Nothing Beats Great Customer Service
A recent conversation I had with my wife:
Jim: I just had a great experience with my webhost.
Amy: What happened?
Jim: I noticed I was getting server errors on one of my sites. I opened their Live Support and immediately got a response that said "Hi! This is Brian. How can I help you?"
I told Brian I had server errors and he said "We'll fix it ASAP." In about 5 minutes everything was working as normal. Then I received an email explaining what was wrong.
Amy: That's cool.
Jim: They're located in Florida…it's 1AM there.
Amy: Nothing beats great customer service.
Jim: Nope. It's worth everything…
The webhost is HostGator. I have no affiliation with them.
The point of this story is the last line my wife spoke…nothing beats great customer service. Customer service is the greatest of all competitive weapons.
Bad things will happen in all businesses – deliveries will be late, promised will be missed, products will fail, and services will come-up short – that's life. It happens to all businesses.
What will always be remembered is how you respond. That's the lesson for us all.
Customer Service | admin | 20 September 2006 |
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By Outsourcing Philippines, September 20, 2006 @ 9:19 pm
My thoughts exactly with Host Gator. We needed to upload a big database and could not do it remotely. They took care of it in five minutes. Awesome guys. We resell their hosting, and also use the same “live” website monitoring to chat with our surfers.
Gotta Love it!
By Tim King, September 21, 2006 @ 12:04 pm
This reminds me of an experience I had some months ago with Wine.com (http://www.jtse.com/blog/2006/04/24/did-fedex-finally-deliver). Because of the way Wine.com responded, and only because of that, I have ordered from them again several times. I remain a dedicated customer.
You’re absolutely right. Things will go wrong, no matter how hard you try to avoid them. But a little customer service goes a long way.
-TimK
By Jim Logan, September 21, 2006 @ 2:54 pm
Outsourcing,
Yes, HostGator is great at delivering customer service. The sad thing is they have no great opportunity to serve than others. In other words, everyone could deliver the same outstanding service…they simply choose not to.
By Jim Logan, September 21, 2006 @ 2:58 pm
Tim,
Thanks for the comment! Things will go wrong…which is why it’s surprising more companies don’t factor that into the equation from Day One. Following-up and setting expectations is the simplest thing in the world to do. And that’s where many companies fall short.