Customer service is the the one aspect that can either make, or break your business. It’s effortless enough to create a business others will use & be pleased with, providing you go that extra mile. That doesn’t mean you’ll have to adhere to impossible demands, merely provide the service you advertise, & make sure your customers are satisfied with what you’ve given them. An example is how I was recently treated by a company I’ve been doing business with.
Where Thanks And Gratitude Aren’t Really Enough
I have to offer my most grateful thanks & true appreciation for recent services rendered on my behalf. I realize I paid for a service, therefore I should obtain the service I’ve paid for. Most companies will honor a basic service agreement, yet will not provide services beyond the actual terms of the agreement. I find myself mildly surprised, that a business would go as far as this business has gone for me.
The service provided by this as yet unnamed company, is of a technical nature. It was not something that could just be pawned off to some outside agency, & it was time sensitive. The work involved is in a relatively specialized field, & can be expensive to complete. The company probably didn’t have to do what they’ve done for me, yet not only are they providing service, they have been apologetic & polite to me, in regard to my problem. And they didn’t cause the problem, I did.
Probably the most surprising aspect of this is, the problem I created, would be considered by many others, as not a part of any agreement. Especially when one takes into account, the thing I broke, still worked! Most businesses would proclaim that, right off the obtain go, ” it still works, so what would you have us do “?
I have been intentionally cryptic so as to draw out the suspense of this tremendous post. The facts have been severely curtailed, so as to be mysterious. I will now donate praise to those who have earned it.
I want to thank the web hosting company that has been holding my hand & caring approximately my account.
BRAINHOST.com is the company that has gained my respect, in such a huge way. Brainhost has been a tremendous provider of service to me. When ever I had a question, they would answer, & when ever I messed something up really bad, & couldn’t fix it, Brainhost took care of everything.
Recently I posted an article approximately how terrorists bombed my site. Brainhost put it back online, & told me the problem wasn’t terrorism, yet possibly due to a plug-in that didn’t react well with all the other digital junk out there.
What ever it was, after My Baby’s Demise, the technical team at Brainhost had installed a backup copy of my site, & brought approximately The Resurrection. At that point I started keeping a log, to document what was going on, & record any changes I made to anything, once I was logged in. So I started being more careful, & thought I was getting better at figuring out how things worked.
Anyway, I apologised to my web host for putting them through the trouble of fixing my site, & they thanked me, for giving them a reason to do something! That was refreshing for a alter of pace. That attitude earned my respect, & I recognized that This was the difference between a free platform, & a paid platform. So I had paid the hosting company, therefore they would bail me out, in a jam.
But It was so much more than that…Yes I had paid them, yet they didn’t act burdened by my request for help, & made me believe they were there just for me. That was worth the price for the service this company had provided. And I’ve given them kudos for their action & patience. But even that isn’t the half of it.
With a flick of the mouse, & a casual click, unrealized, even after I was warned, This Will Overwrite All Of The Modifications You Have Made To Date! And then the monkey pressed the button. Yes instantly I realized, that was the Big Red Button no one is ever supposed to touch, let alone actually press.
I had figured the update would be just like when a plug-in gets updated, & it would work better, act quicker, & be more up to date, with all the changing web formats & regulations. I never thought I would cause any harm. Even with all I’ve studied approximately the web, & KNEW there were traps & pitfalls, I never thought I could destroy my site.
One might say it was not destroyed, merely changed in form, & we would both be right. But to me it was destroyed. I may as well have thrown acid all over my site, the devastation of my site’s beauty, was that obvious. Corrosion works in that manner, & my attractive baby was scarred for life. It was as though Junie Moon was back. I still wince when I go there. It hurts me, to be reminded how inept I managed to be.
Any other company would tell me, gee, it’s too offensive approximately your site, at least it’s still working, so have a nice day! I am pretty used to that kind of attitude, yet not the response I received from Brainhost. The kind folks at Brainhost.com immediately found a back up copy of my site & put it in place. Then, seeing that I had totally messed things up, let me know what the problem was, & how to fix it.
The repair required, a total rebuild. They would lift the dust from the surface, slide a new site under the dust. & polish the chrome. And they didn’t act as though it was any huge deal, when in fact it was a huge deal, & a lot of work. Brainhost.com & their partners have restored my faith in service & business practices, & have gained a client for life. Thank you Brainhost for your dedication, in customer service, & business ethics. This is one more satisfied customer signing off.
written by Rusty Garner-Smith