First, sorry for the delay of this entry. I know all of you reading missed me last week! (Oh come on… give me a little boost here!) We moved our business center (not data center) and it did take up a fair amount of time.
So… I have had a lot of impressions coming in lately about the hosting industry and how some of our brethren treat their customers, so I have to get on my soap box a bit. Bear with me, because I think this is ultra important.
I think there are 2 main cornerstones I follow in business to the extreme degree.
1. Honesty: This is not to be treated lightly to me in any way. I demand it from everyone I deal with. And try to deliver back the same in everything I do. (I will talk more about this in later blogs)
2. Customer Service: Without making this a top priority, I feel there is no strategy for long term success in the hosting industry.
I feel very strongly that the SMB market is asking, crying and demanding this. They need all the help they can get and are willing to give up something for it. So how do the big players get all the customers with terrible customer support? I think the truth is because even most of the small players are still not seeing this support as a true requirement and have driven a large amount of customers to be just price sensitive. Look, if we, the smaller hosting players, are going to make it against the big players, then one of the differentiations needs to be customer support.
Actually, I like Lou Honick’s comment “but I also thought “What if it breaks in 6 months?” Would they stand behind it? What about after a year?”
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