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  Post #1 (permalink)   07-11-2008, 07:09 PM
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I know godaddy's hosting is pretty good about talking people through everything if they need to, but are most hosting companies willing and able to do the same? I'm not and idiot, but I know the minute I buy hosting its going to seem impossible to me.
 
 
 


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  Post #2 (permalink)   07-11-2008, 07:22 PM
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If the hosting company won't talk you through things then I wouldn't waste money or time with them.
 
 
 


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  Post #3 (permalink)   07-12-2008, 11:20 AM
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Some hosting companies are, and some aren't. I make sure to keep my support documents incredibly simple and straightforward so that customers can use them to get things set up and maintained...but if someone needs extra help, I give it. I personally know that I've appreciated it when hosting companies and datacenter techs have walked me through the steps of this, that, or the other. I assume that my clients will appreciate the same kind of treatment. Aside from that, if I notice a pattern in customer requests, it helps me zero in on areas where my support documents may need a little more work.

You're absolutely correct - you're *not* an idiot. You're just a newbie in this particular area. We were all newbies at one point or another - and honestly, we're all newbies at *something* every day. (For those of us who work with technology...heck, we're perpetual students in our own field.)
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  Post #4 (permalink)   07-15-2008, 11:51 AM
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This ofcourse should be taken to a limit, if a client gives you his FTP information and says to 'install it for him' is different than one that is willing to learn himself.
 
 
 


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  Post #5 (permalink)   07-15-2008, 02:51 PM
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I agree with vexxhost. A client that wants you to be their outsourced web department should either pay for the privilege, or should find a new host. There's definitely a difference between "walk them through it the first time (or first time in a long, long time)" and "do it for them every time". Looking back now, I don't know if the OP was making that distinction or not...I just assumed that they were.
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  Post #6 (permalink)   07-15-2008, 11:38 PM
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Good faq base and support forums great to help. I think that in any case web hosting provider must be polite with any customer and do ebverything for them. Other side how do they do that
 
 
 


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  Post #7 (permalink)   07-17-2008, 06:04 AM
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Quote:
Originally Posted by purple View Post
I know godaddy's hosting is pretty good about talking people through everything if they need to, but are most hosting companies willing and able to do the same? I'm not and idiot, but I know the minute I buy hosting its going to seem impossible to me.
In my opinion, size of the company and quality of support staff determine how much they'll help newbies in the beginning. Many larger companies have several levels of support, so if you create a help desk ticket it goes to level one, which is many times just a filter and you'll receive only stock answers such as a link to a tutorial or a statement that your inquiry requires paid support. Smaller companies tend to have a smaller staff, so each tech supports all types of requests. In my experience these techs will walk you through a fix or give you pointers to do it yourself.

Sometimes it's a function of cost. Bargain hosts (1 Gb for $1 per year) may not be as likely to spend time with clients as hosts which charge more realistic fee's.
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  Post #8 (permalink)   07-17-2008, 01:01 PM
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It is definitely necessary to walk some customers through things that they do not understand. By giving them personal service and support they are usually very impressed and grateful for this.
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  Post #9 (permalink)   07-18-2008, 12:13 AM
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brianf is right middle sized companies do love each customer they have.
 
 
 


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  Post #10 (permalink)   07-24-2008, 06:04 AM
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How big a company should be to smoothly guide a noob thru the process of choosing a suitable type of a hosting package and hosting your site?
 
 
 


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  Post #11 (permalink)   07-25-2008, 12:26 AM
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How big a company should be to smoothly guide a noob thru the process of choosing a suitable type of a hosting package and hosting your site?
I think that every customer decide that himself. And each customer do have own criteria of the web hosting choice. I think that is very important.
 
 
 


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  Post #12 (permalink)   07-25-2008, 07:34 PM
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I'm not the type to ask someone install something for me, if its not easy or something where I just missed one step I'm more likely to try something else, reasess my goal or find tutorials to help me figure it out than expect support to do it for me (unless I'm paying for just that). But I know I'm going to go to do something and not see the link/button/panel view I need and drive myself nuts. I know GoDaddy has helped friends who host/register through them without causing too much issue. I'm hoping I can find somewhere similar.
 
 
 


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  Post #13 (permalink)   08-09-2008, 08:59 AM
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It is definitely good that you want to learn and I've found that you can get a better level of support when they know up front that you want to learn. They figure if they help you get everything set up, answer your questions that there is a better chance of you having much fewer problems than someone who comes to them and asks them to set it up. I hope your first experience is a good one.

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  Post #14 (permalink)   08-09-2008, 01:07 PM
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for me, I made sure that my customers have access to all the support documentations there are as well as making stupid proof onces. That way I dont have a lot of work to do that way
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  Post #15 (permalink)   08-18-2008, 05:57 AM
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quick lesson. Dont buy hosting from domain registrars. They are good at registering domains not managing hosting.
 
 
 
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