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  1. #1
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    Question Reseller accounts - the best kind of account?

    I've found my web space resellers to be on the ball with payments, usually easy to contact, and are more apt to continue with their service.

    Someone once told me that web space resellers are the best kind of customer. I'd have to agree (about 80% of our customers are resellers), but what do you guys think?
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  2. #2
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    Maybe that's why some companies only offer reseller accounts.

    Or because they like the idea of specializing...

  3. #3
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    yes and no resellers generally posess more knowledge than your average client but they can also have more demanding needs.
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  4. #4
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    Originally posted by pixel_fenix
    yes and no resellers generally posess more knowledge than your average client but they can also have more demanding needs.
    Yep, resellers are very demanding, and they also tend to push things to the limit more, in order to keep their clients happy. As a general rule, they tend to be more knowledgable than the average hosting user. That is not always the case, but in most cases it could be the case.

    Also remember that they're basically inviting clients onto your server, so you need to be extra vigilant in what's coming through the door.

  5. #5
    Yes, we have also 70% customers are resellers from world wide on monthly payment basis. We are from India and in India most of the customers of shared hosting like to pay annually. So its very easy us to pay monthly rental for servers due to monthly resellers.

  6. #6
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    I'd have to agree, resellers can be somewhat more demanding at times; I'd have to say I've had my strange of strange software requests. I might start specializing Frozen Web Hosting more towards resellers because of the sheer amount of sign ups I've been having from them. The bulk low cost pricing attracts many customers; from WHT alone I get about 4 signups a day. Thanks WHT!
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  7. #7
    Id have to agree, Reseller customers are excellent.

    Our main reason for specialising only in reseller accounts was mainly so that we arent competing with them.. so as the customer couldnt exactly "cut out the middleman" so to speak and we are not in any way competing with them.

    The fact that most resellers pay on time and generally have a lower churn rate is probably their reluctance to move if something minor happens.. its probably too much of a hassle.

  8. #8
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    Resellers play an important role in bridging the gap between end-users and service providers. They are supposedly on top of things and should hold a view to move business should any one provider fail to satisfy. Being technically more competent, resellers provide value added services.

    Moreover, service providers are left to run the NOC, attending lto serious issues and leaving trivials to resellers. It works out well for everyone.

    resellers, being technically inclined, are more forgiving and understanding as long as all is within reasonable limits. If service providers are reasonable, there's no reason for resellers to move elsewhere. However, make no mistake, piss them off, they're out and leaving a trail of bad publicity as well.

    Only thing missing is a reseller rating/accredition system. I'm one who had to educate myself through many forums etc. This site has become too extensive, and a newcomer had better be prepared to pour over thousands of posts to gain firm understanding of reselling.
    W~A~H

  9. #9
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    All great points, really solidifies my standpoint
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  10. #10
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    Hosters may think that Web Hosting Resellers are good Clients because they usually have a lot of sub-accounts and it's a pain for them to move. Clients that are single site Hosting are more apt to move because it's very easy for them.

    We run about 50/50 and found that good service/support goes a long way with either type Client, although, training for Resellers is definitely more involved. I've sometimes spent an hour or two on a Yahoo chat with a Reseller Client, but don't really mind. Once Resellers understand how things work and basic troubleshooting methods, their Support requests become very few.

    Either way though, treating a Client as a Client and giving all Clients the same level of Support, will work best for everybody.
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  11. #11
    I agree - both are great. Resellers many times have more questions at first but that is always expected
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  12. #12
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    Resellers are generally much more loyal to their provider, understand how to run most things (we don't have to deal with basic support questions), and know good service when they get it Go resellers!
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  13. #13
    As a reseller myself (Rhiannon and I, actually, hehe), I tend to be loyal to whichever company we're buying from...until they screw up bigtime or prove beyond a shadow of a doubt that they are incompetant. We were with Hostdime for awhile, stayed with them through a lot of BS, but when they proved that they were just going to run off at the mouth and spew BS to get us off their case, we went elsewhere. With iwebspeed...well, I need not go into details, everyone knows what happened with them. We've developed somewhat of a balance between what is acceptable and what simply doesn't fly. Since we're a smaller company, our ability to pick up and go elsewhere in a short amount of time isn't a tremendous problem, unlike for resellers with thousands of clients. We ARE demanding customers, we want what we have paid for, and we're either going to get it or go on to someone else. But if someone can prove that they're worth their salt, they've got a loyal client for life.

  14. #14
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    You make some good points, nodtveidt, but I don't feel you would be a demanding Client by simply wanting what you paid for. That's to be expected by any Client/Purchaser in any business. Seems you have had a run of bad luck though, with the two Hosters you mention. One must learn, usually through experience, what is a good model for price to services ratio.

    A good rule of thumb is divide what the monthly payment is by the amount of Data transfer provided -- in GB. Use that as a base, to determine if you were/are getting good service & support at that price, from a previous or current Hoster. Most have found that it gets tricky when the price per GB is less than .50 cents. By using your own experience though, you will have an excellent baseline to work from.
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  15. #15
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    But if someone can prove that they're worth their salt, they've got a loyal client for life.
    It's usually true for any market... Well, maybe not "for life", but for a very long period of time yes. Some people just don't realize the real value of a customer: the lifetime value.

  16. #16
    It's a big benifit to have resellers as customers that you don't have a lot of worries about support resellers handle a lot of things. Also monthly payment maks you a flow of money for your payments.

  17. #17
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    Giving great service to a reseller unfortunately, doesn't necessarily mean they'll be around very long. I've had many resellers who been able to advantage over great uptime and move away to a dedicated server

    We offer dedicated servers ourselves, but obviously our pricing can't compete with that of ServerMatrix, WHI, etc.
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  18. #18
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    Moving Resellers to their own Dedicated, with possible management by us -- who they had their Reseller account with -- is a natural progression. Actually it's one that most of us Hosters look forward to as it means we've helped our Client, the Reseller, grow to a very large Client base of their own.

    As most Resellers still don't want to learn the ServerAdmin side of running a Server, it is only natural for them to look to the Hoster that provided their Reseller hosting. Presuming service, uptime and everything else will be at the same level or better, it's a win-win-win situation: the original Hoster doing ServerAdmin, the Reseller now having their own Server and, of course, their Clients as well.

    Price isn't everything and good service at any level, goes a long way.
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  19. #19
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    Read whole thread and wish to add some words...

    All of us know that if you are selling "big cake pieces", you needn't to deliver as much support and other services to the client.

    That's why most there said that offering resellers plan only (or primarily) is the win-win position.

    However while resellers hosting could simplify company's life (in the support and administration meanings) it will close the opportunity to become self-reseller. E.g. try to catch as much personal customer as they can.

    In general, small customers needs few support, their sites mostly static in the meanings of updates.

    So, you never need to forget about small customers even if you are the datacenter itself

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  20. #20
    Originally posted by nodtveidt
    As a reseller myself (Rhiannon and I, actually, hehe), I tend to be loyal to whichever company we're buying from...until they screw up bigtime or prove beyond a shadow of a doubt that they are incompetant. We were with Hostdime for awhile, stayed with them through a lot of BS, but when they proved that they were just going to run off at the mouth and spew BS to get us off their case, we went elsewhere. With iwebspeed...well, I need not go into details, everyone knows what happened with them. We've developed somewhat of a balance between what is acceptable and what simply doesn't fly. Since we're a smaller company, our ability to pick up and go elsewhere in a short amount of time isn't a tremendous problem, unlike for resellers with thousands of clients. We ARE demanding customers, we want what we have paid for, and we're either going to get it or go on to someone else. But if someone can prove that they're worth their salt, they've got a loyal client for life.
    Can I asked who you're with right now?

    Thanks

    Chris

  21. #21
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    Originally posted by Website Rob
    Moving Resellers to their own Dedicated, with possible management by us -- who they had their Reseller account with -- is a natural progression. Actually it's one that most of us Hosters look forward to as it means we've helped our Client, the Reseller, grow to a very large Client base of their own.
    That is so true. Reseller eventually want Resellers. If you give them the option to sell reseller accounts, you might keep them longer.

  22. #22
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    Originally posted by cPanelSubs
    That is so true. Reseller eventually want Resellers. If you give them the option to sell reseller accounts, you might keep them longer.
    I disagree, immensely.

    I think that when you start allowing resellers to sell reseller plans under their name, you are diluting your own brand. Diluting your own brand should not be an option, for anyone that wishes to stay in business for a long time.

    Sure, you get the money, and the usage, but growth and stability will take a real blow. Support will weaken in time, as the client of a reseller of a reseller has a problem, along with 10-50 at the same tier.

    Reselling reseller accounts, is simply one tier too far, in my opinion. Any company that uses this as a marketing gimmick/selling technique, is signing their own proverbial death warrant, in most cases.

    Offering it to some select clients, that have an extensive history with your company, is one thing. Offering it to Joe Public, is another.

    A reseller povider should only drop back from the limelight, a certain distance. Offering this tiering, that goes too far, drops them almost out of the loop, bringing them back would be a hard task.

    Simon
    EIRCA Ltd, home of The Genius Network.

  23. #23
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    I'd have to say reselling reseller accounts does mess up the chain.

    As a reseller host, think about it- You are providing your competition with their accounts.

  24. #24
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    ok, i remember when i was a small little reseller. wow, us "n00b" reseller's erm.. where one pain to deal with. reseller accounts are a good source of revenue source for web hosts but yes "n00b" resellers can be a very "needy" customer. not that there is anything wrong with that. just make sure you know what your getting into before you go offering reseller accounts.

  25. #25
    Although resellers are looking out for there customers and do try to push limits but they are more understanding about things than just endusers who seem to loose their patience quickly....

  26. #26
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    Although resellers are looking out for there customers and do try to push limits but they are more understanding about things than just endusers who seem to loose their patience quickly....
    You are right!
    While end-user going crazy after reset its password and still using the old one, the reseller think twice before contacting webhost.

    Seems like resellers love to do the things by itselves - this way they feel more secure and wise

  27. #27
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    ...but on the other side, reseller's much more demanding in the meaning of server tweaks and so on. However we love it - you know - work with the professionals very interesting, you can learn something new, deal with new situations and resolve them.

    End-users in general like straightforwarders - they do want cPanel, Fantastico, nice skin and webmail

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