I'm a big fan of proactive, friendly customer service; in fact I'll often call customers personally on the phone (much to their surprise) to help them with login or download help.
And I always respond to emails/support tickets within 60 minutes to 12 hours. I'm hyper responsive and responsible.
But on rare occasion, i get a customer that every month will contact me asking for their login /pass info, though they've been sent it multiple times. Or ask many questions that are already clearly answered in the FAQs. etc...
any insights? I guess it's cost-of-doing business; I just don't want to waste a ton of support time on the very few who don't follow directions or are lonely and want too much support or whatever. As business continues to grow, I need to set boundaries, and realize you don't want the business of some people. I try and be polite the first 2-3 times they ask the same question, but patience wears thin for those that don't follow clear directions, or want too much personal access under the guise of support.