After struggling for quite some time with how to interact with ""raw"" web leads I've finally started to follow this procedure:
1. No more than 5 minute phone conversation
2. Make them aware that we have a fee for our initial services
3. Point them to
http://www.s-consult.com/request-information/diagnosis/ where they can download and agree to our terms and choose the level of service (how fast) they'd like help.
I'm not designing this to get into the per call support game.
It is my opinion that most users will not pay anything. What I've designed this for is to make the initial calls manageable and not hourlong brain picking sessions where machine gun dozens of technical questions hoping to get a freebie or three out of me.
I've also used this successfully for customers who have left my annual agreement and then tried to call with a quick question.
Note that the lowest level of service is a call at least 24 business hours later (I've found this is a very good way to drive value between pricing options)
Note:
- This is primarily for web inquiries looking for support who are not somehow referred
- Leads where the person is:
a. IT Director
b. New employee
c. Someone other than CFO/Owner
- I've specifically labeled this a diagnosis and I require sign off on the agreement so as to help mitigate potential charge backs. The user is not buying support - they're busying a visit to the MAS90 doctor...