I don't really want to do this but my partner (with a higher percentage of power over me) is pushing, urging and demanding that a client of ours needs to go (kicked off) for the following reasons:

Main Reasons (Violating TOS to most hosts :) ):

1) Main site in the cause of extra high load on peak hours.
2) Its not only affecting his own site but its hurting others as well.
3) Generating far more than the bandwidth allowment sometimes by 25-40%.
4) Generating Millions of hits a month

Personal Reasons (incidents where my partner really has discomfort dealing with):

1) First person to start flames (publicly) when things happen.
2) Billing Hassle on bandwidth overages.

So should I fight for my client or should I step down and let the staff TOS it? As a customer relations rep I tend to like to satisfy, and keep all my clients but right now its getting out of hand so I'm seeking public advice. Any feedback would be great.

I would like to answer your question with another ;) --
What good is a TOS if you don't enforce it and isn't this why you have a TOS?

Food for thought..
palmtree

If this customer is affecting others on the server, I would deffinatly either 1. Ask them to upgrade there account to a dedicated server or 2. Tell them straight up that there account is affecting other clients on the server due to the server load and you must ask them to leave. There should be no hesitation about this at all if it is affecting other customers.

I'm still thinking over it but Palmtree has woke me up and now i'm going to enforce TOS. Looks like I will see a flame from a few angry webmasters.

2) Billing Hassle on bandwidth overages.




Well if they don't want to pay for the bandwidth they use, that's a problem.

A customer who doesn't pay their bills doesn't stay a customer long over here.

If your customer is using more bandwidth than allowed then its effectivly costing you money. More so if you have billing problem (not paying?)

You also have to think long term, if as you say it is effecting other users then you really have no option. Asuming you want to keep your other clients ... Current clients will soon see a decline in their sites peformance, then you not only have one problem but popentially 10s or 100s.

Hope this helps

Chris

We have a zero tolerance policy re these types of issues.

seems like you have several options.

1-ask the client to leave now and give a refund of whatever
2-ask the client to upgrade to a server

either way you get flamed

now to that issue we have killed only one guy due to nasty comments, but wouldnt hesitate to do it again.

and as for posting your name or company name on a bb with comments that are less than flattering-- grow a thick skin, you cant please everyone and if you respond to the client after they post the flame ball, it opens a door and makes you look like a child.

in the end your other clients win and so do you.

g

Well I'll let the month end and terminate it accordingly. But its a reseller.. More problems will come :bawling:

well, if they start to flame you, then they're just an idiot.

You have total right to cancel their account because they violated your tos...

I think kicking any customer off your network should always be the last resort. On the other hand, you do have a responsibility towards your other customers.

Simply tell the client that their usage patterns require a dedicated server. Tell them what they get for how much and be done with it. Set a realistic deadline and follow through.

If the impact to your current users is so great, you should move the customer over to a dedicated server while waiting a reply. I don't think it would be fair to cut them off simply because their website is a successful one.

Originally posted by BarrySDCA
I think kicking any customer off your network should always be the last resort. On the other hand, you do have a responsibility towards your other customers.

Simply tell the client that their usage patterns require a dedicated server. Tell them what they get for how much and be done with it. Set a realistic deadline and follow through.

If the impact to your current users is so great, you should move the customer over to a dedicated server while waiting a reply. I don't think it would be fair to cut them off simply because their website is a successful one.

I'm sure they know that they need a dedicated servers as I have telling them for the past 2 months.

Originally posted by miami_g
We have a zero tolerance policy re these types of issues.

seems like you have several options.

1-ask the client to leave now and give a refund of whatever
2-ask the client to upgrade to a server

either way you get flamed

now to that issue we have killed only one guy due to nasty comments, but wouldnt hesitate to do it again.

and as for posting your name or company name on a bb with comments that are less than flattering-- grow a thick skin, you cant please everyone and if you respond to the client after they post the flame ball, it opens a door and makes you look like a child.

in the end your other clients win and so do you.

g LOL :D

But, I must admit, you speak many truths throughout that post. :agree:

Well, 'cept maybe for the killing thing; I would hope.

*shudder

My word of wise, if you don't deal with this customer and let him to continue to abuse the server in which it effects other customers, guess what your other customers are going to do....


:wavey: Leave :wavey:


I would deal with the one customer and get it over with, esp ifthey are in violation of your TOS

Originally posted by SoftWareRevue
LOL :D

But, I must admit, you speak many truths throughout that post. :agree:

Well, 'cept maybe for the killing thing; I would hope.

*shudder


hahahha..... gotta take care of those customers... nip it in the bud...

You should really enforce your TOS. I've never been in the business, but it seems that there are many people like him, so if you start makeing exception, you will have lots of trouble.

But you might also consider a server update if you see it reasonable and that might help you cope with your customer.

Of course, if you are running a dual p3 with 2 gigs of ram, he is still affecting your clients, AND he wouldn't listen to you saying that he needs a dedicated server, then you should not feel that sorry for him.

EDIT: added what's in bold ;)

First, you are penalizing all the others because of the TOS violations/excess usage of the one.

Second, make an informed business decision as to whether to keep the customer even if he agrees to go dedicated. Simply, is dealing with this customer profitable.

Originally posted by Incognito
First, you are penalizing all the others because of the TOS violations/excess usage of the one.

Second, make an informed business decision as to whether to keep the customer even if he agrees to go dedicated. Simply, is dealing with this customer profitable.

Not profitable at all.... Consumes all the resources to its max. Im not sure if anyone else have a client who consumes more bandwidth / cpu load than all the sites combined in a single server.

From a purely business point of view, this guy is:

1) Using up too much of your resources - why should your other innocent clients suffer along with him? They pay good money and do so on time for their hosting (I hope :D) - it's more than sufficient a reason to ensure that they get what they paid for, not some slow loading server...

2) If you want to receive a service (in this case, webhosting), you should be aware of the fact that like the plumber or repairman that comes along, they can bill you extra if you need parts replaced or the likes. In this case, you need more bandwidth, so you should be willing to pay for it. Handle it like your regular repairman and say, "Sorry, if you don't want the replacement part (bandwidth), I'll just have to leave you without it."

Or, you can be really evil and slip him onto a 486 for a while ;)

Just my 2-cents :)