative terminology with a customer. You ask them if they can do a traceroute and give them advise on how to do it if they're not sure. If www.traceroute.org has a place listed near them, do some checks yourself to see if you can find the problem yourself. Ask them to e-mail you back again if the problem continues in a few hours and explain that sometimes traffic bottlenecks and sites can appear to load slowly even though everything is fine at the server end.

Is a customer worth keeping? Of course they are, every single one of them. They are the guys (and girls) who pay your bills after all.

There are times that lines gets slow. There's nothing you, or your customer can do about that. While some customers will get hot under the collar, and even call you names (or worse), it's up to you to keep a level head and explain the problem to them. If they won't believe you then there's not much you can do. Never be tempted to react in a negative manner, no matter how much some of them might need a good spanking :)

Greg Moore

Good Answer Greg......

I have actually taken the time to get the CX sam Spade and explained it's usage.....

Customers apperciate the extra steps...
and Good Customer Service is always appreciated...

"I have actually taken the time to get the CX sam Spade and explained it's usage..... "

What is the CX sam Spade ?

Please explain.....

Thanks

Hayes

Sorry, I was lazy:

CX= Customer

Sam Spade= Sam Spade (the program)

In 100% agreement with Greg

I am in exactly that situation (I've posted my problems at the "Technincal" forum) as your client, and believe me; if any supplier of any sort start treating me with arrogance and as if I'm just a piece of crap, nothing pleases me more than to do all I can to make his life as miserable as possible.

On the contrary, if a supplier ****s up, or I do in my business with him, and he still show me respect and maintains a civil tone, I'll stick to that supplier forever and will give him the highest recommendations!!!

Dan

Originally posted by hayes
Does anyone have any insight as to what happens when a client comes to you and says that your server is slow ?

Thanks

Hayes

Hayes,

I also face lot of probs with the site downloading time. Some times PIII 550 Mhz server with same ram and load takes much less time than PIII 933 Mhz.
When I check with visual route response time is almost same and there is no packet loss.
I am also confused taking this. How come sometimes sites takes lot of time to download.
What could be the other reasons.

I would like to ask very stupid thing. Can IP also be the reason like A class IP takes let time than C class.


:(

I'm sure this is obvious......
But, are the size of the clients pages larger than normal?

It could be just something as simple as that.... :)