We have hundreds of thousands of satisfied customers right now and add tens of thousands of new customers each month. With that many happy customers it also means we have our fair share of dissatisfied customers. As obvious as that statement is many companies wouldn’t admit to it. We try very hard to meet everyone’s needs, but we can’t be 100% on customer satisfaction.
What we can do is avoid adding insult to injury. If someone is unhappy with our service or no longer requires hosting services they can cancel anytime with no cancel fee and no hassles. You see, we respect our users even if they no longer need or want our services. This is important for two reasons. First, I despise companies that force me to do business with them on long term contracts and so I will never require that from my own customers, and second customers love it – even if someone leaves because they don’t need their website anymore they remember that we didn’t try and force them to stay or charge them to leave. Our customers know this and refer extra business our way because of it.
We deal with many companies that have a VERY different view than ours on this issue and it just causes problems for us and pain for their customers. King of the list for us is GoDaddy. GoDaddy is the largest registrar of domain names in the world. Because of this we HAVE to deal with them everyday to move domains to our system to provide hosting for many of their customers. Transferring of domains has many rules that are required by Icann, but instead of making it easier for their customers to choose where they want to go the system GoDaddy employs is to hassle, obscure, deny, and provide such poor support that their customers finally give up and stay because its so impossible to move. This is good for them in the short term because the customer stays out of sheer exhaustion from trying to leave. However its bad in the long term (And good for us) that they do it this way because once a customer successfully leaves GoDaddy they never want to go back. GoDaddy leaves such a sour taste with so many customers that no matter what they won’t go back.
If you respect your customers they will stay and refer new business. If you don’t they will leave and never come back. Pretty simple to me.
Matt Heaton / Bluehost.com / Hostmonster.com