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Hosting Discussion > Operating a Web Hosting Business > Customer Service and Support Issues > The importance of good and fast customer service
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  Post #1 (permalink)   05-20-2009, 08:00 AM
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When a customer is going to trust you as a web host, they obviously are going to want you to be there for them, whenever they have an issue or question that they want to know about, so it is in your best interest as a web host, to offer prompt and complete replies to whatever questions may arise. You would be surprised by how many web hosts don't seem to care about customer service, with clients sometimes waiting days,weeks, sometimes even NEVER getting a reply!

With customer service like that, it is extremely unlikely that the clients would be sticking around for very long. When a hosting company goes an extra mile or 2 for their customers, it will be one of the things that they will remember you by, and they wll be much more likely to keep doing business with you.
 
 
 


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  Post #2 (permalink)   05-20-2009, 08:17 AM
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You're right on every count. Great customer service is the benchmark that sets successful businesses apart from the rest.
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  Post #3 (permalink)   05-20-2009, 12:05 PM
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I agree that customer service is key. With the competition already out there on price and features, the one place to still stand above the crowd is your customer relationships. I would far rather spend a bit more and have great service than to go with the cheapest and wait days or longer for a question to be answered.
 
 
 


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  Post #4 (permalink)   05-20-2009, 01:43 PM
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Yep, couldn't agree more with what everyone has said. Customer service is the main thing that will keep your business going and growing. Hosts that just ignore support requests are just awful hosts, really shouldn't even be in the business anymore. But, some people still flock to these kinds of hosts becuase they feel their experience will be diffirent. All I can say is if the host does not answer your ticket in less than a day leave!
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  Post #5 (permalink)   05-20-2009, 02:34 PM
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I think most here would agree on this and I know I do. Our place never thinks of the client as just a number. To me personally that is about as dumb as a company could get. Its one thing if you want to be in business short term of course but for those in on the long haul if they do not realize this soon enough, they wont make the haul either.
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  Post #6 (permalink)   05-20-2009, 03:19 PM
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Yep. I love to chat with some of my clients and see how their doing. Most of my clients have me on their msn and we chat for hours, sometimes I group all my clients into one chat and we just talk about what ever. This to me strengthens the relationship and shows my clients that I do care and want them to be happy with my services.
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  Post #7 (permalink)   05-20-2009, 06:18 PM
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Quote:
Originally Posted by shockym View Post
I think most here would agree on this and I know I do. Our place never thinks of the client as just a number. To me personally that is about as dumb as a company could get. Its one thing if you want to be in business short term of course but for those in on the long haul if they do not realize this soon enough, they wont make the haul either.

Yup we all do think that. If you don't give good support don't even think about having your weh hosting company or business. You cannot be lazy and ignore peoples tickets. You need to buy a smart phone and then set up your emails to it. With that you will get a better respodence time and your clients will like you for it.
 
 
 


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  Post #8 (permalink)   05-21-2009, 03:04 PM
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You would be amazed with the amount of good friendships I have forged with people, both as my clients, and for the times that I have been a customer myself. You would be surprised with how far good relationships can get you, from thank you cards, to even gifts!

Treat people right, and they will do the same for you.
 
 
 


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  Post #9 (permalink)   07-22-2009, 12:48 PM
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Yes, Agreed with what all said. Customer Service is the Base of a professional Hosting Company. If a company doesn't have a good Customer relationship, then the end is not too far for them.

However, I would like to inquire here that, How many Hosting companies are really caring there customers?
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  Post #10 (permalink)   07-31-2009, 01:28 PM
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Great customer support is a definite must for success.
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  Post #11 (permalink)   07-31-2009, 02:44 PM
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Honestly, I have seen providers (not web hosting particularly) try to get my business and in the end I got pushed away as just another number. I know how it feels personally and this helps push me to the point of ensuring the highest level of customer service possible in anything that I have a part in managing.
 
 
 


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  Post #12 (permalink)   09-08-2009, 01:49 PM
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Great customer service is our foundation stone of our business.If your customer service is very good you will get good 'Word of mouth',your business will become more and more.
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  Post #13 (permalink)   09-09-2009, 10:06 AM
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Quote:
Originally Posted by JamesCWilson View Post
Treat people right, and they will do the same for you.
That is why I have the sig. here that I do, I notice on many sites people tend to talk a great deal about their clients but they are still talking about them as numbers so to speak. A good relationship (and respect) can go a great way. I still have clients emailing me asking me how the baby is (when I had an email alert set to away when I gave birth). Friendly is good, over friendly is a touchy subject, but just treating people as people goes a great distance.
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  Post #14 (permalink)   09-14-2009, 12:35 PM
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This is all true! If you go that extra mile then customers are a) More likely to stay with you and b) More likely to tell other people about your services.

So it's not just about support, it is about keeping customers as well as advertising; All vital when running a business!
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  Post #15 (permalink)   09-14-2009, 10:41 PM
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That is an interesting (but true) signature you have, shockym. Word of Mouth is the single most important advertising you can have and this is bolstered by excellent customer service.
 
 
 
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