As a Barry, there are things I really don't like to see come across my desk. A partial list, in no particular order:
- Marketers who contact me directly for help, but fail to include even the most basic of data for me to look at, like IPs and error messages. This is especially annoying when accompanied by a rant about my system's incompetence.
- Marketers that lie about the kind of mail they will be sending in order to game the system, or that abuse the trusted status of a transactional-only IP by sending marketing mail over it after some time has passed...thinking we won't notice.
- Marketers that fluff their lists with a jillion "test" accounts...thinking we won't notice...and then ask me why their delivery and IP reputation are bad.
- Marketers that use obfuscation services on their whois, have false-front websites or just an unsubscribe link for a site, have IPs scattered all over creation, and claim their mail stream is pure as the driven snow.
- Marketers that send spam to my work email and then tell me their lists are legitimate.
- Marketers that get my name from someone else who got it from someone else and contact me directly about netblocks that have a horrible IP reputation, whose mail is a voluminous stream of stuff that our stats clearly indicate that the recipients don't care about...and on the basis of this tenuous relationship demand that I whitelist them so they don't get blocked anymore.
- Marketers that get blocked repeatedly and never change their mailing practices...and contact me directly asking me to intervene for them because they're special and our data are clearly wrong.
- Marketers that don't understand what a deliverability emergency actually is, and escalate to me during non-business hours by way of media I cannot ignore. A hint: very few situations meet the criteria for "deliverability emergency."
- Marketers who believe they have a deliverability emergency, and contact 6 different people at my company, without telling those 6 people that they have also contacted others. The resulting fire-drill does not generate warm fuzzy feelings.
- Marketers new to the game who jump in feet first without doing any research, have no idea what they're doing or how to send marketing mail correctly, how to manage their mailing lists, etc...who then get legitimately blocked as a result and escalate to senior management. They get told the same thing by everyone from the bottom of the chain to the top, but continue to threaten legal action or to hold their breath until they turn blue...but don't actually take any of the advice they're given on how to solve their problems.
I do this job for many reasons. One of them is that I actually really like helping people. I suspect this holds true for most Barrys. If you do any of these things I just listed, either you have created your own problem and we have no way to fix it for you, or you have annoyed us to the point where we have no desire to help you. Please, help us help you by not not doing these things.
Laura Atkins wrote an excellent post about the care and feeding of relationships of ISP reps, which should be required reading for anyone that thinks contacting an ISP is the necessary next step in solving their problems. Sometimes contact is the correct next step...but there are ways to go about it that will get better results than others.