What Should I Do .... Very Annoying !!!

H

hostroyal.us

Account Disabled
so there is this one client he opens like 20 tickets per day

ONE DAY ....

I place 2 name-servers in the ticket ...

he says my domain company has 2 slots for name-server 's you only gave 1


clearly there are 2 name server's he says there is 1 i let him know there are 2 not 1

he says please send 2 name server's ... i ignore him an remain friendly

once again i send 2 name-servers's

24 hours later the ticket is updated

please send both name servers he says

i say please read the messages in this ticket and you'll find the name server's mentioned twice

then he says oh ok thank you i see them both now :uhh:

on another day he open's 5 different ticket's

one ticket titled

HI

the other's one titled

HELP
WEBSITE
CLOUDFLARE
PLEASE TELL ME PRETTY PLEASE?!?!

the one titled HI
says


hi dear just wishing you a beautiful day please enjoy yourself
you may close the ticket i just wanted to say hi

the one titled WEBSITE
says

do you offer free website designing i'm looking to get me a custom website made but would like it done for free of charge '

the one titled CLOUDFLARE
says

can you please teach me how to cloudflare my website ?

the one titled PLEASE TELL ME PRETTY PLEASE?!?!
says

please tell me how do i start hosting company like your's


:help::help::help:

everyday he opens like 20 tickets i swear :crash::crash:
it's so annoying not sure what too do
 
Hi HostRoyal,

It seems someone is trolling you. If you are offering free hosting, then you can ban him right away and cancel his services but however, if he is a paying customer then you need to be little cautious.

If he is a paying customer, please ask him not to abuse the ticket system. You can also warn him regarding this.

Thank you.
 
If your Terms of Service has anything about abusing your systems, this is a good way to fall back on. As well, you can just generally warn him about abusing his services. If he continues you can tell them that their services will be revoked at the end of his billing time.

I'd make sure to add it to your Terms of Service if it's not there already, this is a good way to make sure that your clients don't stress you out + abuse the system.
 
We all have from time to time annoying customers and its difficult to gauge sometimes if they are genuine, or trying to be annoying.

I've personally dealt with a person just this week who opened a ticket for each and every domain (more than 20) because they couldn't find something clearly stated in their welcome message and also in the knowledge base.
(Thank you God for "Merge Tickets")

I often ask the question "which bits do you not understand and I'll try to explain them", this kind of forces them to do some reading in order to give you "the bits" and often they close the ticket having got the answer themselves.

I think some customers just want you to do all the configuration work.
I always point them to my "time and materials" clause, or at the fully managed solutions.

We love helping customers and don't mind helping them with configuration and explanations, especially when they are new to the game, however, what we must get across to them is that we are a business and since our time is paid for by our business, they have to pay the business for our time.

As we don't usually charge for tickets, some customers haven't liked it when they get a quote for work they can't do themselves.
I know for a fact the "big boys" in hosting would just say no, so we are at least giving them the choice.

In the above case I don't know how much the person is paying for their solution. (We find the less they pay for more they appear to ask for help).

Sometimes you need to say that the amount of help they need exceeds the profits made of their account and you'll have to charge for work or answers to questions clearly spelled out in the knowledge base.

Also I like to underline the fact that time wasting is NOT tolerated as it reduces the time we can spend on genuine requests.
 
Sorry to be harsh but you don't know if your customer could have some sort of learning difficulty or maybe even autism, and genuinely need help to get through some problems, my advice is treat every customer as genuine, you'll know when they are trolling, I don't think this customer was trolling, I think they were genuine and stuck, as much as the HI ticket seemed a little strange I would have been polite and said Hi back, thought nothing of it and went on with my day, it takes little more than a minute to reply Hello, thank you do you require any assistance today?
 
If i have a client who has issues like that i would never ignore them, i will try and sort it through the ticket, if this is still not working i will offer to remote access their PC/laptop using teamviewer so can see where they are going wrong or i will even ask them if they would allow me access to their domain registrar and i will set their nameservers for them. I will do this FOC for the first time, but if they ask again for another domain then i will charge them. It is amazing how the words ' i will charge you £** for doing this' seems to have some people figure out they can do the work themselves. I would rather have the clients do the work as if you keep doing the work (even charging) for them then they will never learn anything themselves
 
who said i ignored the client in that type of way? i stated i ignored him an remained friendly so who turned my words into a negative chaos? when i said ignore him i was meaning i ignored the way he acted i did not get angry or curse him out neither terminate his service's i ignored him an remained friendly ... don't take my word's incorrectly ignoring was what was best for me and him i could have went a different route with it i did send him a message and asked for him to stop abusing the ticket system and too only open tickets when he really really super really needs help or all his service's will be terminated i have not heard from him so far so i think he understands but forward as the ignorning nooo i never said i ignored in that way in my 1st post it clearly states how i was responding too his tickets and stuff and actually there is not 1 ticket that i have not responded too and that's why he was annoying me because every morning i'm replying to like 20 tickets from him i thank areeb for his advice it really helped me with my situation and thanks to everyone else who replied as well thanks again i really appreciate it
 
The questions are not terribly hard to answer, though. Sure, it takes some of your time, but replying to a customer like this might end up to be a positive thing. If they're this active, perhaps they'll one day find review-sites or discussion boards like HD or WHT. If you're the one that explained everything to them is a polite way, they could be an excellent advocate for when they learned everything about this business.

It may be a long shot, but worth spending 5 minutes on, I think.
 
You will see such clients form time to time :)
For us if we find a client open more than a ticket for the same issue or similar issues we merge all tickets and ask him never to do so. from my experience those clients never repeat that behavior, after the warring and seeing our fast response and that we have responded to all inquiries.
 
I agree. It is also a good idea to have an extensive Knowledgebase, then you can direct such clients to the relevant KB article.
If its an issue that's not in your KB, but may be relevant to other clients then create a KB article for the issue with a solution
 
easyhostmedia said:
I agree. It is also a good idea to have an extensive Knowledgebase, then you can direct such clients to the relevant KB article.
If its an issue that's not in your KB, but may be relevant to other clients then create a KB article for the issue with a solution
Click to expand...

Yes, I wanted to mention that in my previous post, but I forgot..

This is solid advice.
 
easyhostmedia said:
It still amazes me after 11 years doing this that some people still cant follow simple KB articles
Click to expand...

...the same as it bothers me how one would think they are going to build a great and successful online business and don't bother to learn the difference between hosting and domain or hosting and development :shaky::rolleyes2
 
Rado_Ch said:
...the same as it bothers me how one would think they are going to build a great and successful online business and don't bother to learn the difference between hosting and domain or hosting and development :shaky::rolleyes2
Click to expand...

another bug bear is you get some that will buy a $2 a year unlimited everything reseller account from a certain auction site and call themselves a webhost.

some have no idea what DNS is or a dedicated IP
 
easyhostmedia said:
It still amazes me after 11 years doing this that some people still cant follow simple KB sub articles
Click to expand...

How you 'implement' your KB really helps in getting users to actually read it. Whilst every provider would love it, most won't go searching and reading through a KB for the possibility of finding what they're looking for.

If however you implement 'KB Suggestions' whilst they're creating a ticket or live chat then they might just find relevant results without having to search which is a big plus.

To give you an example, we have a knowledge base, a forum and a blog which is updated daily on numerous softwares but of course, not many will search all 3 to find what they want. Try starting a live chat on our website, it will give you relevant results for all 3 mediums before a live chat can be initiated.
 
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