It drives me crazy when I see huge companies make stupid decisions over some extra money. Almost without exception the companies that fall into these “traps” are public companies. So many public companies make HORRIBLE decisions because they try to satisfy shareholder demands and drive stock price for the very short term (3-6 months). You can’t run a streamlined successful business if your outlook is 3-6 months in the future. You can’t. Are you listening? You CAN’T!
Bluehost being a private company, and me having the benefit of unbelievably good business partners and a general manager that is both very capable and very smart has let us avoid many of these pitfalls. We constantly are looking at what will be best in the future both for the short term and the very long term. Our decisions are made based on customer demand and satisfaction, market conditions, and profitability.
We are in business to make money! However, we have sacrificed profits on numerous occasions because we knew our customers wouldn’t like it if we went in a certain direction. We have that luxury because I am not beholden to anyone but myself and my business partners who think like I do. We make enough money that our decisions aren’t affected by corporate greed that puts profits over the customer experience. You may be a Bluehost or Hostmonster fan or you may hate us, but you can’t say that we don’t put our customers first.
In the end, if you put your customers first and worry over their experience FIRST rather than scheme how to grab the most dollars you can from your subscriber base then you end up making more money in the end. Happy customers stay and bring many more customers with them. I am starting to believe that no one REALLY believes that anymore but me. I guess thats a good thing – We’ll sit at the top by ourselves wondering why no one else is sitting next to us…
Matt Heaton / Bluehost.com