Hardship billing

Would love to hear or see any letters or responses you guys are sending out to your customers. 

We're getting responses all over the board from "How dare you send us a bill" to "Can you please pause or billing dating back to March and re-start in July?" to "Our print are down 80%, can you please only charge us for what we used instead of the full allowance?".

It's quite the challenge because we want these customers to be with us for the long haul but at the same time we still need to pay employees.  The other challenge is that we're still insuring the service on these devices even when they're not being used so to just re-open an account in July and be responsible for immediate service calls is a concern.  

Curious to see how you guys are handling these discussions.

Thanks

Rick 

I'm a client rep, thus we're doing a case by case basis.  We are trying to help, however like you said it's a fine line between remaining profitable and not