Ok here is my problem. I am doing support as usal and one of my clients keeps asking me questions that really use up my time.

How do you get clients?
How much do you get domains for?
Do you think $50 is good for web design?
Can I work for you for free?
Can I get your packages for $5 off?
Can you tell me where to get a good computer?
How do I make a table in dreamweaver?

These questions are only a small sample of what I get. WHAT SHOULD I DO. I answer his support questions easyily but he is a pain when he asks questions that take a lot of my time away from people who need help???


Any one else have this problem??

Thanks

What I did was write a Perl script that uses the extra power in a computer to send an electric shock through the keyboard. I would attach the script to my replies, and the person would get shocked. Eventually Pavlov's theory would take place and the problem was solved :)

And basically, it is...are you willing to lose or alienate the client(s)?

If the answer is no, you try to continue to be responsive, but perhaps when he gets off support issues, tell him/them that you have support calls waiting you need to take care of.

If the answer is yes, then you respectfully inform him/them that you must go, don't have time for lengthy conversation, he is going beyond the support boundaries...whatever...or that you will have to start charging him/them for time other than that included in the contracted support.

Just explain the him/her that you only support handles technical questions in regards to your hosting, and that other questions such as the $50 design fee and tables in dreamweaver are beyond the scope of normal support requests and are not handled by you. As for the other questions in regards to a job and any discount, kindly inform them you are not looking for any help and that your pricing is competitive to others. If that doesn't work then you may have to make the decision as stated above.

Ya but he doesn't listen. If I drop him and tell him that I will no longer provide service I will probally still have him talking to me so why bother. But its so annoying that I don't know what to do and I usally just ignore him.

Well I don't know how far you want to take this but contacting him by phone might be the best solution.

This is the internet. Ppl are anonymous and often do not have enough imagination to actually picture the person they are emailing/chatting with.

I know from experience that when you call them up and they actually get a real person on the phone who explains to them that he/she is not allowed to bugger support with these kinds of questions it often scares them pantsless.

Better yet, you might get his parents on the phone! Let them deal with the situation. (no doubt this is a minor --> conclusion drawn from the question "can I work for free for you")

I once had to deal with a lot of bogus signups. Osama bin laden, Sheik mohammed ali and other strange people started signing up. The guy wasn't too smart though and I managed to get in touch with his parents. End of signups. And a grounding and "no using the computer for 2 months" for the peep that had so much fun at our expense.

I think I might just do that. Problem is I don't have his phone number Because I don't ask for it when people sign up?

Thanks

check the whois record for his domainname

Originally posted by x213Networks
I don't have his phone number Because I don't ask for it when people sign upYou probably should require this kind of basic information from your customers upon signup.

Isn't that like privacy intruding? Why should I need somones phone number at sign up.

Thanks

Originally posted by x213Networks
Isn't that like privacy intruding? Why should I need somones phone number at sign up.

Because you just might want to voice-verify an order to keep down fraudulent sign-ups. A good practice these days.

As for customer-pains, I've had two memorable ones. The first kept calling asking for programming assistance. I played along for a while hoping he might eventually complete his education and move on, but I finally had to drop decreasingly subtle cues that I was tired of the ask-and-answer game. He didn't get the message until I slammed the phone down. I broke the phone.

The second guy kept uploading graphics as ASCII and blamed me for the poor image quality. His persistent cross-country phone calls (I don't have a toll-free number) evolved into daily psychotic rants and eventually personal threats to me and my family. I canceled his account, alerted the phone company and the FBI. I slept with one eye open for about a month.

If someone asked me "why would I need to ask a client for his phonenumber on signup?" I would direct him to this thread and your problem ;)

Originally posted by x213Networks
Isn't that like privacy intruding? Why should I need somones phone number at sign up.Show me an order form without a phone number field on it... I'm betting that you won't find too many. A phone number is a basic piece of information for nearly any type of account. You want to have a way to get in touch with a customer in case for some reason email is down and you don't feel like sending them a letter through snail-mail. :rolleyes: