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On the other side of the game, @AnthonySmith has disabled the ability for his LES creatures to create tickets, and seems that things are going much smoother now.
In my experience, of course you have to prioritise certain customers and certain types of issues sometimes but actively deprioritising certain customers only leads to animosity.
I think the key is to make it crystal clear what each service includes and doesn't include. I think that's why @AnthonySmith's approach works better.
And of course, don't offer unsustainable services that will tarnish your reputation. Work out what it'll cost to offer a service when you have to employ people etc., If that's your plan.
this.
Haha, just had the idea to have a ticket form that submits to a Google search
What approach is that? The person you referred to did not make a post in this thread as far as I can tell.
The give everyone all the information and set very clear boundaries I have been preaching for the last 7 years here.
Which host is it you represent again?