[39431] in North American Network Operators' Group
Re: The MSN Messenger
daemon@ATHENA.MIT.EDU (Moe Allen)
Sun Jul 8 00:35:54 2001
Message-ID: <007201c10767$6076aa20$c97391d0@vidnet.net>
From: "Moe Allen" <moe@vidnet.net>
To: "Nanog Users" <nanog@merit.edu>
Date: Sat, 7 Jul 2001 23:35:12 -0500
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Well, we are one of those small ISP's. Our company, over the past 6 =
years, had an association with a larger ISP. This larger ISP had =
customers in a Metroplex area as well as customers in South America. =20
If you believe in the old adage, all things are equal, when everyone is =
running the same two programs (MSIE & Netscape) and same type of =
equipment, then the percentage of trouble tickets would be the same in a =
small ISP as it would be in a large one. On one occasion the President =
of the larger ISP call and ask if I could come down for a meeting. So I =
did. The main topic of this meeting was, why were we having less =
customer complaints, than the big boys. Both companies were handling =
everything the same. My answer was, we started a Help Desk. Everytime =
something went wrong, I sent out an e-mail. The e-mail detailed the =
problems and how long I thought it was going to take to fix. =20
If during the repair, we found it was going to be longer, I sent another =
e-mail to our customers. Upon repair, I sent another e-mail and =
explained the problems and include, if the repair was a band-aid or a =
solid repair. I also e-mailed our group about planned outages, C&W =
problems, etc. Well it have been 6 years and I am still writing the =
e-mails. But now, we call the "Vidnet -- Alerts"=20
In our last poll, I asked if our customers wanted the "Alerts" stopped. =
To my surprise, a 100% of the users that replied stated, "No, keep up =
the good work." So, I don't believe you can go wrong, if you keep your =
customers informed. It doesn't matter if you are an ISP or a Software =
Company. The more information you can supply to the customer, the =
happier the customer. Even if they don't understand everything in the =
e-mail...
Respectfully,
Morris Allen
President
VidcomNet, Inc.
=20
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<DIV><FONT face=3DArial size=3D2>Well, we are one of those small =
ISP's. Our=20
company, over the past 6 years, had an association with a =
larger ISP.=20
This larger ISP had customers in a Metroplex area as well as =
customers in=20
South America. </FONT></DIV>
<DIV><FONT face=3DArial size=3D2></FONT> </DIV>
<DIV><FONT face=3DArial size=3D2>If you believe in the old adage, all =
things are=20
equal, when everyone is running the same two programs (MSIE =
&=20
Netscape) and same type of equipment, then the percentage of trouble =
tickets=20
would be the same in a small ISP as it would be in a large one. On =
one=20
occasion the President of the larger ISP call and ask if =
I could=20
come down for a meeting. So I did. The main topic of =
this=20
meeting was, why were we having less customer complaints, than the =
big=20
boys. Both companies were handling everything the same. =
My=20
answer was, we started a Help Desk. =20
Everytime something went wrong, I sent out an =
e-mail.=20
The e-mail detailed the problems and how long I thought it =
was going=20
to take to fix. </FONT></DIV>
<DIV><FONT face=3DArial size=3D2></FONT> </DIV>
<DIV><FONT face=3DArial size=3D2>If during the repair, we found it was =
going to be=20
longer, I sent another e-mail to our customers. Upon repair, =
I sent=20
another e-mail and explained the problems and include, if the =
repair was a=20
band-aid or a solid repair. I also e-mailed our =
group about=20
planned outages, C&W problems, etc. Well it have been 6 years =
and=20
I am still writing the e-mails. But now, we call the "Vidnet =
--=20
Alerts" </FONT></DIV>
<DIV><FONT face=3DArial size=3D2></FONT> </DIV>
<DIV><FONT face=3DArial size=3D2> In our last poll, I asked if =
our=20
customers wanted the "Alerts" stopped. To my surprise, a 100% =
of the=20
users that replied stated, "No, keep up the good work." So, I =
don't=20
believe you can go wrong, if you keep your=20
customers informed. It doesn't matter if you are an ISP or=20
a Software Company. The more information you can supply to=20
the customer, the happier the customer. Even if they =
don't=20
understand everything in the e-mail...</FONT></DIV>
<DIV><FONT face=3DArial size=3D2>Respectfully,</FONT></DIV>
<DIV><FONT face=3DArial size=3D2>Morris Allen</FONT></DIV>
<DIV><FONT face=3DArial size=3D2>President</FONT></DIV>
<DIV><FONT face=3DArial size=3D2>VidcomNet, Inc.</FONT></DIV>
<DIV><FONT face=3DArial =
size=3D2> </FONT></DIV></BODY></HTML>
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