Why does a client call the phone for any minor problem in the program?

Question

Work organization

I'm in the business of selling software.

Regarding the program: the site states: the cost of the program is 2500 rubles, free technical support for 12 months. Technical support is provided as follows:

- By e-mail, on the forum.

- The client can call by phone to resolve urgent issues.

- In exceptional situations, remote support is provided through the Ammyy Admin, Team Viewer programs.

Most clients (thank God) first try to figure it out themselves (besides, the program interface is made easy), then if something is not clear, they write questions by e-mail (and many do not write to e-mail - because everything works anyway) . Further I give consultations; if the problem is related to an error in the program, I fix the error and send the update to e-mail.

In exceptional cases, support by phone and even more so remotely.

But then I got one client who abuses phone calls. If something in the program is not clear or some kind of failure occurs (the failure can occur not only because of the program), it immediately calls the phone.

He is from Moscow and probably thinks that if he paid 2500, then I (a regional programmer) is now obliged to advise (as well as make improvements and suggestions) by phone at any time of the day (no matter what problems).

If all clients were like that (God forbid), I would probably throw out the phone and stop doing this business (selling programs) and get a job for 15-20 thousand a month (it’s hard to find more here).

I looked at the number of calls for the last 2 months - it turned out that there were 39 of them! (other clients have a maximum of 5-10, and an average of 0-2). At the same time, despite the fact that my website says that the working day is Mon-Fri from 9 to 18, calls are made until 22, as well as on Saturday and Sunday. It even happens in the bathroom. Thank God at one in the morning does not call.

I think that you need to somehow wean him from calls. Or make it clear that calls in such a quantity are only for an additional fee (even if something in the program is wrong, you can write by e-mail). Improvements are also probably worth doing for an additional fee (or on a first-come, first-served basis). Now I'm thinking about how to tell him about it.

I can’t completely turn off the phone for the weekend, because new customers can call, 50% of new customers call by phone (the rest by e-mail). It turns out that the annoying client is carrying out something like a DDOS attack on me.

Now I'm trying to solve the problem technically. Unfortunately, the call management capabilities of Android phones are limited (and very annoying). What I did now (I have an Android phone):

- I put a different melody on the call from this client so as not to jump up abruptly when calling (and suddenly a new client).

- I think now from this client to take calls only on Mon-Fri from 9 to 18 hours. Otherwise, don't pick up the phone.

- If during the negotiations we came to the conclusion that it is necessary to make any additions to the program (I do it for free), I ask you to send all negotiations and wishes to e-mail (despite the fact that we agreed).

- Put a program to automatically put the phone into silent mode from 21 to 8 in the morning (now I'm calm - if I fight calls in the evenings and on weekends, he won't be able to call out of spite at night (I think he won't do this anyway, but that's not the point, it's about inner strength and calmness, that in which case I can cope with the situation - this gives confidence, which I lack)).

I don’t want to install Black List programs and the like on my phone. They say that they sometimes drop calls that are not on the black list (and this is the loss of new customers and, accordingly, money). Instead, I found an option: I can put silence on the necessary contacts as a melody (this is if there is a pipe at all).

I wish I had such an option: silence on incoming calls specifically from this client during non-working hours (it is desirable that he thinks that the phone is turned off), a quiet melody during working hours (but for other clients everything remains as it was - service at any time). And also the ability to manually remove the call picture from this client from the screen at an inopportune time so that you can use the phone without being afraid to receive a call and not get bored with the call melody (for example, I watch TV on Sunday and this client calls - the ringtone is annoying, but remove the phone or I can’t completely switch to silent mode - new clients can call; I don’t want to put silence on this client’s call - in theory he has the right to call during working hours, although I want to limit this too - it distracts from work - but I don’t know yet how).

Or would such a solution - programmatically on Android limit the number of calls from 1 client to 5-10 per month, by time of day, by day of the week, etc.

I also think it is possible to ask for payment for consultations by phone (and for improvements - not correcting errors namely, improvements) and how to do it ... I don’t want to swear, but the current situation is not quite normal (you need to learn how to solve such problems - if there are 5 such clients, the roof can move out).

Tell me, please, what am I doing wrong?

And how can the problem be solved (technically or psychologically - it doesn't matter, the main thing is the result) - what ideas?

PS I don't want to write anything additional on the site (the number of calls is limited, etc., improvements for an additional fee, technical support for an additional fee, etc.) - this will scare away normal customers, who are still the majority (and then the business is over, it is already on the verge - I have a struggle for each client - literally survival). Moreover, I do improvements and technical support for free.

Answer 1

Just say "I can't answer this question over the phone, email me." Or, as it is, "I'm sorry, but your calls are taking up too much of my time. Email me." Be more confident in yourself. You don't have to be rude, but for the rest, tell it like it is.
Well, you should always pick up the phone, and if you turn it off, put on the voice answering machine "you called after hours, call back at so much."

Answer 2

Or/and specify in the license agreement the number of phone calls.

Answer 3

The phone rings clearly why - it's fast. When sending a message to the mail, it is not clear when the answer will be, when the letter will be read, etc. To solve this problem, you need to install an artificial barrier that will negate all the advantages of the phone.
For example: do not give customers your phone number, but ask them to create a support ticket. Depending on the complexity of the task, you can answer by email, or you can call the client and talk. Transfer an annoying client to such a mode of service, because he does not know how big your company is, say that now you have such a new order. Then you will be able to watch applications at a convenient time for yourself, no one will be able to call you after hours, in general, everyone is happy.

Answer 4

You need to connect a pay phone, where a minute is 50 rubles. The issue will be resolved

Answer 5

The telephone is the fastest way to solve the problem.

Answer 6

Just terminate the contract with this client and return part of the money for the service.