Jun 13 2008
Lose A Customer But Gain A Friend
As a domain name reseller, I process domain name transfers every month. Either customers transfer their domains in from other providers to me, or from me to others.
In order to facilitate smooth domain transfer out of me to other providers, I need to do the following:
- Unlock the domain if it is locked.
- Reveal the domain transfer secret code (EPP code) to customer to be given to the new provider.
- Approve the domain transfer when the new provider initiates the transfer.
If customers decide to transfer out, I’ve learned to give full cooperation to do the above, to the extent of advising them what to do to ensure smooth transfer, even continuing to support them although they are no longer customer.
Unfortunately, I sometimes come across uncooperative domain name resellers who drag their feet to let customers transfer out to me. In some cases, they are just not proactive enough to advise customers what to do. For example, they will only do this or that only when customers ask them to do so.
I see no reason why I should slow down the process if one customer decides to transfer out. I’m glad that he or she had chosen me as a provider and let me serve him/her. Now that s/he has found a better one, I should thank him/her for the business s/he had given me and I should happily send them out, just as I happily received him/her.
In many cases, I wish to serve my former customers in case they have any need. For example, there are some customers who continue to seek advice on Internet marketing, search engine optimization and web development issues. And it’s even free of charge.
It can make economic sense. Some former customers even came back to me after having found their new provider unsatisfactory. Even if they don’t come back, some have become friends.
It’s OK to lose a customer. But we can gain a friend. I believe a business exists not only to earn, but also to serve and to bless.
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