If you charge enough (and in a recurring way), you learn to like calls from insufficiently technically skilled people. It's a kind of lock-in -- surely, no one

If you charge enough (and in a recurring way), you learn to like calls from insufficiently technically skilled people. It's a kind of lock-in -- surely, no one else would put up with this. You also learn how to deal with it efficiently. The trick is to not worry about any 1 particular person, but the whole burden. The average for us isn't bad -- if I could, I'd want to get more calls. Also, if you have the kind of product with addons, you possibly get a chance to offer them (softly). In any case, they usually are the ones that promptly pay the maintenance contract (or can easily be shown the value of it if a manager asks -- here's your call log).