Go Daddy Go! I mean GoDaddy®

In this day of automation and customer service centers being moved over seas, business at times gets very impersonal.  No so for GoDaddy®.  Their customer service just knocked my socks off.

This last week has been a huge nightmare for me.  My domains for my key websites, including my business site was undergoing some updates to improve the ability for the search engines to find not only my websites, but my domain names.  In the course of making the changes, I lost use of my domains and the e-mail attached to them for several days.  Coordinating between the service companies was challenging, but I am now in the home stretch and expect everything to be back to stuff in the next hour or two as another vendor completes their part of the puzzle.

So you may ask, if things went rocky for the last few days why write to praise a vendor. 

Well here is why.

• They pick up their phone quickly.  I never sat on hold.
• I spoke to someone each time I called who was extremely knowledgeable, friendly and helpful.  It was also someone here in the good old USA who spoke clearly and English was their native language.
• They caught that I was over paying by using a repetitive service and credited my account; no questions asked.

A few months ago I had a similar situation, but even more extreme form the point of view of customer service.  I got a call from GoDaddy® one day.  They noticed I ordered e-mail service twice and never used one of the accounts.  I actually did not realize I had two sets of e-mail service. I must have hit the key twice or something similar.  They immediately cancelled the 2^nd account and credited me for the price.

Wow, that is customer service!!!

So why did I write this post.  Was it just to say thank you to a great service provider.  Yes that is a big part of it. 

More importantly, look at the lesson they are teaching us.  As big as they are and as inexpensive as their products are they still will pick up the phone and go over your account with you.  In our business, can we say the same about follow-up with our clients?  If we can't we know what we need to do.

I hope that I do as good of a job with my clients as they have done with me to gain my loyalty.  Maybe one day I will read blog posts from my clients praising my customer service.

Thank you GoDaddy® for reminding me how important the personal touch is, even in these days of technology.  Please don't change what makes you so great.