Do clients want a personal touch/a feeling that they are hosted by a big corporation?

Hi guys, this is one important question when it comes to the approach of your site.
Some hosts like httpme.com has a personal touch to it.
Rob even had his own picture on the main page back then.

But some hosts like powweb.com or ipowerweb.com display the image of a big corporation. The only advantage I see is that customers will feel safe or at least have a sense of security because they are hosted by big shot corporate style companies.
They are literaly screaming "We are a big corporation! We have major financial backup so we will never go down.We can afford highly skilled personnel to watch our servers."

I personally like Rob's personal touch approach but I wonder what most of webhosting clients prefer.

Well, all of my clients prefer the personal touch. While my site (the new one going sooN) does look a tad on the professional side, we actually do chat with our members, and add a personal touch.

Many have said that they prefer us being like this, as they feel more secure. To a big corporation, $7 per month for example is very little, however, even though their money may not be much, they feel that Alex, or whichever support rep they speak to the most, will be looking out for them.

As a customer, the main thing I look at is the site design. Is it a template? Did they spend time and money on it? Can they spell? What features does their web site have (compare plans, online billing control panel, auto setup and control panel demo)

I wouldn't mind a personal feel, but I prefer the professional business man touch. When looking to host a web site that requires professionalism, you want a professional company.

Other people that are hosting a personal site may want to find the personal touch. It really depends on your targeted customer. Business or personal.

That’s the way I look at it.

- Compu

My clients want something more middle of the line. They want to be hosted with a pretty large company, however also receive a personal touch - It's difficult to do, however I find the best is assigning a set amount of clients to a certain support rep; meaning they get the best of both worlds as far as they're concerned.

Well if all clients wanted a feeling of personal touch the big corporations would be out of business. Clearly that is not the case.
Not to discourage the smaller hosts of course. A lot of customers are more comfortable with small companies.

I've had experiences with both type of companies, a small hosting provider and a large dedicated provider.

Personally, I like the feel of a large company. I know how to run things, and only need support whenever something goes bad (something I cannot handle, like the server not coming back up after a reboot). This way I do not have a host bugging me with phone calls, e-mails or IMs whether or not everything is fine. However, some like that personal touch, not me.

My experience with the personal host was CONSTANT instant messages, especially when I'm busy. I told them, bug off (in a polite and professional manner of course) but they continued to disturb me.

I think something in the middle like HTTPMe would be perfect!

Constant instant messages? Did they just want to talk to you or were they trying to fix a problem you reported?

Originally posted by HVoice-Eugene
Constant instant messages? Did they just want to talk to you or were they trying to fix a problem you reported?

Usually they just wanted to talk. When I reported a ticket, I'd get even more IMs stating how they put me as number one in their company.

:) That must have been a REALLY small company

Originally posted by Roy@ENHOST

Do clients want a personal touch [or] a feeling that they are hosted by a big corporation?
They want both, which is difficult to accomplish. Bigger feels more established and stable, more knowledgeable, more resources to do the job. Smaller makes people feel like they aren't just customer #0917778365626, that their emails aren't being sent into a big black hole, and they may even know the names of the employees and be on a somewhat personal level with them.

>>>It's difficult to do, however I find the best is assigning a set amount of clients to a certain support rep;

Anjay, that is a very good suggestion!


>>>My experience with the personal host was CONSTANT instant messages, especially when I'm busy. I told them, bug off (in a polite and professional manner of course) but they continued to disturb me.

Your webhost got too personal, sign of immaturity. Probably run by 12 yr old kids who are too eager to please. If you cancel your account with them they will probably run to their mommas, crying.

well get a few clients. wen they write the reviews, hopefully postive review, they tell friends... so thats a good way of winning, referalls

I don't know about a personal support rep..but having "account managers" is a great idea. :)

Basically one guy that works with X clients on anything they need above and beyond (not support, etc...just general stuff.)

What has that got to do with this thread????:confused:
Originally posted by whtalkmaster05
well get a few clients. wen they write the reviews, hopefully postive review, they tell friends... so thats a good way of winning, referalls

I never really understood why clients want a personalized touch. You are in the business to make money, not to make friends. I prefer the more corporate, right down the business approach.

Originally posted by dbbrock1
I never really understood why clients want a personalized touch. You are in the business to make money, not to make friends. I prefer the more corporate, right down the business approach.

I never realized this until I received 2 testimonials from my customers that personalized approach mattered to them. Personal approach is not all about being chummy chummy to your customer . Some customers don't want to feel like they are idiots for asking very basic questions and that support is being patient and gentle about their questions.

If a customer maintains a distance when dealing with support, the business approach is used. One can tell immediately if that is the how the customer wants to do business.

You can also sense if the customer wants a personal approach by ending a support question with "How's the weather?" or "You must be tired". Hosts should learn to adjust to the needs of their customers. A middle ground should be taken.

Bottom line is people prefer to do business with people they know. If you can connect with a customer on that kind of level they will prove to be a dedicated customer and potentially refer more business your way.

But above all, people like honesty. Don't pretend to be something your not.

IMO, you can still be a reasonable sized host, and still give the personal touch. It comes down to how you're structured and the systems and procedures that you have inplace, that allow you and your staff to interact with clients.

People like to do business with people, and not some faceless website, so I always think it's a good idea to get some photos of the owner, and staff up on the site, and get personal. Let the clients know that there's real people working for them, behind the website.

I've always had a pic of myself on the site (this has probably attracted a lot female clients. Just kidding. :D) as hosting is very much a service and people driven product, rather than commodity driven, so hence the need to establish some kind of human connection with your client. :)

Originally posted by Aussie Bob

I've always had a pic of myself on the site (this has probably attracted a lot female clients. Just kidding. :D) as hosting is very much a service and people driven product, rather than commodity driven, so hence the need to establish some kind of human connection with your client. :)

Pfft...we all know who's picture really drives in the female customers. :cool:

Originally posted by Aussie Bob
People like to do business with people, and not some faceless website, so I always think it's a good idea to get some photos of the owner, and staff up on the site, and get personal. Let the clients know that there's real people working for them, behind the website.

I have my pic on my site, I think it's actually scaring people away though. :eek:

There we go, the king of personal touch.
Frankly speaking I have visited hundreds of webhosting sites.
None of the sites has a picture of the person behind the scene on the main page, not to mention right on top of the page itself.

Anyway Rob, better pray your wife doesn't frequent WHT or you gonna have to face the music. Maybe she found out about the female clients and forced you to sell the business. Now we know the real reason why HTTPme was sold. :D

Originally posted by Aussie Bob
IMO, you can still be a reasonable sized host, and still give the personal touch. It comes down to how you're structured and the systems and procedures that you have inplace, that allow you and your staff to interact with clients.

People like to do business with people, and not some faceless website, so I always think it's a good idea to get some photos of the owner, and staff up on the site, and get personal. Let the clients know that there's real people working for them, behind the website.

I've always had a pic of myself on the site (this has probably attracted a lot female clients. Just kidding. :D) as hosting is very much a service and people driven product, rather than commodity driven, so hence the need to establish some kind of human connection with your client. :)

Anyway Amdac, you look like a 'mafia' in the picture.
Even I got so scared that I closed the window right after I saw the pic. Why can't you smile a little?
A picture can either make or break your hosting company I think.

And you have to smile the right way too.
A fake smile will make you come across as 'fake and unreliable'
A hysterical smile/laughter might convey the idea that you are 'unstable and might unplug the power cord anytime'
Rob, please consider posting a guide on how to strike the balance between a fake smile and a hysterical smile/laughter.
:D

Originally posted by Amdac
I have my pic on my site, I think it's actually scaring people away though. :eek:

Originally posted by Roy@ENHOST
Anyway Amdac, you look like a 'mafia' in the picture.
Even I got so scared that I closed the window right after I saw the pic. Why can't you smile a little?
A picture can either make or break your hosting company I think.


I was hoping it was too small to see my mouth. :D I can't do fake smiles for pictures. Does it actually look bad? My first post was meant as a joke. :(

You look like a mean and nasty guy in the pic. Maybe its just me.

Some female clients like the idea of a cool guy in suit though.
LOL.
Sorry for going off topic.:D

Originally posted by Amdac
I was hoping it was too small to see my mouth. :D I can't do fake smiles for pictures. Does it actually look bad? My first post was meant as a joke. :(

Originally posted by Roy@ENHOST
You look like a mean and nasty guy in the pic. Maybe its just me.

You mean I'm supposed to pretend I'm not? :D

Thanks for the advice, next time I'm in a suit I'll try a new pic. ;)

Originally posted by Amdac
I have my pic on my site, I think it's actually scaring people away though. :eek:
You need a above the shoulders shot. Your face is too distant in your current photo. Maybe get a professional photo done. Couldn't hurt. :)

I definitely go with the more 'personal' approach (which you can probably gather from my website!) This is really due to the fact that my intended audience and customer base are those who require hosting for personal websites, etc, and are in the teens to early twenties age group. :)

Of course, the important thing to note with this is that there is of course a big difference between personal and unprofessional. I'd say that despite the personal image I try to convey, I do most certainly remain professional in my dealings with my clients. :)

Originally posted by Aussie Bob
You need a above the shoulders shot. Your face is too distant in your current photo. Maybe get a professional photo done. Couldn't hurt. :)

Custom title thief! :D

Originally posted by mitu
I definitely go with the more 'personal' approach (which you can probably gather from my website!) This is really due to the fact that my intended audience and customer base are those who require hosting for personal websites, etc, and are in the teens to early twenties age group. :)

Of course, the important thing to note with this is that there is of course a big difference between personal and unprofessional. I'd say that despite the personal image I try to convey, I do most certainly remain professional in my dealings with my clients. :)

I'm just curious, does the toast approach work? ;)

LOL! My customers seem to like the toast, yes. :p I get a lot of compliments about the logo and name, and it certainly seems to appeal to my intended audience. :)

Originally posted by Amdac
Custom title thief! :D
I'm innocent, can't you tell from my photo! :angel:

I love your avatar!:D :D :D
http://forums.toastyhost.net/uploads/av-1.gif

Originally posted by mitu
I definitely go with the more 'personal' approach (which you can probably gather from my website!) This is really due to the fact that my intended audience and customer base are those who require hosting for personal websites, etc, and are in the teens to early twenties age group. :)

Of course, the important thing to note with this is that there is of course a big difference between personal and unprofessional. I'd say that despite the personal image I try to convey, I do most certainly remain professional in my dealings with my clients. :)

Originally posted by Roy@ENHOST
I love your avatar!:D :D :D
http://forums.toastyhost.net/uploads/av-1.gif

LOL, thanks. :p I think I win at the whole 'posting-your-photo' thing. ;)

Originally posted by Amdac
I have my pic on my site, I think it's actually scaring people away though. :eek:

I agree with some of the others who said you need a better pic, but there is one other thing I noticed right away. The word propaganda. For many, the word propaganda has negative connotations. I would expect to see that word on a political website in attack of their opposition. I don't think I've ever seen it on a hosting company's site.

Originally posted by wshost
I agree with some of the others who said you need a better pic, but there is one other thing I noticed right away. The word propaganda. For many, the word propaganda has negative connotations. I would expect to see that word on a political website in attack of their opposition. I don't think I've ever seen it on a hosting company's site.

propaganda
n : information that is spread for the purpose of promoting some cause

I do not dispute its definition. Look up the word connotation. It's not what the word means when it comes to marketing, its what people perceive it to mean. It has negative connotations for many people, and in my opinion is something you would want to avoid. Your picture didn't turn me off as much as seeing propaganda on your website. Just trying to provide a little constructive criticism since you expressed concern. :D

Originally posted by Roy@ENHOST

And you have to smile the right way too.
A fake smile will make you come across as 'fake and unreliable'
A hysterical smile/laughter might convey the idea that you are 'unstable and might unplug the power cord anytime'
Rob, please consider posting a guide on how to strike the balance between a fake smile and a hysterical smile/laughter.
:D [/B]

That's funny :)

Seriously though...I realize that some how I prefer the feel of a small company...provided they prove to be running a very solid operation.

It seems to me that they are more likely to go out of their way to help you with support issues. There are also other reasons why I feel this way.

Originally posted by Andrej


My experience with the personal host was CONSTANT instant messages, especially when I'm busy. I told them, bug off (in a polite and professional manner of course) but they continued to disturb me.



You would have to have a lot of time on your hands to be able to do that.

Just replying because I noticed someone stating that they didn't know why some people like a personal touch. It's rather obvious: Not everyone who wants hosting needs or wants to know about the technical side, the security side. Webhosting is marketing, too, ya know. There's a lot more people out there looking for colorful menus than there are people looking for pictures of large buildings, but this depends on who you draw in - if you're a relatively unknown host, you're more naturally going to draw in technical users. If you're a more established host, the people spending less time looking for hosts are going to find you. As chicken said, you need to go right down the middle if you're looking for the best of both worlds. Otherwise, play to your majority audience. I also noticed the comment about clients becoming too attached to their webhost, and the note that they are 'probably 12 year old kids.' THAT is a rather immature remark. Not all people that are looking for webhosting, as I'd mentioned, are mid-twenties technical users. There are a lot of elderly people seeking hosting, and a lot of people simply seeking relief from technical obligations - as webhosts, we are centered around the technical side, BUT we can't expect others to be. Webhosting is a business, like any other - whatever works, works.