Dealing with Contract and non-Contract customers

[tgafriday]

How do you do it?

We look after a number of Businesses in the UK and currently have two types of customers on our books:

• Ones who pay monthly for IT support (Contract customers)
• Ones that don’t. (non contract customers)

All customers are aware of our support packages and some choose not to come on board, which is fine.

We regularly get calls from the non-contracts requesting support and advice and I’ve devised a system where these support requests are dealt with the least priority (high lead times and email support only)

We’ve had a few complaints, despite me explaining the lead times for PAYG support.

How do you do it?

A few ideas that I’ve tried so far:

• PAYG customers receive a lead time of up to 7 days
• PAYG Customers don’t get phone support and are asked to whip their issue in an email
• This one I’m tempted to try soon – PAYG customers are charged a minimum rate for us to respond to a support request (eg, we charge £50 per hour so a minimum charge will be £60 which will cover for up to 1 hour and £50 per hour thereafter)


How does everyone else handle it?

cheers!

 

[allstarit]

Have you thought about increasing your non-conract rates. This will show the benefits of going on a maintenance plan.

One thing i learnt in my retail experience is to show customers the F.A.B features and benefits of what your selling.

Another option is to sell prepaid tickets which i havent tried but ive seen other technibblers do and say it works well.

Also offer 3 tiers of your maintenance contracts so you have the ability to upsell clients

 

[kjm_phd]

Stay firm. I've had two PAYG businesses ask me for advice several times now despite me telling them that that service is something covered under a support contract. I don't want to alienate local businesses, because this is a small town, so I try to couch whatever information I give them in terms of our support contracts. I figure eventually they'll give up an either a) sign a contract with me, or b) stop bothering trying to get free info out of me.

 

[YeOldeStonecat]

We send an e-mail/pamphlet which explains our MSP packages, and in the description of those will have the "response time" guarantees.

Drives home that point of "quick service"...as well as the many other benefits to them of going on one of your MSP plans.