I agree, an automated responder would no doubt help? or perhaps a "call center" who can be programmed to say the same thing..?The problem obviously is that you risk alienating your potential customers who will give you negative reviews. I can only imagine you hadn't thought of this before starting. I strongly recommend you give it some thought now and deal with it. It's likely to become a big problem.
This is true, we do risk alienating potential customers who are unable to be patient enough to wait.. We would rather have negative reviews from people about not getting a service when they demand than have negative reviews from the customers we already have..
I do not agree that it will become a big problem, yes we may lose potential customers until we grow enough to bolt on more customer facing staff but this is the situation for all small businesses. Larger businesses have teams of installer monkeys and call centres but none of them, at least where we cover, do what we do, i.e. Provide a "fast for all" broadband service and at ADSL like prices.
If we doubled our service fees then we could add more staff, would the potential lost customers then bother to enquire in the first place? , i doubt it.
So as i said, negative reviews for not having our service we can live with as long as those we connect every day are happy and get the service they ordered..
When you say before starting, we started this nearly 5 years ago, the broadband industry was a completely different beast back then and people's expectations or frustrations were nowhere near what they are today, mainly due to the broadening gap between advertised headline speeds and actual throughput on xDSL services.. Our service offerings were a meagre 6 Mbps back then, but at the time most people had 512k. via ADSL...
Bill Lewis - MD
Kijoma Broadband - (Division of Kijoma Solutions Ltd)
High Speed Wireless broadband ISP
The UK's top rated Wireless ISP 2005 - 2008 - ISP Review
Top 5 finalist in best UK wireless ISP - ISPA's 2008
Members of the Internet Service Providers association (www.ISPA.org.uk)