Great moment in good service prompts loyalty and gratitude

Recently this blog spilled electronic ink on the importance of giving good service (see http://marketingandprlab.com/service-matters/ ).

And just today, I had what looked and felt like really good service from a company on which I rely  — the web hosting company, Hostgator, which makes this website visible.

What happened was this: I tried to surf over to here, Marketing and PR Lab. Instead of seeing this page, I got “page load error” and “website can’t be found” messages, and in two different browsers.

I was on a conference call at the time and so could not telephone the support line. Instead, I sent a quick cry-for-help email to Hostgator’s support dept.

Six minutes later I received an email acknowledging receipt of my message and assigning a case number.

After another six minutes a support staffer sent a second email reporting that they identified the problem, fixed it, that my site should be visible again, and to

Please check to confirm.
If you have any questions, just let us know.

In fact the site was up and running again. It was really a relief to get such a quick response and resolution. While it is certainly possible that an outage could last longer, this treatment really inspires confidence. What a difference from the company discussed in “service matters” (below), who lost a sale by being so very unresponsive.

So, as a thank-you for Hostgator’s good service, I’m posting a little banner link of theirs here, in this post, right below. They’ve been good. I appreciate it, and, if you’re looking for a good web host, hostgator should be considered.

Service Matters

Or should the title simply be “Duh!”?

Such a one-syllable title might be fun, but, channeling my inner editor, it’s probably not quite enough information to really work as a title.

However obvious the statement, service matters, this may seem, – good service is good business, good service makes customers happy, so they’ll come back for more and tell their friends that your business is good to do business with – occasionally life steps in to dramatize that what should not have to be said, has to be said; that the obvious needs to be belabored; and what should go without saying sometimes just doesn’t go without saying and has to be said.

Like one or another of Tony Soprano’s crew used to say, “I’m just saying….”

I’m just saying:  Service matters. Paying attention matters. Not being attentive can make you lose sales and kill your business.

Why belabor the obvious now? Here’s what happened:

Continue reading