We have a relatively small demographic and most of our customers are small businesses. Many of them have either a hard time understanding or a hard time accepting that computer related calls are billable.
I'm interested in what other companies policies are and what they're experiencing regarding this. We're not an IT company and do not intend to become one, but I think we do a good job supporting our products and we're happy to do so for our customers.
How can we make this more palatable to the customer without just giving it away? Is it going the route of the color click charge where you have to just give away all of your profit? Currently we have a conversation that this is outside of your "copier" agreement and it will be billable. However, I always get the feeling that the customer thinks we're taking advantage of them.
I appreciate your feedback.
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