I recently had a meeting with our healthcare representative for our health insurance policy at work. We talked about the skyrocketing prices, the sometimes horrific service, and the general bad state of healthcare as a whole. He then went on to say how in his opinion IHC (Our healthcare company) was so much better than everyone else in the state of Utah. I then asked him a simple question which he didn’t seem willing to answer. The question was, “They may be better than everyone else in Utah, but are they doing a good job irrespective of how they compare to others?”. He looked at me like that was the silliest question I could possibly ask.
It didn’t even occur to this person that IHC may be terrible from the customers perspective. He seemed only interested in polls and numbers that showed that IHC was better than their competitors. Who cares if IHC is better than their competitors except their board of directors. I care that MY experience was good, and up to that point my experience had been anything but good. Companies should look at themselves and see what broken processes they have and then fix them. THey must focus on their relationship with their customer and the rest will take care of itself.
I am not saying Bluehost doesn’t have areas that don’t need review. We certainly aren’t 100% effecient on support or technical areas. The one thing that we DO execute well on is looking at our company from our customers perspective and trying to fix problems that keep recurring for our user base. I simply don’t care what our competitors are doing in those areas unless they have a great idea that we can use to solve our own problems. I don’t care if our phone hold time is averaging 3 minutes and everyone else is averaging 30 minutes. I care that 3 minutes is 2.5 minutes longer than I want and I need to fix it.
The goal should be to be the best, and not just better than others, or the best of the worst. I find that many companies just don’t have the end game in sight when making decisions. We don’t always succeed and we are constantly improving, but please know that we measure our success by what our customers say not how much better we are doing than our competitors.
Matt Heaton / President Bluehost.com