- Category: Blog
- Last Updated: Wednesday, 12 February 2020 15:47
I recently added a blog post called 'Stealth Marketing Gave me 10 New Customers in a Week' which described how I came across a web hosting company that had lost its way.
From all of the customers I had spoken to, they had each started hosting their web sites with them around 10 years ago when the service was fantastic. At some point in recent years, the company rebranded and it appears was bought by someone else. Since then, they have failed to maintain their servers and so things have slowly started to go wrong. This came to a head in recent months when their servers went down for over a week, leaving everyone without access to their own e-mail accounts and web sites.
After trying to contact the support team (via e-mail, they don't offer telephone support) a lot of customers got frustrated and found my hosting company. They got in touch and decided to move over to us. Why?
When their hosting went down, they got in touch with me for help. I only offer a limited number of ways to get in contact - you can either e-mail in or call. Some people e-mailed and immediately received an auto-response message to say that their message had been received and someone would be in touch soon. This was then followed up by a full response, from me, explaining how I could help, how much it would cost and how quickly we could get things back up-and-running for them.
For those that called, I picked up the phone immediately. If I couldn't, because I was out, the call went through to a virtual receptionist who took the details and sent them to me so that I could get back to them as soon as I could. Either way, their phone call was picked up and so we were already 1-0 up on the previous host! The service I was offering was already better because whether they got in touch via phone or e-mail, they got a response. With the previous host, there was no response. E-mails just went unanswered, not even an auto-reply and they didn't have a number to call.