You Get What You Pay for – Customer Service Go Daddy Style
By Ryan Roberts
When searching the market for any product, one can find a range from inexpensive to top-of-the-line. When considering the quality of that product, the old saying that you get what you pay for usually rings true. Here at ePolk, we are occasionally asked why our Web hosting fees are higher than those of big box sites such as Go Daddy.
This classic example really happened to one of our clients, a former Go Daddy customer. Our customer, like most businesses, relies on their Web site to do business. A gap in that service means lost business for both current and potential customers. Recently, the client found that their site was not working properly and contacted Go Daddy customer service for assistance. The Go Daddy representative told the client that they were experiencing an outage and it would “probably be resolved within 24 hours.” What they conveyed in voice tone and attitude was that they really did not know what the problem was, and were hoping it would go away by itself. When the client asked if he could be notified when the problem was corrected, he was told that Go Daddy does not follow up with clients and an email would probably be sent when the problem was resolved.
Now, for comparison, the following situation really happened at ePolk. Last year, there was a time when our email server was down for close to 20 minutes. We understand that our clients need access to their email accounts at all times and we naturally received several phone calls about the interruption. We did not insult our clients with “it’s not our fault” rhetoric – our focus was on resolving the problem quickly and professionally. Once we were satisfied that the issue was resolved, every one of our affected clients received a personal phone call back to ensure that they were satisfied as well.
Your business is too important to entrust it to any company too big to care about its customers. This is an important decision. Before hiring a technology firm, use a search engine such as Google and search that company’s name along with the word complaints. You will likely find several pages for the ones offering the bargain prices.
At ePolk, the reason we enjoy strong customer loyalty is because we know firsthand that loyalty is a two-way street. We respect our clients’ needs for high quality technology service. We know that we have to meet high expectations every time and deliver outstanding customer service every time. When you call ePolk, you can reach the same person you spoke with before. We know you. You know us… and you know we are here for you every time. You get what you pay for.