With over twenty thousand webhosting companies competing for new
customers, there's been a lot of speculation over what people are
looking for when they purchase hosting.
There are the obvious
answers, of course - reliable servers, lots of features, reasonable
prices, etc.
One thing that is almost always overlooked
though, and I believe most people are looking for this, is
"relationship". After eight years in this business, it's been my
experience that cultivating good relationships with my clients is
the best way to keep existing customers and attract new business.
I once attended a seminar put on by a business coach. One thing he
said that has always stuck with me is that 'business' is just
something we use as an excuse for interacting with people we enjoy.
There's a lot of truth to that. We like to do business with people
and companies which we like to do business with - not necessarily
those which give the best price or even those that do the best job.
That's where I think most webhosting companies have missed the boat.
While we can't ignore essential elements of the business, like
uptime and security, we must always remember that those faceless
clients who subscribe to our services are real, living, breathing
people with very real feelings, worries, and concerns. The better we
can get to know our clients on a personal basis, the better we can
address those worries and concerns.
Aside from the monetary
benefits of fostering an atmosphere of goodwill, there are some
really wonderful personal benefits as well.
I never know what
my day may bring when I sit down at my telephone. Perhaps I'll hear
from James, our hollywood celebrity, or maybe I'll talk to Ken, a
retired state trooper. Maybe John, a Los Angeles talk show host,
will give me a ring. Perhaps I'll spend a few minutes chatting with
Richard in San Antonio or Andy in The Bronx. I never know - but I'm
always delighted to find out - just who is on the phone when I
answer.
If you truly enjoy other people, it will show in your
voice, and the person on the other end of the line will hang up
feeling that someone who really cares paid attention to them and
their problem.
Here's the catch, though. You can't fake it.
People are incredibly perceptive, and they'll immediately brand you
as a phony if you're not sincere.
If, however, you really do
like your clients and enjoy interacting with them - the benefits to
them and you will exceed anything you can possibly imagine.
