The web hosting industry is one of most competitive industries on Internet today. Web hosts are constantly thinking of new advertising campaigns in hope of attracting more interest to their company; and, hence to attract more customers. While this is an important goal for any web host it is just as important to recognize and value customers you already have.
Put your customer needs first – Acknowledge your customers’ feedback and then do something about it; make sure there is a place on your web site or in your control panel for customers to make remarks or offer suggestions about your services or products. Use these suggestions to improve your company. Even if you receive negative feedback, use this feedback positively; it’s better to fix customer concerns as soon as possible to benefit your company’s success in long run.
Provide staff management training – Web hosts can say they have reliable staff and offer support around clock. Though behind scenes story is very different; try to accomplish what you preach, it is no use to anyone having staff with bad organizational skills and poor communication skills? Having a clear vision of your company’s goals, providing regular training and being involved with your staff, will contribute greatly to efficiently managing your business.
Offer fast and reliable support – If there is something going critically wrong with a web site, customers can’t be sitting around for days waiting to get their problems solved. Any critical support requests should be answered in just a matter of an hour or two; and, any other requests should be responded to in no more than 24 hours. Hosts should be offering around clock support, especially if their market is global.
Reliable support is also crucial. The most common complaint that people have with their web hosting companies is that, sure they get their support requests answered fast but, their host has either not fixed their problem properly or they have no idea what support team are talking about, too technical. Many people don’t understand all terminology of website hosting, support staff need to be trained in good communication skills too.
When receiving a support request it is much better to make sure client’s problem has been fixed properly, make sure your support staff test everything they fix! Not only will you find that you will be receiving less support requests, but your clients will be a lot happier also. One advantage to happy clients is, more referrals!