Customers who have their own customers.
WHAT MAKES THEM DIFFERENT
They support their own customers They need to look competent to them Their problems affect several end users
WHAT THEY NEED FROM YOU
Faster answers than end users Deeper technical detail Advance notice of changes Materials they can pass on
WHY ADVANCE NOTICE MATTERS MOST
They must prepare their own customers.
WHAT TO ESTABLISH
Whether you speak to their customers directly.
WHAT THE USUAL ANSWER IS
No, unless agreed.
WHY
It undermines their relationship and confuses ownership.
WHAT TO DO IF AN END USER CONTACTS YOU
Redirect them courteously to the reseller.
WHAT TO PROVIDE THE RESELLER
A route to escalate on behalf of their customer Enough information to answer confidently
WHAT TO AVOID
Telling a reseller's customer something the reseller has not.
WHAT TO TRAIN RESELLERS ON
Common problems and their solutions.
WHY
It reduces escalation and improves their service.
WHAT TO MEASURE
Escalation volume per reseller.
WHAT A HIGH RATE INDICATES
A training or documentation gap.
WHAT TO DO
Address it, rather than absorbing the volume.
