When companies grow from the mid size range to a “large” company things usually change. I don’t mean this in a positve way! Managing growth is a difficult thing. You MUST keep the customers needs as the #1 priority and work from there. Success in a certain market usually means a poor customer experience. Need some proof? When was the last time you called your cell phone provider and had a “good” customer experience. I rest my point.
I normally don’t complain about specific companies on this blog (Except Delta Airlines who’s level of service is so bad that I simply can’t restrain myself), but I find I must mention a company who I used to respect a lot and who we do a LOT of business with. This company is GoDaddy.
GoDaddy is an interesting company. They did the right thing at the right time. They decided to give great value for domain names when everyone else was sticking it to the consumer. Consequently they grew very fast until they now rest comfortably at the top of domain registrars. Unfortunately their service and support has gone down as their numbers went up. We spend about $70,000 a month with GoDaddy (Actually Wild West Domains – GoDaddy’s reseller arm of the company). In fact, we account for about 22% of the TOTAL monthly domain sales for their Wild West Domain division. We are either their #1 or #2 affiliate for all of GoDaddy. Sweet! We must get a little extra attention because we are a valued customer. I WISH! Our level of service that we have received from GoDaddy is the WORST that I have ever had. We give 10X the service levels for a $7 a month customer than GoDaddy gives us for $70,000 a month.
Yesterday they decided to charge us $2 for each domain name that we “returned” if a customer decided to cancel or a fraudulent transaction takes place. They called us and let us know 8 hours before they turned it on. 8 HOURS!??! We have a high fraud rate on our site. We catch 95% of it the first day, but we have at least 25 fraudulent orders a day. In my book GoDaddy is simply stealing $1500 a month from us. That amount isn’t significant enough to do any damage to our company, but I simply won’t put up with it. This is just the latest in GoDaddys arsenal to disgruntle the customer.
We will be moving 125,000 domains off of GoDaddy in the next 3 months. I can’t wait to do it. The best part will be when they call and ask why we are moving. We have told them 10 times already, but they just don’t get it.
We are launching our own domain registrar in the next 3 months that will be less expensive than GoDaddy with more features and better service. I encourage EVERYONE to move your domains to our new service when it launches. It will save you time and money. When enough people move maybe GoDaddy will finally get it. It won’t matter, by that time it will be too late.
Matt Heaton / President Bluehost.com