Archive for the 'Service' Category

Jun 13 2008

Lose A Customer But Gain A Friend

Published by Ricky under BizPartner, Hosting, Service

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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May 29 2008

Testimonial From Hosting Customer

Published by Ricky under BizPartner, Hosting, Service

Glad to have received a customer testimonial from Kombinasi Bakti Sdn Bhd, a building contractor based in Kuala Lumpur. I visited their office before and found them a well-established Bumiputra company. The boss is not bossy at all and is very nice to me. Here is what he wrote:

For the great services in the first year, we have decided to renew the subscription for another year. It’s proved your excellency of good service.

By Mr Zolkeplee Basir, Kombinasi Bakti Sdn Bhd

Thanks sir and all customers who have been very supportive and understanding! I strive to serve you better!

Find out what other customers say here


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May 14 2008

Deadly Sins of Service Provider

Published by Ricky under BizPartner, Service

Philip Kotler has what he calls the ten deadly marketing sins as a marketer. Well, I venture to come up with some deadly sins as a service provider too.

Indifferent - If I don’t care what customers say or need and go my own way.

Unresponsive - If I don’t respond to customers, or take my own sweet time to respond.

Outdated - If I am still offering something that is as good as those in the 90’s!

Self-centered - If I still possess that production-oriented mindset, only interested to sell my services instead of finding out what customers really want.

Never learn - If I simply never learn from mistakes but make them again and again.

Never involve customers - If I never consult or at least inform customers early on important changes that could impact on them.

Customers can be very good teachers. A customer complaint, if handled well, can turn out to be an opportunity. When a customer cares enough to complain (instead of just quietly walks away), he or she is giving us a chance to rectify the situation to serve him or her even better.

Customers have taught me this in a number of tough cases. Thankfully some complaining customers turned out to be very loyal customers until now!

Let’s serve our customers well and not sin on any of these :-)


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