It never ceases to amaze me how companies can run the race 95% of the way and then stop running completely. Let me explain what I mean. To get a company off the ground, any company, takes a lot of work and determination. Anyone who has a successful company knows that the first 12-24 months is by far the hardest (And the most fun ). What I don’t understand is that when they finally have it going they seem to stop. Maybe my mindset is just different than others. It is glaringly obvious to anyone who knows me well that I think differently than most people around me. I just don’t see things the same as others I guess. Lets take the hosting industry as an example.
Web hosting company A starts up. They spend a ton of time working on the technical backend, customer relationship center, great marketing, and good support. This is great! The company is well on its way and then – nothing. Thats it. It stays the same. I don’t understand it!??! There are SO MANY companies like this.
Sometimes customers don’t really get to see what we are working on in the dim corners of the offices here at bluehost, and so I want to shed a little light on what we see as our future. Our future is dynamic. We see it changing all the time (Hopefully for the better). We are working diligently on our pagewizard product (Our site builder – Actually its mine and not really part of Bluehost). It needs work, but we are determined to make it the best “real” builder out there on the web. We are now actively working on VPS (Virtual private servers). We are Icann accredited, which means we are going to be in the domain business soon in a very real way
VERY soon (As in just a few weeks). We are considering building our own highend data center (Still just considering). We are determined in the next month or so to get our average hold time to less than 20 seconds (Yes really!). We are also implementing a plan that will happen sooner than later that will have all level 1 and level 2 tickets answered in less than 10 minutes.
If your average hold time is 3 minutes, and your average ticket response time is less than 1 hour you have run 90% of the race right? Why do so many companies stop there. You have a real chance to shine and show your customers that you really do care. Don’t stop at 90%. Invest that extra 10% that doesn’t cost that much and makes you head and shoulders above the competition. In business the race never ends so never stop running. The moment you do your company goes down the path to irrelevance.
Matt Heaton / President Bluehost.com